Base VMB4000r3 shows offline in app for friend accs, shows online on web. Other base works fine

[Kaysahn]

I have seen the closed board that covered this topic back in February 2024 but this has just happened to my husband.

He cannot access the modes to turn the cameras off and on. This is only happening on his I-phone which is operating on IOS 17.7 (Iphone Xr). App version is 5.0.2.

I too have done all the reset, delete and reload, log out, log in, cancel sharing and reinstalling it and nothing seems to work.

How was this fixed please?

[BrookeN]

The development team is currently testing a fix that will be made available in an upcoming version of the Arlo app that we hope to release very soon. Once we have more information available about this release, we will provide an update. We apologize for any inconvenience caused.

[BrookeN]

The development team was able to reproduce the issue as described and is continuing to work toward a solution. As soon as we have more information available, we'll post an update.

[BrookeN]

We are still currently investigating this behavior. I will update the community as soon as possible. 

[TJR44]

“We are working on it” is a satisfactory response for only so long, and that time has expired. This problem and the fix can’t be that difficult, everything was working well until that horrible app revision. I have a friend who really loves her Ring doorbell and additional security cameras. Most likely time to move on from Arlo……

[maverk]

I feel exactly the same way. Perhaps it’s time to move on. It’s hard to believe that this is a tough problem to fix. The worst is that Arlo itself does not make any official announcement about this. For a “security system” not working for a whole month is such a long time. Other than expressing our frustration it seems like there is nothing else we can do.

[ridgetopranch]

Not “ moving on” because we have all invested in these systems. . Posting bad reviews will be my next step. I want to warn people that ARLO does NOT work as it should and they are not fixing it. Super frustrating. Maybe if all our bad reviews impact  their sales, then they will take this problem more seriously. 

[jguerdat]

We need to know if all users see the same interface since a mismatch can cause this issue. The old interface uses Library to view recordings while the new one uses Feed.

[maddy0218]

Sorry! Everyone has the newest update and same interface

[jguerdat]

If you have a subscription of any sort, use the app to go to Settings, Support and choose your base. Scroll down to Contacts to see what official support may say. I'll also tag the mods here - @JamesC , @ShayneS , @BrookeN 

[Just1Guy]

A family member and I have shared admin rights to each others systems.  A few weeks ago, we both noticed duplicates when looking at the Mode view of each other’s systems.   Since then the systems that we monitor for each other show “off line” in the Mode view and we can not arm and disarm each other’s systems.   Essentially “Admin Rights” are no longer working correctly.   
How do we fix this?

[Veza37]

I will be cancelling my subscription. It’s a safety issue that a security camera bug isn’t fixed after a month. I suggest you all do the same to boycott this BS.

[TJR44]

If I was the owner of the system I would do the same. Since I am just a shared user, all I can do is work hard to convince my family member/system owner that Arlo customer service is not responsive enough to correct a simple application bug, and does not deserve our business.

[StephenB]

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@Just1Guy wrote:

Essentially “Admin Rights” are no longer working correctly.   
How do we fix this?

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Unfortunately, all you can do is wait for Arlo to fix the bug.

[BrookeN]

Are they on iOS devices?

[maddy0218]

Yes they are all IOS devices 

[dcollas]

Hi, same problem since last update. Today seems to be fixed… I updated iOS and arlo yesterday, but still not working. And now seems to be back online. 

[dcollas]

Now it’s working!

[TJR44]

I updated Arlo and iOS on my iPhone 8 and the Mode function in the Arlo app still says offline. Five AM 11/07/24 Pacific standard time. 
😖😖😖

[IdahoTowerMan]

Just updated the Arlo app to Version 5.2 this morning. My wife still has no ability to control the system. Her iOS is also at the latest version. 

[TJR44]

Hello dcollas,

would you mind telling us what Arlo app version you are using, what iOS version you are using, and your iPhone model? I hope this problem has remained fixed for you. Thanks!

[Yuki123]

Mine is still not working as well. I am using Iphone 15, with the latest IOS 18.1 and Arlo 5.2

[Jpklinedinst]

Same here. Still not working. App and iPhone both running on latest versions. 

[BrookeN]

The development team is currently testing a fix that will be made available in an upcoming version of the Arlo app that we hope to release very soon. Once we have more information available about this release, we will provide an update. We apologize for any inconvenience caused.

[IdahoTowerMan]

Thank you for the update. Hope the new release solves the issue.

[dcollas]

iPhone 16 iOS 18.1 arlo 5.2. My husband is iPhone 12. We both see the shared devices. Still working for now. We are in Spain. Devices in Spain and France. 

[dcollas]

iPhone 16 iOS 18.1 arlo 5.2. My husband is iPhone 12. We both see the shared devices. Still working for now. We are in Spain. Devices in Spain and France. I think there’s nothing to do with the updates yesterday because didn’t change anything at first. Just begin to work this morning. 

[afadam]

I'm having an issue with my Arlo system and need help. As the primary owner, everything works fine—I can view devices and arm/disarm the system. However, any invited users, even with admin rights, see the base station as offline and can't control it.

Here’s what I’ve tried so far:

• Factory reset the base station and cameras, reinstalled everything.
• Connected the base station directly to the router (no mesh network).
• Opened ports 80 and 443 on the router.
• Ensured all devices run the latest Arlo app.
• Removed and re-added shared users multiple times.

Despite all this, the problem persists. Any ideas on how to fix it?

[StephenB]

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@afadam wrote:

I'm having an issue with my Arlo system and need help. As the primary owner, everything works fine—I can view devices and arm/disarm the system. However, any invited users, even with admin rights, see the base station as offline and can't control it.

Despite all this, the problem persists. Any ideas on how to fix it?

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Wait for Arlo to roll out the bug fix.