Arlo Pro 2 offline

[DMRanalli]

The system was set up by my husband who passed away.  I don't know much about it.  I have the home base and Arlo Pro 2 cameras outside.  Some of them just started going off-line.  I had the app on my phone so decided to try to reinstall it.  Now nothing will connect to the Home Base that I have.  I have internet.  Tried to go a factory reset.

Are these cameras and home base any EOL and not supported anymore?   Can anyone help?

I try to chat on line and get some support.  I pay once a year but can't even log into my account now to see what kind of subscription I have.....it was renewed automatically in July 2023 and I updated my email etc.

However, now I can't get anywhere to find out anything!!  

[ShayneS]

@DMRanalli 

Do you have another email/account associated with this annual subscription?

I do not see an active subscription at the moment. 

What is the error messaging received when trying to install the base/cameras?

[DMRanalli]

Hello,

It was possibly under 

My credit card was charged in July 2023 for this:

ARLO TECHNOLOGIES INC  408-638-3750     $129.47

I updated the APP on my SAMSUNG Android 22 phone - and now no cameras appear and when I go through the prompts to set up the base..it can't find any ARLO Devices.  I havae an ARLO base that all the cameras are connected to.  From the old APP, the cameras were listed as Hawkeye PRO 2s.  I started to have issues with a few being off-line all of a sudden.....and once I updated the APP, all of them went off-line.  My internet is working and strong, so no issues there and the cameras were charged.   Can you help at all?  I'm at a complete loss.

Thank you.

[StephenB]

Did you set up a new account when the app was updated?  If you did:  Did you remove the cameras and base from the old account???

Updating the app shouldn't have removed the cameras and base from your account.

[DMRanalli]

@StephenB

I went to the Google play store and downloaded the updated APP - I did not remove any cameras or base from the old account and did not set up a new account.  I can still log into my account but it doesn't show anything.

[StephenB · Accepted solution]

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@DMRanalli wrote:

@StephenB

I went to the Google play store and downloaded the updated APP - I did not remove any cameras or base from the old account and did not set up a new account.  I can still log into my account but it doesn't show anything.

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Ok.  I am thinking that you are using a "friend" account, and not the primary account set up by your husband.

If so, does your account now show "Feed" and "Dashboard" as menu options?  Or does it still show "Library"

Hopefully support will be able to help you get everything resolved.