Camera appears offline.. despite troubleshooting

[Snoopdocc]

Hi guys, Hope somebody can help me figure this out. I have a base station and two pro 3 cameras, up and running for nearly 2 years now. A few times i got a message recently the camera was almost running out of power ( which was correct as the power had gone off it a few times, but turned it back on )

today when i looked on my app it said camera one appeared offline.. nothing had changed, internet, router, passwords, location. 

so i went through all troubleshooting steps. Ended up with a factory reset, and finding a new camera via the app, which according to the app and blinking lights all worked. I named the camera, saved and it appears in the app… but appears to be offline.

i hear the camera clicking once in a while, unsure why, but it does. But no transmission/ inage and just the darn offline notification. Anybody any idea where my issue might lie?

cheers,

[Ersk1]

I have exactly same problem - remove device, and factory reset then re add device. All goes to plan and Arlo app can see camera and view image as part of install but then in the devices tab still says " your device appears to be offline"  HELP ! 

[KK_Pat1410]

I am having similiar issue, the firware, update everything has been updated, saved and signal strength checked mulitiple time. I can not contact Arlo since no Live chat  access as it is for subscriber. I think Arlo does this kind of think by purpose so you do not have any option but to subscribe their paid services. 

Buying Arlo is my biggest mistake, I could spend $200 more and could have hard wired perfect CCTV system.

[Ersk1]

Just finished with Arlo online chat support. Tehy fixed the issue. I think the problem was that my base station was not "armed" as I have geofence to turn off cameras etc when I'm home. Suggest you try that. Also factory re set the camera by holding sync button for 30 seconds after removing it as a "device" 

Working fine now - hope this helps resolve your issues

K 

[Snoopdocc]

Thanks for that, I’ll have a look. I did however reset the camera and resynced, but it reset after about 10 seconds.. so maybe there is another type of reset at 30? 

[StephenB]

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@Snoopdocc wrote:

Thanks for that, I’ll have a look. I did however reset the camera and resynced, but it reset after about 10 seconds.. so maybe there is another type of reset at 30? 

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With the Pro 3, you hold sync down until the camera starts to flash amber - that should happen at about 15 seconds.

You do need to remove the camera from the account and re-onboard it when you do this.

• https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

Are you still seeing the offline issue?  Are you using the app or my.arlo.com (or both)?  The browser status is unreliable at the moment, so if it is just in the browser then try incognito mode and see if that makes a difference.

[Snoopdocc]

Using the app for everything. Did what you said, which i don’t think was different from what i did before. Remove from hub via app. Then push button until light blinking amber 3x. The looked , found and installed new camera.. still offline..

[StephenB]

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@Snoopdocc wrote:

Using the app for everything. Did what you said, which i don’t think was different from what i did before. Remove from hub via app. Then push button until light blinking amber 3x. The looked , found and installed new camera.. still offline..

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If you have a subscription, you might want to try phone support.

Have you tried swapping batteries with the working camera?

[Snoopdocc]

Havent done it yet, but will try this weekend. It might be the problem as i received an email that it only had 15% power left ( happened in past when people unplugged powersupply ) but power is on constantly. It gave me a glimmer of hope but was still showing offline :).

and i dont have a subscription unfortunately.

[Snoopdocc]

swapped batteries, no luck. good one works with both batteries, disfunctional one with neither. it is interesting to see those notifications come in once in a while that the battery is "such and such%" and you can see the fast blue flickering light when it keeps ( trying to? ) connecting to the smarthub... so something is working, but appears to be offline.