Got new iPhone but getting Base Station is offline message and need to connect to network

[Nuts4Cats]

I have a new iphone, and I am getting the message that the base station is offline and I need to connect it to the network. I'm not sure how to do that and whether I need to disconnect it from my old phone or can use it on both.

[brh]

@Nuts4Cats

The first thing I would is to reanme the older iphone to something different like, "My Old Phone,"and rename the new iphone to the name of the original iphone, and see if that corrects your problem. That is what I did when I purchased my new iphone.

Brian

[Nuts4Cats]

Is there perhaps a different solution? I just had tech support this afternoon that purposely renamed the new phone, and I'd rather not take a chance on messing up my backups again. 

[brh]

@Nuts4Cats

Have you logged on to your account on your computer at https://arlo.netgear.com/#/login and seen what it is showing?

I did not know you had spoken to Customer Support. Since they had you rename the phone no need to do that again. What else did they have you try?

Brian

[Nuts4Cats]

Not Netgear support, Apple support--about an issue that cropped up right away the solution to which was to rename the new phone. 

[JessicaP]

Hey @Nuts4Cats,

As brh mentioned, have you tried logging onto your account on your computer and see if you are able to view your camera?

[Nuts4Cats]

At this point, after much wringing of hands and nashing of teeth, the base station has 2 green lights and one flashing light. I changed the batteries on one of the cameras, and it seems to be working now. But the second camera both online and on the phone says , "The Arlo device is offline. Please make sure it is connected to the Internet." So if one works and one doesn't, how is this an internet problem?

[Nuts4Cats]

Also, I too have an iphone XS Max, and it appears to not be streaming video as other people have reported.

[JessicaP]

Our development team is aware with some users unable to view the livestream on iPhone XS Max and is investigating this issue. We will provide an update as soon as we have more information to share with the community.

[Nuts4Cats]

Got your answer to the streaming issue, so thanks for that. But did not get a response to the issue of one camera working and the other being offline. The only thing that has happened differently is a new phone and the batteries being changed on the other camera. This camera that is offline cannot even be reached without a ladder, so I have no idea what could have happened to it. Is there anything I can do to get it back online?

[JessicaP]

We recently got a new update for the iOS app so try to update it and see if that fixes the issue. You can read more about it here: Arlo iOS App - 2.6.0 -20th October 2018.

If you are still having problems, I would suggest to contact our Arlo Support Team so they can further assist you. You can click here to contact them.

[Nuts4Cats]

I tried contacting support, but the chat function doesn't work and phone support is only good for 90 days. I don't think it is the phone app because one of the cameras is fine. The other is offline on both my computer and phone. So I don't know why one would be OK and the other not. The base station has 3 green lights, the middle one of which flashes from time to time, otherwise all 3 are solid green. So I'd like to try just getting the one camera back online. It had been fine until the new phone was introduced.

[brh]

@Nuts4Cats

I have had to resync one or two cameras sometimes after a firmware update. Rarely happens, but sometimes it does happen. You may need to climb up the ladder and resync that camera. So two things:

1) remove the camera from its mount and remove the batteries and reseat them or insert new batteries. That usually fixes these problems. if that doesnt work,

2) just before you go up on the ladder, quickly tap the sync button on the base. The third light on the base will start blinking. Then go up the ladder and briefly press the sync button on the camera and see if the blue LED in the camera starts flashing blue slowly. Then it should start flashing blue rapidly. Wait for the flashing to stop and check on your phone to see if it is back online.

Brian