Arlo servers down

[alexghr]

Arlo servers down. All cameras disappear from app and appear from

 time to time. Recording database not accesible, unable to on and off any regiatered device.

[Bubblyfox]

My app says we are sorry the database service is currently down. Please try again. Why is the arlo database down ? I pay for a subscription I’m currently unable to use / access.

[jguerdat]

Did you determine down servers by checking https://status.arlo.com/ ? Looking there I see an issue in Europe but not shown anywhere else.

[jguerdat]

Check https://status.arlo.com/ where I see an issue with Europe.

[Bing1974]

has this been fixed yet? I tried reset, on/off, nothing works. After resetting, the app cannot find the cameras. 

[JamesC · Accepted solution]

This should now be resolved. For more information, see here https://status.arlo.com/

JamesC

[Bing1974]

No, it's still like this. I'm in the UK, surry. This morning when the cameras were offline, i went through all the trouble shooting suggested and performed reset at the end. But after that, the arlo app cannot find any of the device, base station, smart hub and cameras. Please can you check? I have been trying to connect them all day, just get 'No Arlo device found.' 

[JamesC]

Bing1974,

Depending on the reset you've done, you may need to remove the cameras entirely from the account and then be sure they are fully charged and complete a factory reset using the following instructions (for your model): https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

After the reset is complete, attempt to add them back to your account as if they were new.

If you're still experiencing an issue, I encourage you to reach out to the support team using the Arlo app under Settings > Support to open a ticket.

JamesC

[Bing1974]

Thank you for getting back to me. Yes. I have removed the cameras, as well as the hub and tried to add back as they are new. We have been using Arlo since 2015 and on different generation cameras and hubs, nothing like this happened before, really strange. I tried on different device and on different account, nothing works. 

[Bing1974]

And I can't open a ticket, because 'there's no devices are associated with this arlo account'! 

Any suggestion? 

[TetrisKeyring]

This isn’t resolved.

Of my 3 cameras, one remains offline and won’t come back online. One won’t detected any motion and the history now only shows snapshots (video records gone).

Also, it keeps coming up with a “You’ve tried to use premium features. Check your subscription”. I have a full Arlo Security subscription

[JamesC]

Bing1974,

Were you able to successfully perform a factory reset on the base station as described here: https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-SmartHub-or-base-station-to-the-default-values#:...

What is the LED behavior on the base?

JamesC

[Bing1974]

Thank you James

I followed your instruction to reset the cameras by pressing the sync button for more than 15 seconds. I did the same to the smart hub, pressing the reset button and the sync botton for longer. Something must have worked as the hub suddenly connected to the app. All back to normal now, thanks.