Devices offline still alerts and records video

[ciscorb]

Operationally speaking, cameras record but I am unable to live stream through the cameras since they are Offline.

I actually have a Base Station Named Netgear so is an older model running Firmware 1.16.6.3_1109_e9ee661. There is no model number.

Camera is model H16, Firmware Version 1.5.295.

I have had this problem for months now and tried to resolve to no avail. I have complete reset the base station back to factory settings after deleting all devices. Then installed again and the base station always appears offline when logging into the app or using the SaaS login.

It would be nice if you provided HTTPS management access to the base station for management and troubleshooting.

From the Physical Layer side of the house I verified the Cat5e cable is fine.  I verified my base station is being assigned an IP address through DHCP, I would prefer to statically assign it but there is no management option.

Regardless, my efforts are coming up empty handed and I have been dealing with this for months now so any advice appreciated before I pull my sledgehammer out.

[Dannybear]

Is the base station showing offline or just the camera device, in the mobile app as well as the pc browser accessing the arlo portal site?
If you have access to your router’s management page you may be able to assign a fixed ip to the base station MAC address.

[ciscorb]

Thanks for the response. Both the camera and the base station show offline in the app and the web portal.

I have already reserved the Base Station MAC Address binded to an IP Address in the Router but in reality I wanted access to the management page to troubleshoot what's going on. 

Forgot to add I tried calling into Support today and opted to get a call back which I never did.

[Dannybear]

If the system is still within warranty you may have a chance with support or have a subscription.
Agree that a management page on the base station would be better than using the led indicators to troubleshoot issues.
If you have local 2.4ghz wifi on the router suggest you fix the channel to a quiet channel so the base station channel follows it. This has helped me a lot to minimise camera offline issues after power outages.
The Base offline issues could be related to the arlo backend if your still getting notifications.

[ciscorb]

Thanks @Dannybear  will give the quiet channel a shot. I have a subscription but about to cancel it if I don't get this fixed soon 😉

[ciscorb]

Problem is intermittent now looking for help as I can’t get ahold of support.

[Dannybear]

Arlo previously had a server issue sometime ago that similarly caused this issue. It was intermittent depending on which server you connected to.
Eg. If you logged in multiple times it would fail to show the base station status etc say nine out of ten times.