Arlo Pro 2 Camera Kit VMS4230 shows Offline on Arlo iPhone App but Online via Safari browser?

[Gimby]

This seems like an App issue more than a camera or base station issue.  I have two different "Arlo Pro2 Camera Sets with Base Station" (VMS4230) that I bought back in 2019.  They are set up in different locations in different states.  All of this equipment operates indoors in a temperature controlled setting and everything worked perfectly until 3 weeks ago.  I then noticed both locations showed up as "OFFLINE" on the Arlo iPhone App "Mode' page.  Oddly though, the cameras were still reachable via the Arlo and *appeared* to be operating normally.  What was left unclear was whether the motion detection and event reporting was working as usual.  Fortunately, I was able to visit one of those locations this weekend and confirmed that, yes, both of the cameras and the base station are working just fine.  To my happy surprise, both cameras also detected motion when I first entered the space and the iPhone Arlo app notified me immediately of my entry, as usual.

Despite the persistent "OFFLINE" reporting via the Arlo iPhone app, I discovered that accessing this equipment set via Safari web browser showed the correct "Online" status of the equipment.  So if you relied on the just the web browser, everything is shown to be working perfectly, and that is accurate.  If you rely on just the Arlo iPhone App, you are led to believe there is a problem.

I deleted the Arlo app from my iPhone and reinstalled it but this did not change anything.

I removed power from the Base Station and pulled the batteries from both cameras, then powered everything back up again, but no change -- the Arlo app is still reporting incorrectly that the system is offline.

I have not been to the second location yet but will be there soon.  Since the reporting of "Offline" status started simultaneously at both locations, I would bet it is working just fine like the equipment set I got to inspect this weekend. 

Any thoughts?  Thanks and cheers in advance!

[Kcdufrene]

Did you ever find a solution to this? I’m having the same issue and can’t figure it out. 

[BrookeN]

I have passed this information onto our development team, I will update the community as soon as I have an update. 

[Gimby]

I have not discovered a solution.  I have unpowered the cameras and the modems but that didn't help.  I have deleted and reinstalled the Arlo App but that didn't help either.  I don't have any good ideas about what else to try.

[Gimby]

Thanks Brooke.  

[Gimby]

I was at the second location this week.  Those steps didn't help there either.  At both locations, the Arlo systems appear to be operating normally but on the App they show as offline.  My phone is running on the latest iOS (recent update to 17.7.1) and there have been no changes in modems or internet service at either location.  Upload and download times at both are as fast as ever and all other apps and devices seem to be running fine.  This issue is limited to my Arlo products.  Thanks again Brooke.

[Kcdufrene]

Thanks so much for the reply and additional info. I keep thinking it must be my app because my husband is connected to the same cameras and he isn’t having the same issue. Maybe Brooke can help. 

[Queenladyk]

We are having the same issue. Can’t see the camera on devices but all good in the library. Even getting notifications. Seems like something is off in the app. 

[Gimby]

Kcdufrene, can I ask a few questions?  The fact that your husband's phone doesn't have the same problem as others do makes this useful information.  Are you and your husband using different types of smart phones (e.g., an Android versus an iPhone)?  If the same manufacturer, are they different models or generations?  Are both of them running the latest software version for that type of device?

I'm on iPhone 14 and running the latest iOS version, which is 17.7.1 as of today.  My best guess is that a prior iOS update broke the Arlo app for iPhone.  The specifics on the phones you two use could be super helpful to Arlo since one of you has the same problem I'm having (and others are having) and the other is problem free.  Thanks in advance for any details you can share.

Thanks and cheers!

[Gimby]

Queenladyk, can I ask you the same question -- whatever type of smart phone you are having this problem on, can you share the manufacturer, the model / generation of it, and also the current software version on the phone?  All of that good stuff is usually in Settings under General for most  phones.  Thank you!

[BrookeN]

Can everyone make sure they are on 5.2.1 as well for me.

[Queenladyk]

Yes, I have an Apple iPhone 14 max pro, running iOS 18.0.1. I am on 5.2.2. Thx

[Queenladyk]

Oh and FWIW my husband has apple iPhone 13 iOS 18.0.1 and he is having the same problem. Same 5.2.2

[BrookeN]

Have you both logged out and log back in to see if it changes the offline to online?

[Queenladyk]

that is what we did before I came here. Logged out and in a few times. And upgraded to new version. Still showing offline. 

[Kcdufrene]

I’m sorry I’m so late replying. I just checked and mine is magically working this morning. I wonder if Brooke/Arlo was able to fix somethin? Check yours! But to answer your questions just in case we’re both using an iPhone 15 and iOS 18.1. It’s very odd that I was having the issue as he wasn’t.

[Kcdufrene]

I am. And it’s actually working this morning!

[Queenladyk]

Still not working for me. 😔 

[Kcdufrene]

Darn! I was hoping it was some sort or systemwide fix. 

[BrookeN]

@Queenladyk can you do a reset of the Pro 2 then add it back onto the account?

[Camily]

Thanks for checking and reporting back!  Alas no, my status is unchanged, both of my out-of-town locations still show as Offline.  

[Camily]

Hi Brooke, I will be happy to do a reset of the Pro 2 at those remote locations the next time I can get there, and then add them back to our Arlo account.   To be clear, you are asking us to do a factor reset of the cameras, wiping them clean and then adding them back to our accounts.  In other words, we don't need to do anything to power down or otherwise change anything with the base stations?

[BrookeN]

No, you do not need to do anything regarding the basestations. 

[Camily]

Brooke I will travel to one of those locations on Monday to remove and relink the Arlo cameras and will update afterwards.

[BrookeN]

@Camily thank you for updating me, please let me know.