Arlo|Smart Home Security|Wireless HD Security Cameras

Hub off line

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JD56
Tutor
Tutor
Seems very difficult to be able to message for support directly and end up going around several times in a circle via the help link.... so I decided to report to the community
I have the Arlo Pro with 10 cameras and for some reason my hub decided to go off line a few weeks ago.
I have tried logging out then in plus turning the power off and on several times but nothing works and I’m still paying monthly.
I really don’t want to do a master reset and go and get all the cameras back to the hub and start over again.
Is there anything else I could do? And more importantly what causes this issue and is there anything I can do to prevent it?

Many thanks
Jonathan
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jguerdat
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Guru

Tell us, in detail, exactly what you see - LEDs, colors, error messages, everything.

JD56
Tutor
Tutor

Hi there,

 

Thank you for your reply.

 

I have all three green LED's on the Hub and the error message accross all 10 cameras is "Your Arlo Device Appears to be offline, make sure its powered on and connected to the internet" which all of them are.

 

Under device info the Hub is listed as Hardware VMB4000r3

 

Thanks,

jguerdat
Guru Guru
Guru

That generally means it's a display issue. Have you tried logging out and back in? Have you tried both the app and a browser? For the app, restart the phone and maybe reinstall the app. For a computer browser, try different ones.

 

Are you getting recordings and notifications?

JD56
Tutor
Tutor

Hi again,

 

Yes I tried logging out and in several times / different browsers / work PC and now using a new phone in the last week or so that has also been restarted.

The devices stopped recording when they went offline.

Just deleted the app and re-installed and still the same messages.

 

jguerdat
Guru Guru
Guru

The next step is to turn off your modem, router and base and then turn them back on in that order, allowing each to initialize before moving on to the next device. That may be all that's needed.

 

If not, you prolly should cut bait and reset the system. It's a PITA but is faster than back and forth on the Internet. Remove all devices in Settings, My Devices. Claim the bas using the Add Device button on the Devices tab and resync the cameras. Note any settings and modes/schedule before resetting to speed rebuilding.