App reports everything is offline

[Sheemo1]

Why in the app does my base station say off line along with my doorbell and two cameras but in the Apple home app everything is working in real time ?!?!

[ShayneS]

May I ask which troubleshooting steps you have tried so far? I don't want to suggest anything you have previously performed.

[Sheemo1]

Currently shut off base and and unplugged it and disconnected the Ethernet  connection all lights are green on the base station as well and can currently see all camera and watch live footage using apples home app 

[ShayneS]

Can you try removing and re-installing the Arlo app? 

[Sheemo1]

I did and no changes 

[ShayneS]

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to the Profile icon > Support Center > Select device > contact

[Sheemo1]

Cost ?

[StephenB]

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@Sheemo1 wrote:

Cost ?

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You do need an Arlo Secure subscription (which you could cancel later).

[ShayneS]

I see your base station is reporting as offline. What are the LED status lights displaying on the front? 

[Sheemo1]

All green 

[ShayneS]

@Sheemo1 Are any other phones showing the devices as offline? Does the web portal on a PC show offline as well? 

[Sheemo1]

How do I get to web portal ?

[ShayneS]

@Sheemo1 My.arlo.com

https://my.arlo.com/#/home

[Sheemo1]

Looks like portal requires a subscription 

[ShayneS]

@Sheemo1 

You should be able to log in to your account to live stream your devices.

[Sheemo1]

Cannot see any dashboards with camera can you please tell me how to get there 

[Sheemo1]

All I see is two choices Arlo secure and Arlo safe 

[StephenB]

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@Sheemo1 wrote:

All I see is two choices Arlo secure and Arlo safe 

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Are you using a PC?  Or are you browsing from a tablet or phone?

You need to use a PC (Windows or Mac).

[Sheemo1]

Tablet 

[StephenB]

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@Sheemo1 wrote:

Tablet 

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When you use a tablet or a phone,  my.arlo.com just gives you the ability to manage subscriptions.

That is why  @ShayneS suggested you use my.arlo.com using a PC.

[Sheemo1]

says everything is off line on web 

[ShayneS]

@Sheemo1 

I have escalated this for you and support will be reaching out as soon as possible.