2 CAMERAS OFFLINE

[aangel1966]

Both Arlo 2 cameras have been offline consistently for the past 2 weeks, July 2026. I have contacted my internet provider and it is NOT an internet problem. Refunds should be issued to all customers affected by this problem.

I am very close to cancelling my subscription and getting brand new cameras. Please advise as to how and when this problem will be resolved.

[BrookeN · Accepted solution]

Can you please try to reset the cameras to see if that helps with the behavior you are seeing. 

https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

[DarSci]

I have the same problem on my cameras.  They go offline at random.  I know that it is not a network issue as I have created a dedicated SSID on 2.4GHz for the cameras.  The problem does not seem to be on the tilt and pan cameras - another proof that it is not a network issue.  All camera where working fine for a few months then the problem started occuring.  Support is not much help as the troubleshooting they ask you to do is directed towards network issues, irrelevant of how many times I said that what they are asking me to do will not solve the issue.  I have now put the cameras on facebook market.  Once sold, I will close the subscription and move onto another product.  Unless, Arlo wants to buy back my Gen2 Internal cameras (7 in total) and sell me (at a heavily reduced price) the tilt and pan cameras as, like I said before, it seems to be the only camera that is stable.

[BrookeN]

@DarSci I can roll all these firmware back if you would like. It does resolve the behavior you are seeing. They will need to be online to roll them back. Let me know if you would like me to proceed. 

[DarSci]

Hello Brooke,

thank you for your reply.

You will be my favourite person in the whole world if you could resolve this issue for me.  I need to know when you will log on to roll back the firmware so that I ensure that they are all online.  Like I said, my cameras go off line at random and most of the time I am not aware when they do.  

Also, would you please be able to disable any automatic software updates to avoid a repeat of this issue should they automatically update the software themselves.

Thank you so very much Brooke.  I really, really, really appreciate your help!!

[BrookeN]

@DarSci They were all online this morning and I was able to rollback all the software. Please reboot all the cameras within an hour to get that firmware change. I do not have a way to disable the automatic updates. 

[DarSci]

Thank you Brooke. I appreciate your help.

I was asleep (1.01am in Australia) when you sent the message and therefore did not get to reboot the cameras until 5am.  I hope this does not impact negatively on the rollback of the software.  I shall keep an eye on the cameras today and get back to you incase with feedback.

Thank you again.

[DarSci]

Hello Brooke,

thank you again for your help.

Please note that the camera in the garage did go offline again, so I am guessing that it has not got the rollback software.  Can you please try to roll back the software again and let me know so that I can reboot it.  So far, the other cameras did not go offline.  

Thanks

[BrookeN]

The garage nor the front door were able to get the firmware. Please reboot both of those cameras. 

[DarSci]

Hello Brooke,

I can confirm that all the cameras have now been stable since the roll back of the software.  Thank you ever so much for your help.  I had already listed the cameras for sale on facebook market - such was my frustration.  Do the cameras have auto update?  If yes, the issue might come back.  Can I stop it from auto software update?

Also, I would like to ask why the people from support did not tell me about the software issue.  I contacted them multiple times - around 6 or 7 times in fact - and they have never, ever indicated that it could be a software issue.  They kept telling me to troubleshoot things that I knew (as I have IT networking experience) they were suspecting an issue with my network.  If they had told me to be patient and wait for an update in regards to the software, it would have saved so much frustration.  Honestly, it did not put a good light on arlo products and its servcie.  But now that the issue is resolved, I am a much more happier client.  So much so, that I have purchased more cameras which I hope still have the old software :). If not, I will be contacting you again 🙂  Thank you again Brooke for saving my sanity 🙂