Arlo Pro 2 system showing offline even though it is online

[Decko]

Starting last week, my system is showing as offline in the app and on my.arlo.com despite still being online. I get motion notifications and can see recorded clips in the library. But the device and mode tabs show everything offline.

Looking in the developer tools in my browser on my.arlo.com I can see the Arlo API returns 500 internal server errors so it seems like something broke on the Arlo backend. I contacted the chat support which was not able to help, saying the cameras are end of life and not supported.

So does this mean Arlo Pro 2 can no longer be used? Was there an official announcement on this, or can any Arlo engineers look into the issue if it is still supposed to be working?

[DannyBearAgain]

@Decko 

Yes had the same issue earlier in the week, usually occurs after a firmware update has been pushed out.

You may also find that the schedule will not change the base mode and so sticks.

The usual workaround is to power cycle the base station which will get it back online but you usually loose the cameras soon after saying they are offline. I usually have to wait an hour or two for them to return.

[BrookeN]

@Decko are you still seeing this same behavior?

[Decko]

Yes @BrookeN everything still shows as offline, but recordings/motion notifications still pop up.

[BrookeN]

Which basestation are you using?

[Decko]

It's a VMB4000

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[DaveGarrels]

I'm having the same problem, in the new app, cameras show offline, but I still get notifications of activity, video clips included.  Suggestions?  

[BrookeN]

You can try to remove one camera from the account and add it back on and see if that changes the behavior you are seeing. 

[DaveGarrels]

I'm having the same issue in the new Secure 4.0 world.  After reading another thread, I tried to remove all the devices from Secure, and re-add them.  But...  the app says it can't find the base station, even after I cycled power.  

Am I just dead in the water with my older system in the new app environment? 

Base: VMB4000, Arlo Pro 2 cameras, Android app version 6.0.0_28852

[bwing27]

Im having this same issue.  Base station and cameras show offline, but Iam getting notifications.  The problem is that the cameras are at a vacation home and Im not able to access any of the devices.

Base: VMB4000r3, Arlo Pro 2 H3 cameras,

[BrookeN]

@DaveGarrels  and @bwing27  can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[bwing27]

PM Sent

[DaveGarrels]

Thanks for the offer to DM.. but (and for all others reading this)...

I did a full factory reset on my base station and cameras, and got them all working correctly again.  Happy to have that solved.

Now if I could just get it to stop notifying me when in Standby Mode 🙂 

[DaveGarrels]

As an update, I found (in the web viewer) where to set actions for Stand By and Arm Away modes.  I'm sure it's in the mobile app, too, but it was easier to find in the Web View.

[Decko]

@DaveGarrels did you remove the base station in the app or how did you do the reset?

[dmalene]

I started having the same issue a few days ago. I also don't want to do a full factory reset - too many customizations, integration with SmartThings and Google Assistant .. Is there another solution here?

Edit: A base station reboot brought the cameras back online. Hope they stay that way!

[BrookeN]

Are you still seeing this same behavior?

[dmalene]

I do not. The base station reboot fixed the issue for me. Thanks!

[Decko]

@BrookeN I am still seeing the same behavior 

[BrookeN]

@Decko have you rebooted the base station?

[Decko]

@BrookeN yes I have done multiple reboots to no avail.

[BrookeN · Accepted solution]

Remove one of the camera from the app completly and add it back to the account. 

[BrookeN]

@Decko did those steps work for you?

[Decko]

@BrookeN yes that fixed it! Thank you so much!