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

[FlipPat31]

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?

[dangerpenguin]

If your ISP is AT&T, there is a known issue they are trying to fix.  I'm not sure what this could possibly be, and I got a poor explanation and apology on the phone for the "inconvenience".  Frustrating. 

[jsaaved]

I'm having the same problem. I was with Arlo tech support last night until midnight (before spoke with AT&T) just for them to tell me that they will keep investigatin the problem and will contact us within 24-48hrs 😞

Does anobody has any idea what is going on? This should be some kind of settings that AT&T has implemented that is blocking arlo's? Evertyhing was fine before 03/19...

[jsibayan]

@PM5 You and me both have $800.00+ dollars invested in Arlo. Like I mentioned in my previous post, yesterday. I don't think AT&T is the issue. If AT&T is the issue, I would believe there would be other issues with the entire Internet, not just Arlo. If you think about it, the Arlo login web address is not working, but other web links, URLs of Arlo works or else we could get on this forum to comment on things. I seriously think that Arlo may have updated, changed, or attempted to fix something that threw off the entire camera system. That's just my couple of cents. 

[Garrj1912]

Spent 90m minutes on phone with three different call centers for ATT in India.  Finally got one to listen,  They said they then found there is a "Network issue" but had no ETA to fix.  That was 6 hours ago.  My base station still does not connect.  Hopefully ARLO folks are contacting ATT to say thier hurting thier customers.

[jguerdat]

---

What about the AT&T question? If your ISP is blocking for any reason, it won't work

[Garrj1912]

I took my phone and computer to work and tried from thier Cable, I could reach the website just fine.  This IS an ATT issue.

[mfz961]

I do beleive there is some valid insites to the fact that Arlo may have done a firmware update on the base stations and BRICKED them. I have two base stations and both are off line. When I use the phone to access the MyArlo site over the wireless network, I can log on, but everything is grayed out, meaning it is useless. From my home on te computer, I can not access MyArlo at all. But I have other sites that are doing the same thing. So with net neutrality AT&T may be flexing it's muscle.

[mfz961]

But could you see your cameras and base stations?

[jguerdat]

There is an issue with AT&T causing connection issues. Many users have reported this. Work with AT&T support.

[Garrj1912]

No, just able to get to the wen site.  The cameras and base station still cant get out due to ATT network issue.  😞

[belinda7467]

I am having the same issue.

[jsibayan]

I guess, "I stand to be corrected!". AT&T just informed me that they're having issues with Arlo and that "AT&T are doing everything they can to resolve the issue." They also informed me they are trying to move certain formats something to the effect of DMZ, TCP or DCP around in order for the Arlo Cameras will work. They also stated that that certain ports needed to be open at which I mentioned that Arlo suggested ports "80, 123, 443" are already open. 

What I don't understand is why I can't login to the https://arlo.netgear.com/#/login URL. And why did all of this just spontaneously just come up. One of these two companies, AT&T or Arlo must have changed something for this effect to occur. Why don't either company just reverse the changes so WE, Arlo customers can get back to normal. 

[YazooGirl]

Have tried all help steps suggested and still no connection. Two amber lights and nothing happening. 

[jsibayan]

@YazooGirl  Yes, we are all going through this issue...Have you read the comments on this thread. It's a freakin headache and a half. 

[JamesC]

We are aware of reports that some customers are experiencing two issues:

•    Inability to access My.Arlo.com

•    Arlo Base Station is offline

Our team is investigating these reports. We apologize for the inconvenience and will provide an update as soon as possible.

Arlo Community Team
 

[Cl7741]

Same here. It's been 2 days

[Deej14]

Here is a traceroute from my home in Texas to  arlo.netgear.com and my.arlo.com. The last hop is in the EU (80.231.20.82). If your neighbor has a different ISP you can take your base station and plug it into their ISP router and see if it goes green. My neighbor has Spectrum, so will see when he responds.

Tracing route to ArloProdLB-1815857678.eu-west-1.elb.amazonaws.com [52.17.126.28]
over a maximum of 30 hops:

1 4 ms 3 ms 2 ms homeportal [192.168.1.254]
2 22 ms 30 ms 45 ms 172-5-100-1.lightspeed.snantx.sbcglobal.net [172.5.100.1]
3 23 ms 20 ms 20 ms 99.71.0.66
4 29 ms 33 ms 35 ms cr82.ftwtx.ip.att.net [12.123.154.114]
5 34 ms 31 ms 30 ms cr2.cl2oh.ip.att.net [12.122.2.209]
6 34 ms 30 ms 30 ms 12.123.18.233
7 28 ms 28 ms 28 ms 192.205.36.206
8 139 ms 139 ms 139 ms if-ae-37-3.tcore1.aeq-ashburn.as6453.net [66.198.154.68]
9 150 ms 149 ms 147 ms if-ae-30-2.tcore2.nto-new-york.as6453.net [63.243.216.20]
10 145 ms 147 ms 164 ms if-ae-32-2.tcore2.ldn-london.as6453.net [63.243.216.23]
11 141 ms 141 ms 152 ms 80.231.20.82
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.

[Maz4]

I have the 3 arlo pro cameras and an arlo doorbell. For the past 2 days , the base station for arlo is not connecting to my At and T internet. I called Arlo and was told to make sure At and T had 3 ports open so it can connect . All ports are open and still nothing . My wifi to open the app isnt working either . Am I the only one having this problem?

[jguerdat]

Check the growing thread in the Pro 2 section here. AT&T has an issue that can't be solved by Arlo. Beat on AT&T.

[ShannonB]

I have an original Arlo system and AT&T DSL and an also having this issue. Is there an ETA for this fix?

[mfz961]

I have run a trace on the connection to MyArlo.

Traceroute has started…

traceroute: Warning: arlo.netgear.com has multiple addresses; using 52.210.203.231

traceroute to arloprodlb-1815857678.eu-west-1.elb.amazonaws.com (52.210.203.231), 64 hops max, 72 byte packets

 1  10.241.159.227 (10.241.159.227)  2.355 ms  2.163 ms  1.954 ms

 2  172-13-72-1.lightspeed.irvnca.sbcglobal.net (172.13.72.1)  22.399 ms  27.265 ms  43.393 ms

 3  64.148.105.144 (64.148.105.144)  20.043 ms  20.329 ms  20.095 ms

 4  75.20.1.38 (75.20.1.38)  23.421 ms  23.108 ms  22.104 ms

 5  12.83.38.217 (12.83.38.217)  27.714 ms  26.135 ms  23.927 ms

 6  12.242.115.3 (12.242.115.3)  29.894 ms  30.874 ms  31.957 ms

 7  las-bb1-link.telia.net (80.239.193.213)  28.642 ms  24.603 ms  25.279 ms

 8  ash-bb4-link.telia.net (62.115.137.38)  159.536 ms  159.795 ms  159.588 ms

 9  ldn-bb4-link.telia.net (62.115.122.60)  161.765 ms  154.289 ms  153.836 ms

10  ldn-b7-link.telia.net (62.115.138.155)  171.647 ms  353.878 ms  172.700 ms

11  a100-ic-314219-ldn-b7.c.telia.net (213.248.89.70)  173.699 ms  182.650 ms  178.964 ms

12  * * *

13  * * *

14  * * *

15  * * *

Starts to slow down at step 8.

[Huleo]

Same problem in Dallas Ga att blames Arlo!! Arlo blames att

[mfz961]

The ATT tech I talked with, stated that it was leaving the ATT  network before it ran into trouble. But who knows, finger pointing.

[Cortizone]

Here is a different question but it pertains to this outage.  I have an external 1TB hard drive connected to the base station.  I thought in cases where the base station lost it's internet connection the cameras would still be captured on the external HD?  That is not happening with this outage...I get nothing on the external HD (so what good is having the external?).

[DanaM]

My Arlo has been working fine since last November when I bought it. Two days ago, suddenly my base station went off line and I can not connect. I tried multiple resets, power re-cycles, waiting long periods, reseting my internet modem etc. I logged into my router and I can see the Arlo base station VMB4000 connected. All lights are ok on the internet connection. I verified the hard wired internet connection with my PC and all is ok. The internet light stays amber. Power and camera lights are green. I do not know how to check ports on my router. I have seen other have had similar connections problems in the last few days but do not know how to link my case to theirs. Any ideas?