Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Aspirant

Issue with ATT internet, base station offline/cannot connect to my.arlo.com

I have the Arlo Pro 2 Base Station connected to 6 Arlo Pro 2 cameras. I’m not sure but after one of the updates, the base station hasn’t been responsive to the app (which has been going on for almost 2 weeks). No footage are recording and I have not been able to see live footage. Whenever I turn off and turn on the base station, it works for about 15 minutes or so, but then it stops.

When I’m on the app, it can’t collect information from the base station. When I go to the devices section, it’s constanly saying “getting information”...

I’m not sure what’s going on and I really don’t want to reset the whole system to factory settings because positioning all 6 cameras is such a chore. Anyone having the same issues or have a fix?

Message 1 of 186

Accepted Solutions
Community Manager

Re: Connection problems

Arlo Community,
 
The ISP routing issue resulting in some customers’ inability to access My.Arlo.com and Arlo Base Stations being offline has been resolved. We appreciate your patience while we investigated these reports and worked with our service partner to address and resolve this matter. 
 
Please let us know if you’re still experiencing any issues.
 
Thank you,
Arlo Team
 

Message 180 of 186

All Replies
Virtuoso

Re: Base station not connecting to the internet

Have you got access to a web browser to see if you can access arlo ok.

If you’re using local wifi on your mobile, turn it off and see if you can access arlo ok using the cellular network instead.

If you’re modem router has dual band wifi then try using the 5Ghz band for the mobile Instead of the 2.4ghz channel that the base station shares with the modem router.

Also if you have smart devices like Chromecast or google home change these to the 5Ghz band if you can or turn them off as they too can share the same wifi channel with arlo and your modem router.
Message 2 of 186
Tutor

Re: Base station not connecting to the internet

Same problem as of early this morning...
Message 3 of 186
Guru

Re: Base station not connecting to the internet

But did you try anything suggested above? WHat have you tried? WHat do you see?

Message 4 of 186
Aspirant

Amber lights. Please help.

Woke up this morning and noticed my arlo base had an amber internet light. Did some rebooting and nothing changed. Did a factory reset and now have two amber lights (internet and cameras). Anyone willing to help?

Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 5 of 186
Guru

Re: Amber lights. Please help.

The amber Internet light might be solved by just rebooting the modem, router and base, in that order, letting each initialize before going on to the next. Unfortunately, having reset causes the Camera LED to go amber and you may need to do a full reset and start fresh. Remove all devices in Settings, My Devices. Use the Add Device selection in the Devices tab to claim the base. Sync the cameras. Be sure to note all settings, modes, rules, and schedule before doing this to speed rebuilding.

 

A quick thing to try before going that far is to simply see if you can claim the base as above and see if everything works. If not, you're stuck with the full reset.

Message 6 of 186
Tutor

My.Arlo.com not working at all

Arlo stopped connecting to the internet this AM. Tried clearing cache, etc. no luck. Went to log onto the my.arlo.com and it wont even come up. Called support, they finally agreed it was a server issue, but did not know about it and had no knowledge of when it would be fixed. Anyone have a clue whats up?
Message 7 of 186
Aspirant

Re: Amber lights. Please help.

Ok bare with me. I’m not a tech guy. I have the ATT router. And the Arlo base. Where/what would the modem be?
Message 8 of 186
Aspirant

Re: Base station not connecting to the internet

Same here tried everything
Message 9 of 186
Guru

Re: Base station not connecting to the internet

Why is it so hard to actually list what you've tried? We can't guess - your "everything" may not actually be everything.

Message 10 of 186
Guru

Re: Amber lights. Please help.

If you don't know that you have a modem, it's likely a 2-in-1 modem/router so start by power cycling that.

Message 11 of 186
Tutor

Arlo pro base offline

My base has been offline all day. My iOS app also won’t sign in on my att WiFi, it works if I turn WiFi off. I have reset the arlo base and my WiFi gateway and modem several times. Every thing works but my arlo base and app on my internet. I have a green power light and 2 amber lights on. What gives ?
Message 12 of 186
Highlighted
Star

Re: Arlo pro base offline

I’m having the same issue. Also on ATT internet. Makes zero sense.
Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 13 of 186
Apprentice

Base offline since this am

My arlo base went offline approximately 9pm est last night and no matter what i do will not come back up. Internet light is amber. I have rebooted my entire network, delete try to re-add etc. I am ATT fiber customer and use eero as my router. Thinking this may be some sort of ATT blocking issue as i think someone else is having the same issue with ATT?

Message 14 of 186
Apprentice

Re: Base station not connecting to the internet

Same issue here. Have tried all troubleshooting. ATT fiber and eero constitutes my network. Internet light stays amber.

Message 15 of 186
Apprentice

Re: Arlo pro base offline

Samue issue here. Also using ATT as my isp. Base has been offline since sometime last night. Have tried all troubleshooting for a few hours now and internet light stays amber no matter what.

Message 16 of 186
Guide

Re: Base offline since this am

Same problem here.  Amber internet light.  Cannot access MyArlo.com to log  in.  This has been an issue all day.

Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 17 of 186
Apprentice

Re: Base offline since this am

Is ATT your ISP?

Message 18 of 186
Guide

Re: Base offline since this am

Yes, via UVerse

Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 19 of 186
Aspirant

Re: Base station not connecting to the internet

I have tried reconnecting and everything listed in the troubleshooting list, internet stays amber has been this way all day. I have att and no other issues with anything else and can access on wifi and without still will not connect. P
Message 20 of 186
Tutor

Re: Arlo pro base offline

Been working fine for over 2 years. What’s really strange is the phone app won’t sign in at home on the WiFi but will if WiFi is off. It seems like att is blocking arlo
Message 21 of 186
Apprentice

Re: Arlo pro base offline

Yep same experience with sign in only working off my home network. Hopefully someone here will see this and get with ATT. Has to be on their side.

Message 22 of 186
Apprentice

Re: My.Arlo.com not working at all

Do you happen to be using ATT as your ISP?

Message 23 of 186
Apprentice

Re: Amber lights. Please help.

Same issue here and also have ATT as my ISP. Seems a few of us are all having issues and ATT as the isp is the common ground.

Message 24 of 186
Aspirant

Re: Base station not connecting to the internet

Same situation here as well.  Going on since this morning.  AT&T Fiber is my provider, and everything else seems fine except for Arlo.  Can not access website (arlo.netgear.com) through browser (Chrome) nor my phone's app (IOS).

 

Internet light is also amber on base station.

 

Frustrating...

Model: VMB4000 | Arlo Pro/Pro2 Base Station
Message 25 of 186