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Re: All Cameras Intermittently Go Offline

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MAMiller44
Tutor
Tutor

So here's what's going on...all cameras (whether it's Ultra or Pro 3 on Ultra or Pro 3 base stations...I'll get into that below) will intermittently go offline at the exact same time, and without doing anything they will randomly come back online. The "Your device is not connected - Make sure it's connected to your router and has a working internet connection." comes up for all cameras at the same time. Now, here's some basic facts of exactly what happens when this occurs:

- This occurs on both the iOS app and the web browser so it's not an app issue.

- It is not a WiFi channel issue. I have a Linksys Velop system and the 2.4 network is on channels 3, 4, and 7. The node that the Arlo base station is plugged into is on 4. Arlo support tells me base stations are ALWAYS on channel 1 so this should not be causing it. Just in case it matters, 5Ghz is on channels 36, 36, 48, 161, 161, and 161.

- It is not an internet speed issue. I have Frontier fiber and am consistently getting a minimum of 500 mbps both upload and download with 0 or 1 ms ping.

- It is not a router issue. The velop system notifies me if a node loses connection and I have never had  this happen. I tested to make sure this works and the notification works flawlessly.

- The base station shows a solid blue light as though everything is working perfectly when this does occur.

- All cameras and base stations have been fully up to date with firmware.

- The BIGGEST Concern: CVR still records!! I paid for CVR service just to prove this to Arlo's worthless customer service team. With CVR, say the system goes "down" for 15 minutes and it says all cameras are offline, once the system works again I can go into the CVR timeline and the camera was recording the entire time. I do not have any local recording so the camera is recording fine, sending the video the base station, and uploading it to the cloud.

 

This exact same issue was also happening with my Arlo Ultra base station...I used to have a 4 camera Ultra system. Arlo support was worthless and thought it was a hardware issue so I used my Best Buy protection plan to replace. They were sold out of Ultra's so now I have an Arlo Pro 3 base station with 2 cameras and a floodlight...and the same issue! If this is not addressed soon I'll be getting rid of Arlo altogether. Unfortunately I do love the functionality of the system when it works and I was using his system for a year straight with no issues up until now.

 

Anyone have any ideas what could be happening? Really hoping it's just an Arlo screw up and it will be fixed quickly with a base station update.Whenever I get a notification of somebody in my yard like a delivery, I watch to make sure that's what it is and not somebody snooping around.

Model: VMB4540 | Arlo Pro 3 SmartHub
JelloX
Tutor
Tutor

Hi,

 

I'm experiencing the same issue. All camera's are offline when I open the app and all come back online at the same time and this can take up to 5 minutes. I have good internet speeds, connection is stable and have excellent WiFi coverage. Turning the smart hub OFF then ON makes no difference with a solid blue light all the time. I deleted the app and reinstall which improved the situation with Arlo being offline only intermittently now and when it does go offline its only for a short duration <1 minute.   

Model: VMB4540 | Arlo Pro 3 SmartHub
MAMiller44
Tutor
Tutor

This issue has nothing to do with the iOS app for me. I had previously tried re-installing the app and the issue persists on the web browser platform on a computer as well.

 

Here's a screenshot of exactly what's happening. At this very moment the internet connection was perfect, there was no loss of power/internet whatsoever that occurred, and the base station was solid blue as though everything was good. I'll post a second screenshot in a moment which shows that the cameras were actually recording and working but the issue with the base station / software prevented any notifications from occurring or me being able to view them. FIX THIS ARLO!

Model: VMB4540 | Arlo Pro 3 SmartHub, VMB5000 | Arlo Ultra SmartHub
MAMiller44
Tutor
Tutor

Here's the second screenshot. You can see in the time stamps that the recording occurred just before I caught that the system was "offline." I know this because I pulled into my driveway and didn't receive a notification.

Model: VMB4540 | Arlo Pro 3 SmartHub, VMB5000 | Arlo Ultra SmartHub
rwxrwx
Apprentice
Apprentice

There is another post that discusses the same issue that you are currently going through.  I too am still waiting on a fix.  It's frustrating to go to the app to view a camera and then get the message that cams are offline then have to wait 5-10 minutes sometimes to access the cams.  This happens EVERY DAY.  Come on, Arlo.  Get this fixed already.

MAMiller44
Tutor
Tutor
Do you have a link to this other thread? I’d like to follow it too.
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Apprentice
Apprentice
JamesC
Community Manager
Community Manager

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

 

JamesC

MAMiller44
Tutor
Tutor
Why hasn’t this been fixed yet!????
JamesC
Community Manager
Community Manager

A new version of the iOS mobile app is available from the app store. Please make sure you have the latest version downloaded and test again to see if you experience the same behavior.

 

JamesC

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Apprentice
Apprentice

So far, so good on the updated app.  The only thing that I'm seeing now is that sometimes my thumbnails are snowy.  The snowy  image will show up on my Apple Watch the same way when I get a notification.

 

 

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Apprentice
Apprentice

Pertaining to my last post I have a hunch this is occurring when smart detection is used.  The only image that is displayed is the image of the item detected.

hvmohr
Aspirant
Aspirant
I have the same problem as described by many other users. Cameras and/or bridge randomly goes offline and I have to restart/reboot the bridge. My bridge went offline during a short vacation and drained the otherwise full batteries on the cameras.
It has been going on for a while now and there has been no Firmware updates from Arlo/Netgear. It’s not good!!!
Model: VMB3000 | Arlo Base Station
liaf2000
Aspirant
Aspirant

1 camera has been doing this for a couple of months. A total of 4 cameras. Now I have a 2nd camera doing it. They will not play live or record anything. I have 1 camera working fine, but another will play and record, but motion detection stopped working.  I have tried changing the battery, resynching, and restarting the base. If I do this sometimes they work for a bit, but then continue to fail. I do not pay for the subscription, but none of my cameras have that and 2 will record, albeit one will only record when audio is detected. 

Model: VMB4000 | Arlo Pro/Pro2 Base Station
RingArloNest
Aspirant
Aspirant

It appears the cameras randomly going off line is a known Arlo issue based on the Arlo Employee's post 9/20 and wrote that people must update their App.  Not sure why updating the App would have any impact if you also access from your laptop.  None the less, I just got Arlo Pro 3 12/20 and it occurred to me within days of use.   Tried chat support and after an hour of no one coming online, I submitted a case to Arlo.  The autoreply said I would receive a support response within 48hrs.  Well 72hrs later, they came back with a generic statement saying it must be my internet, which I responded it was not as I checked everything to verify at the time the cameras went offline.  Now that I have read this thread, I am further frustrated by the response because Arlo support knew this was a common issue and waited 72hrs to give me the brush off. I guess they might respond in another 72hrs and perhaps play the game of blaming it  something else rather than admitting there is a problem that they don't have a fix for in an attempt to delay my ability to return within the return period.  Clearly they won't try to troubleshoot with me b/c they know it's not an issue support can resolve and that the developers need to handle.  Sure would be nice if they'd state that an offer an extended warranty period while they wait for the global pandemic to end so their developers could come back in full force to address the issue.  Because I'm sure that is a major factor in resolving this issue.  But time is not on the consumer's side to wait due to the warranty period ending before the pandemic ends.  All Arlo needs to do is extend the warranty period b/c most people are reasonable enough to understand that the developers are at home social distancing.   That way, I wouldn't be as quick to return this to Best Buy, and would be willing to wait for Arlo to work out the issue.  And it would save both the consumer and Arlo Support unnecessary wasted time playing the frustration of troubleshooting a problem at the Tier 1 level that requires a Tier 3 solution. 

 

 

Model: VMC4040P | Arlo Pro 3 Wire-Free Camera
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Apprentice
Apprentice

RingArloNest, it has been extremely frustrating as well on my end.  I've submitted 3 support tickets and I've not got a single response to either of them.  It's been 3 weeks since I've submitted my first ticket and it hasn't been dealt with by their support team. And I'm not giving them a pass on Covid.  Most can work from home and there is no reason to think on my end why it would take this long to respond.

 

I went ahead and moved my hub over to another Eero mesh unit just to see if maybe the one it was plugged into was faulty.  Nope.  Same thing.  And now that it's in my living room I can now see the light blink amber in real time.  I'm not kidding when I say this.  It blinks amber a MINIMUM 3 times an hour.  So, let's do the math.  3 x 24 = 72.  72 times a day my hub flashes amber and I cannot access the cameras!  This is completely unacceptable and inexcusable!!!  I've requested that a new hub be sent as mine is still under warranty.  If I don't get a response today I will be calling and demanding one.  Arlo should be ashamed of themselves.  

 

Does anyone know if there is a log someplace that I can access and see what all is happening?

Model: VMB4540 | Arlo Pro 3 SmartHub
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Apprentice
Apprentice

!!UPDATE!!

 

Okay, so first and foremost, apologies to Arlo on this one.  After doing some digging my Arlo hub was not the problem after all.

 

I am using Winston Privacy.  It is a device that monitors all internet traffic coming and going into my home.  It "prevents" fingerprinting,  location tracking, online tracking, cookies, etc.  It acts as a VPN as well.  Great device.

 

However, it comes with some shortcomings.  It doesn't play nice with some things.  Arlo devices is one of them.  But, what they do provide are what's called "modules".  Activate the Arlo module on the device and it makes it play nice with Arlo.  I did have the module activated while I was having troubles with my hub constantly disconnecting from the internet.  It doesn't work though.  I deactivated the Winston Privacy device altogether and I didn't drop my internet connection from my Arlo hub not once.  It worked great.  I re-activated the device and immediately it dropped the connection.  So, I've made one tweak to the device and it seems to be working fine although I don't know that I'm getting 100% protection now.  I'm running that past Winston Privacy to see how to move forward.

 

That all said, again, my Arlo hub is fine.  It wasn't their fault after all.  My apologies to Arlo for cutting into them the way I did.  Although I STILL have not heard a peep out of the support team after 3 weeks I should've not set the ball in motion in the first place until I resolved all network issue on my end first.

susannparshall
Aspirant
Aspirant

My camera has recently been consistently losing connection to wifi internet, just as soon as I am connected,  with the following message " Your Arlo device appears offline. Please make sure it's powered on and connected to the Internet."  There is nothing wrong with my internet and router. Is there a possibility that there is an outside source messing with my camera.  Maybe someone on the same wifi internet network?

 

Also the audio has never worked since I got the camera.  I am sorry to say that

Arlo customer service which is located in the Philippines is just terrible.

And I recently found out that the billing dept. is in India. 

Model: FB1001 | Arlo Pro 3 Floodlight
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