Arlo|Smart Home Security|Wireless HD Security Cameras
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Clemsongal
Aspirant
Aspirant

I've removed the app and reinstalled and turned off and back on my base station. I can log in and see cameras when I'm on my PC.

48 REPLIES 48
WickedBoston
Aspirant
Aspirant
I did not do this. Haven’t had the time and hesitant to do so if it still doesn’t solve the problem. Feel like I’m going in circles at this point. I’ll see what they come back with.
WickedBoston
Aspirant
Aspirant
iOS. Waiting before I do factory reset.
bhart0531
Star
Star

Sorry to say I’m experiencing the exact same issue with all my iOS devices. Support says everything is online and not to worry, video is being recorded. Doesn’t do any good when you can’t see the library or connect to the cameras. Just shows offline for all devices. Come on Netgear, time to step up and get this corrected. 

Clemsongal
Aspirant
Aspirant
Same - still out this morning.
Clemsongal
Aspirant
Aspirant
Brian - through the Arlo app on my iphone6. Tried turning on/off my phone and reinstalling app. I’ll try the factory reset next then the customer service line. Then I’m done and will purchase another brand of security cameras and place a complaint to consumer reports..
brh
Master
Master

@Clemsongal

If you have not done the factory reset yet but your system is working on a pc, the Factory reset will not help you. There are some people that are having problems still, so it might be something with your app. Let's see what JamesC has to say today. Send him a post using @JamesC to make sure the problem is noted and see if he can get an answer.

 

Brian

brh
Master
Master
RaylanC
Apprentice
Apprentice

Still not working this morning.  The suggestions to reset the base station is not very inviting to me.  First, simply because customer support has acknowledged there is a problem, as stated earlier.  That tells me it is not the fault of anything on my end.  It is also a testiment, in my opinion, that technical support is sorely lacking.  I have to assume they know their products.  During the hours of contact yesterday with tech support, reset was never mentioned by them as an option, once.

 

Second, I live in Michigan.  Still snow on the ground.  Still cold.  All seven of my cameras are mounted on trees, out of reach of the bad guys and of me.  A ladder is required.  I do not relish having to take them down and resync each of them one by one just on the off chance that this will fix something I believe I have no power to fix.  I have owned and built upon this system now for 11 months.  Unfortunately, I have had to deal with tech support a few times and never has it been pleasant.

 

Posts on this subject keep multiplying as more and more affectted owners are reaching out for a solution.  Yet we are told to try and fix something that appears totally out of our control.  But, if Arlo would simply put out a message that there is a known issue and they are addressing it, folks would not be put through all the trials and tests that for most, will remedy nothing.  Personally, I was not thrilled at having to power-cycle all my equipment here.  Router, access points, base station, even pulling a battery from one of the cameras.  All for naught.  Reset, at this point, is out of the question unless that turns out to be a requirement after Arlo fixes the issue.

 

Until the last tech I spoke with volunteered that an issue existed, I was reasonably sure my base station had failed.  I say this because I have two base stations both running on the same network.  Five cameras on one, two on the other.  The base station with the two cameras is still working and I can view the camera's output.  Yet, notifications from the two has stopped working.  Maybe  a symptom of a looming failure of that base station.  But, it is just one more twist to this issue.  I told that to the support specialist and that made no difference to the tech.

 

I also find that the MyArlo web site is no longer compatible with Firefox.  This could be because Arlo has not caught up to the latest update Firefox has released but I use that browser 90% of the time.  Safari does bring up my seven cameras but I immediately noted that the five cameras attached to the ill base station do not show the upper left icons of battery, wireless, motion, etc.  And, if I select Mode, the ill base station is constantly searching for "Status" which it never finds.  It only takes a minute or less for the cameras attached to this base station to go black and indicate "Your base station is offline."

 

So, I wait.  There is nothing I can do to improve the situation and I really do not want to contact support again unless it is absolutely necessary.  As mentioned, support is not what it should be and my past experience with them tells me to avoid contact whenever possible. 

 

Redmoonstar
Luminary
Luminary

I am having the problem of being unable to log into my camera's on my PC it just keeps taking me back to log in page. I can access camera's from my android phone and tablet but have to log in each time and previously I would already be logged in. This has only happened since the app update yesterday. I was logged into my PC then it said I was logged out and when I closed tab and opened a new tab it kept telling me I was logged in on another device (I wasn't) and today when I try and log in I see a flash of "add device" then it returns to log in page. I have tried Google Chrome, firefox & Internet explorer all with the same result. I have deleted browsing history on Chrome and since this is the browser I use the is no history on the other browsers.

ScooterMac
Initiate
Initiate
Back up and running with no changes on my part. It would be nice to hear what happened.
brh
Master
Master

@Redmoonstar

You need to clear your cookies in the browser that you are using and clear the cache. JamesC gave some instructions on how to do that in these posts.

I simply cleared my whole browsing history in Chrome and that did it for me.

 

Brian

Redmoonstar
Luminary
Luminary

Thanks Brian,

                      I had already cleared Data, cookie's and cache before my post this has made no difference and I am still unable to log into the camera's on my PC it starts to log in and I can see the "Add Device" for a couple of seconds then it goes back to the log in page. Any other suggestions? I had no trouble until Thursday (I'm in Australia) afternoon and while I had the camera's up on my work PC it logged out, when I went to log in again it came up with "you may be logged in on another device" which I wasn't so I closed the tab and tried again, have been unable to log in on PC since. I am able to log in on both my android devices and have just uninstalled and reinstalled the app as it kept logging me out after the update on Thursday.

brh
Master
Master

@Redmoonstar

Twice now that we have had this problem I went into Chrome to History, clicked on the History tab and cleared all my browsing data starting all the way back from day 1. That has worked twice for me. You probably should clear your browsing history every so often anyway.

Try a different browser that you don't use too often as there will be less history to delete. I got mine working with Microsoft Edge which I had never used before and Mozilla Firefox which again I had not used for Arlo. 

As for some of the other problems, it appears some of them are regional and should be cleared up soon.

 

Brian

brh
Master
Master

@arpr1

Some people are reporting that their systems are up and running without them having to do anything. I had the same problem and all I did was to remove the power from the base station for 1 minute and power it back up and let the base boot. That fixed all my problems and now everything is working for me.

 

Brian

Redmoonstar
Luminary
Luminary

Thanks Brian,

 

                          I have done all the steps that JamesC suggested using his links, it has made no difference I am still unable to login on Chrome, Firefox or explorer. I did manage to login on edge once but now it it also only showing a flash of "add device" then straight back to login. I have cleared browsing history, cookies and cache mutiple times on all 4 browsers with no effect. I haven't had any issues like this since installing the camera's in Nov and this "suddenly" happened while I had the webpage open. I can log in via both android devices so the camera's are working and I can arm / disarm but I can see footage better on the PC. Any other suggestions?

 

brh
Master
Master

@Redmoonstar

Thank goodness you are able to at least view your system on your Android devices. Just before the crash there was a message that Arlo had made some changes and everyone needed to delete their Arlo cookies. Then the system went down. I have tow base units, an original one that was affected by the crash and a Pro base that was not affected.

If you have cleared your browsing history which worked for me, you have probably done all you can for the moment. I suspect that somehow there are some regions and some countries that are still being affected by the crash. There is a user in Sweden that seems not to be able to view his on the web either.

Send a message to @JamesC and ask him directly to look into whether Australia is up and running yet and explain your problem to him.

 

Brian

brh
Master
Master

@Redmoonstar

Have you tried using the New Incognito Window in Chrome as was also suggested. Click on the three dots at the top right of you Chrome tab and when the window drops down choose that option. It will open a new tab that you can use, hopefully to see your cameras.

 

Brian

Redmoonstar
Luminary
Luminary

Thanks Brian,

 

                        I have managed to log in with the incognito window, how long it will last for I don't know. I have asked JamesC on another thread with the PC problems. Thanks for the help.

                                                                 Monica

Redmoonstar
Luminary
Luminary

So this morning I am now able to login again with Chrome, I haven't done anything different and was only able to use the incognito window once yesterday. I'm guessing ARLO has fixed my issue at least.

 

                                                            Monica

brh
Master
Master

@Redmoonstar

Did you ever get your camera positioning working the way you wanted?

 

Brian

Redmoonstar
Luminary
Luminary

Hi Brian, 

               Not yet,  3 cameras are working well the other 2 are still hit and miss on motion detection I'm looking at different mounts to position them in a different way to see if that will help. I have set camera 5 up for a specific record time when activated from one of my other camera's and this is working better I just need to get a better position for it to detect motion and I think it needs to be closer to the vehicles so looking at an extendable mount due to ground slope making it hard to reach my verandah to reposition the camera. Will post when I hopefully get it right!

Redmoonstar
Luminary
Luminary

Hi Brian,

              Just thought I would update you with the camera's I was having problems with. I purchased some magnets so that I could shift the camera's more easily and I have put the camera No 5 closer to the vehicles with the magnet attached to my gutter and the mount attached to the magnet. I also changed recording time from "until motion stops" to the 2 mins and this seems to be working better. I am still moving the camera to get the best result but at least it is now detecting movement at the vehicles. The other camera No 3 I repositioned with 2 magnets a countersunk super strong and a sphere magnet also very strong. I placed the countersunk on the shed beside the one I want to see then put the sphere magnet into the hole of the countersunk and camera onto the sphere so I can still move it around as if it was on the arlo mount. I am still tweeking this camera as well but it is now up higher and positioned at an angle so movement isn't coming straight at the camera and it seems to be picking up motion better. I also changed the recording time to the set 2 mins. I have attached a couple video's, 1st one is from camera 5. The second one is from camera 3, I have moved it up a bit higher since this video. Thanks for all your help!

                                                Monica

https://arlo.netgear.com/hmsweb/users/library/share/link/CD94010E36B7391C_201804

https://arlo.netgear.com/hmsweb/users/library/share/link/6524CD7499D3F6F1_201804

brh
Master
Master

@Redmoonstar

Hi Monica, Glad everything is working great now. I would have never guessed that your login problems were related to your Anti Virus software. I have been very busy changing over my internet, (faster speed), new wifi router, (Netgear Orbi system) and the new Skybell video doorbell. 

When and if you decide to look into Smartthings you can send me a private message and I will go over the pros and cons and what integrating the two systems can do for you.

 

Brian

Redmoonstar
Luminary
Luminary

Thanks Brian,

 

                      Your help has been much appreciated, I have got the camera's working pretty well now so I'm going to wait for a while before investing in anything else to see how they go now I have them positioned better. I now have the charging problem with my solar panel after 3 days of rain and am in contact with support on getting a replacement, was thinking of getting another panel but going to hold off now as we are just coming into winter with more rain coming.I think I will look into the arlo lights once they are released but will wait and see reveiws and how my camera's are functioning.

  Thanks again Monica