Arlo Pro 2 Base Station VMB4000 Appears to Drop Offline

[BobbyJohn]

Hello, I’ll try to give as much info, and hope this makes sense.

About three weeks ago, my Arlo Pro 2 Base Station VMB4000 at home started randomly appearing offline in the Arlo Secure app on my iPhone, but it would still record videos and send me alerts even though the Base Station appeared offline. That tells me it was still connected to the cameras and to the Internet. When I say offline, that’s what the app shows, but the system functions normally.

However, my two other Arlo Ultra Base Stations VMB5000, not at home and from another account, don’t appear offline. They are working fine without issue.

What I’ve done to troubleshoot at home, but still randomly appears offline:
- Updated to lated iOS and Arlo app, as of Nov 7th.
- Restarted my home Base Station multiple times.
- Restarted my home ATT router multiple times.
- Tried three different Ethernet cables (Base Station-to-Router).
- Deleted and reinstalled the iOS app.
- Relocated my home Base Station to another room to possible avoid interference.
- Set up a new Arlo account with another email address and shared my devices.

None of these have worked, it still randomly appears offline.

After opening the Arlo app, it may show online immediately, after a few seconds, or it might not at all until I quit the app.

My wife’s iPhone doesn’t have the same issue, but she’s running an earlier iOS and Arlo app version.

Could there be some strange incompatibility between iOS and the Arlo Secure.

I am totally lost on what to do.

[BrookeN]

Are you the authorized user or the primary account holder?

[BobbyJohn]

Primary account holder, owner. 

[BobbyJohn]

Update...I think the "dropping offline" issue is only related to my primary account. I used another email to create an Arlo account and assigned that account that as an authorized user for my three Base Stations.

As an authorized user on that account, the Base Station "dropping offline" is not happening, at least as best I can tell.

Very strange that it is only happening with the primary account, not the authorized account. As stated in the original post, my wife isn't having the dropping offline issue, and she's an authorized user.

I've deleted the Arlo Secure app twice on my iPhone, restarted the iPhone, and then reinstalled the app. Did not help, the dropping offline is still happening with the primary account.

If all this troubleshooting is correct, what's going on with my primary account? Never happened before until a month ago.

[BobbyJohn]

Another update, I logged into my primary account on my Mac via Chrome and the "dropping offline" do not appear to be happening, best as I can tell.

Unless I'm not troubleshooting properly, looks like this issue might only be related to my iPhone and the primary account. iOS v18.1 issue with the Arlo Secure app? If that's the case, why is my authorized user account working fine?

I'm so confused now.

[BrookeN]

Is the authorized user as well as the primary user all on the same software version?

[BobbyJohn]

Yes, I'm troubleshooting on my iPhone, signing in and out of my primary and authorized user accounts. It seems to only be an issuee with my primary account. So strange.

[Edinburgh_lad1]

A problem is that Arlo doesn't let you see logs and so you can't tell what is really going on with the system. I don't know what the rationale behind users not being to see logs is. 

@BrookeN would you be able to give us an explanation about why users ulae unable to see/a vess logs?

[BobbyJohn]

For over a day I have been signed into my authorized account on my iPhone with access to my three base stations. Not a single issue with my home base station dropping offline. It only drops offline when using my primary account, and when I'm at multiple locations, not just at home.

Anyone else have a similar issue?

[BrookeN]

Can you go to the about section of the app, it is under settings and let me know what version you are on please. 

[BobbyJohn]

v5.2.1 (8623)

iOS 18.1

[BrookeN]

I only see VMB5000 on your accounts. Are you referring to the VMB5000? And is it happening on both or just one of those basestations?

[BobbyJohn]

My home is  Arlo Pro 2 Base Station VMB4000 with a separate Arlo Secure account. I was using that primary account for my home and two other base stations (VMB5000) that I granted myself as an authorized user. Those two Ultra VMB5000 base stations are managed under a separate Arlo account. Make sense?

[BrookeN]

Please dm me the email address that is associated with the VMB4000. You send a dm by clicking on the envelope icon on the top right of the forum page.

[BobbyJohn]

Done.

[BrookeN]

Thank you, I did receive that. I passed on all the information onto our development team. As soon as I have an update I will reach out to you.