Base station Intermittently goes offline

[BirdieTurkey]

After getting a new modem, the base station keeps going offline intermittently throughout the day. I remember reading about modem settings somewhere but I cannot find the thread. Internet is not cutting out and it is hardwired directly to the modem. Have tried using different cable and port already. Guessing that there is some settings inside the modem... please help.

[jguerdat]

First, what are the base LEDs showing when "offline"? If all are green, it's not your system. Try force closing the app and open again as well as using both cell service as well as WiFi. Try a computer browser.

[BirdieTurkey]

Green, solid amber, green,

No issue with the app at all. Just the base station itself.

I also have reset the base station, removed all devices from my profile... then added them all again as if brand new from factory. No change 😞 base is still offline intermittently

[StephenB]

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@BirdieTurkey wrote:
Green, solid amber, green,

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Might be worth contacting support. https://www.arlo.com/en-us/support/contact.aspx

Amber means that ethernet is working, but that the base isn't reaching the internet.  Did you just switch to a new modem, or did you actually change to a new internet provider?  Do you have any other devices connected to the modem/gateway using ethernet?

One thing you could do is look at the modem/gateway's attached device list, and see if the base is shown there.

[BirdieTurkey]

Same provider, new modem. During times that it’s offline I have ran Speedtests (45+ mb/s) and have not witnessed issues with any other devices. I’ll check the gateway devices when I get back home. Are there any firewall settings that could cause this?

Thanks for the replies!

[jguerdat]

Firewall could do it but if it's an ISP-owned device they may have to be the ones to fix the issue. Ports 80, 123 and 443 to arlo.com must be open.

Have you rebooted both the modem (is it a modem/router or separate? If separate, reboot both) and the base, in that order?

[StephenB · Accepted solution]

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@jguerdat wrote:

Firewall could do it but if it's an ISP-owned device they may have to be the ones to fix the issue. Ports 80, 123 and 443 to arlo.com must be open.

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Port 80 and 443 are used for http/https.  Port 123 is used for ntp time sync.  No ISP will block those ports. 

Some enterprise class firewalls might proxy them (and potentially selectively block them).  If you have parental control features enabled in your home router, you could try disabling them.