Arlo Pro 5S "Device Appers Offline"

[Seacat]

Have used 3x Arlo Pro 5 for ca 18 months. Also have one Arlo Doorbell with Cam. All on the same network.

During this weekend all Pro 5 cameras went "Offline". That is from the iPhone app the cameras seems to be "Disconnected". The Arlo Doorbell still works "fine". 

I use a Dual frequency (2.4Ghz and 5 Ghz) wifi internet switch with same SSID. Same unit all devices has been hanging on for 18 months. The Doorbell cam does not like dual frequency wifi sender, but this another story.

I have a lot of other devices hanging on both the 2.4 and the 5 Ghz switch, so no problem with internet connection.

Have tried to reconnect the cameras using the standard Pro5 Setup. Get the "chime" sound in the cams, but the iPone Arlo app scanning is not able to detect the cam device blinking blue. Have tested from Arlo "My Arlo" WEB page also. No devices detected.

But I can see that the blue blinking led sometimes disappears after a some seconds (20-30 seconds) while the timeout should be 2 minutes. 

I can also see from my Wifi router admin SW that the Arlo cameras is connected with a strong signal, before they seem to time-out after 20-30 seconds. Can see that the cams regularly tries to establish connection.

Have disabled the 5Ghz frequency when trying to attach the cams. But as long as I can see them attached in admin app for mu wifi router this part seems OK.

On the Arlo "My Arlo" pages the cams is listed as "Offline", but the submenu "Wifi Network" states that the cam is connected to both the 2.4 and the 5 Ghz network with an correct SSID

Suspects that the problem lies at Arlos Servers which blocks my cameras. 

Anybody have an idea of what the problem could be ?

[jguerdat]

Have you rebooted the router? Sometimes that helps.

[speedf1]

I have exactly the same problem.  All of my Pro 5 cameras have gone offline this weekend.  I have an Arlo doorbell which is fine, also 2 Arlo Floodlight cameras and 2 Arlo Pro 3 cameras that are working correctly.  

Also the same issue when trying to reconnect one of the Pro 5 cameras.  The camera will scan the QR code and makes a chime sound, but the Arlo app doesn't then find the camera. This is on an Android phone.

Reboot of my router doesn't make any difference. 

I suspect something has broken on the Arlo server side of things, will be trying to contact Arlo UK support when the open tomorrow.

[speedf1]

So I spoke to Arlo support today.  They aren't aware of any system issues but are investigating.  

Seems that a full factory reset of one of my Arlo Pro 5 got it back online (rather than just going through the changing of the wifi for the camera).  However, it only stayed online for a short period of time before going offline again.

I am convinced there is an Arlo back end issue and would encourage everyone who has this issue to contact Arlo to get the priority raised.

[Seacat · Accepted solution]

I also talked to Arlo Support today. They do not know of any problems om their side.

But since my other camera (Doorbell) works (same as speedf1) it seems that the problem is on PRO5 cameras.

But, during the last 20 hours 2x PRO 5 cameras are now working again without me touching the system (cameras or app). The last fabric reset camera (removed form app) is still Offline.

Arlo Support just asked med to try to install the last camera again. And I guess it wold work now. But a 5 hours car drive to just fix camera ….

[speedf1]

This is interesting.  I was asked to factory reset two of my Pro 5 cameras, which I did.  One I then connected to my network through my Arlo Hub and the other directly to my wifi.

After a couple of hours, the one connected to the Hub is still fine.  The one directly to the wifi has gone offline.  All of my other Pro 5 cameras, that were previously connected directly to the wifi and went offline sometime over the weekend are still offline.

Arlo seem to be focusing trouble shooting on the speed of my network (not a problem, since I have 900Mbs up and down) and the channel of my 2.4 and 5Ghz Wifi but, again, I don't think this is the problem since neither have changed for months.

[speedf1]

@Seacat so, I've spent a fair bit of time on this today and have worked out the issue that was affecting my Arlo Pro 5 cameras.  Thought I'd mention it on here in case it helps you troubleshoot.

It seems that this is a networking issue.  For reasons that I won't go into here, my network has double NAT.  This has been absolutely fine with regard to the Arlo Pro 5 cameras for months; no issues.

However, if I remove the double NAT then the cameras that were offline, come back online!  My guess is that Arlo have made some changes on the Pro 5 that creates an incompatibility, certainly with double NAT, but possibly with other networking issues/features.