Arlo|Smart Home Security|Wireless HD Security Cameras

Re: New ARLO Pro Basestation Keeps dropping offline

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Aspirant
Aspirant

I installed my Arlo Pro Base station with one Pro camera and 4 standard Arlo cameras, yesterday around Noon.  I updated all the firmware and was able to get all cameras working with numerous Movement messages received.   I experienced a few instances of all cameras going offline, but then returning with no action on my part and then it lasted longer.  I cycled power on the base station and then base and my DSL modem.  Each time the cameras came back on.  All was working at 11:11PM when I went to bed.  I noticed this morning that the system and cameras were offline and had been overnight.   Multiple power cycles of the base station and my DSL modem, have not brought the base and cameras back online.  All three status lights, on the front of the basestation, go and remain green after the base power is cycled.  The base and cameras continue to show offline.   It appears the base station has died, inspite of the three green lights.

 

I should add that I have a Arlo standard base station, that came with the 4 Arlo cameras, all a gift from my son.   I have never tried to install it and am hesitant to introduce a new variable to the problem.  If I do a Reset of the current system, can I replace the Pro base with the standard base without confusing my Arlo account?  I understand that I will need to re-sync all of my cameras and will not be able to use the voice feature of the Pro camera, but I can't use anything now.   Suggestings appreciated.

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Master Master
Master

I would first try and do a factory reset of the pro base station and then resync the the cameras to it.

Hold in the reset button using a paperclip until all the leds turn amber, then release. THe go about the installation again as new.

 

It is easy to add the other base to your account. You would then sync the cameras to the new base.

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Aspirant
Aspirant

Appreciate the help.  Did the reset, deleted base all devices from app, resynced 2 cameras (a Pro and a Std).  All worked fine for a couple of hours, then the std lost sync and then the Pro.  Base still showing online with 2 green lights, Camera light on right is out.   Looking like a bad base.   Will delete all again tomorrow and try again with my standard base.  I'll post results.   If standard works, debating about returning 1 camera Pro kit to Best Buy or asking for replacement from Arlo / Netgear.  Any thoughts would be appreciated. 

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Guru Guru
Guru

The lack of the camera LED being lit is due to no camera being detected.  Could be dead batteries, poor connection between the base and camera or faulty hardware.  Bring the cameras close to the base to see if they work properly.  Check the batteries and maybe use the power supply for the Pro camera. If no good, open a case with support using the Contact Support link at the bottom here.

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Aspirant
Aspirant

The blue light on the camera was working.  It was the 3rd light *the one on the right" on the base, that was off.   I was able to link the cameras to the Pro base with no problems.  I finally removed all cameras and the base from my account and then added in a standard base.  I then added 4 cameras (one Pro and 3 standard) with no major issues and all appears to be working and triggering n motion.   All camera batteries show 90%+ charge level.  I was at this point yesterday with the Pro base configuration, where I saw some periodic all cameras not being connected.  If it continues to work, I'm good to run with the standard base for a while because I don't really need the Pro speaker/Mic.   Still will have the quandry about returning Pro Camera and Base to Best Buy or to Netgear.   Any thoughts on how responsive Netgear is on replacements.  I honestly don't want to go through the install and re-sync the cameras on the, what appears to be defective Pro base, since I did it twice with the Pro base already.  Again advice appreciated as well as the replys.

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Master Master
Master

If you're still within the return period with Best Buy then return it there.

If not but still within the warranty period then as mentioned, open a case with support.

From what I have read here they are pretty good with these kinds of issues.

 

Once you have a case number and still no joy you can post back here with the case number and one of the Netgear specialists can escalate for you.

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Aspirant
Aspirant

I having the same problem, this is not good when you are away from home and want the security for the base station to keep dropping the connection. Please advise before I resort to returning my cameras' and equipment.

Model: VMB3000 | Arlo Base Station
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Community Manager
Community Manager

JohnnyJ603,

 

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

 

JamesC

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Aspirant
Aspirant

Thank you I will.

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Apprentice
Apprentice

I'm experiencing this issue lately as well.
I've had my Arlo system for several months and everythng was working, up until this latest firmware update version 2.4.3.821_17721, dated 8/8/2017.  
Since that update my cameras (4 of them) all routinely drop offline, sometimes as often as every ten minutes.
I then have to log out of the web or phone app and log back in, then they're back online.
Clearly there's something wrong with this latest update.

Model: VMC4030| Arlo Pro Wire-Free Camera
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Guide
Guide

Same issue, started last week.  

 

On device tab when logged in cameras appear as "Your alro device appears offline"; when this happens it will still record movement.  Refreshing the web page and logging back in resolves it temporarily.  Time it takes to go "offline" is very inconsistent.

 

HW Version VMB4000r3
Firmware 1.8.10.1_13433

 

HW Version H8
Firmware 1.092.0.4_13099

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Community Manager
Community Manager

If logging out and logging back in resolves the issue, and the cameras still produce recordings, this indicates the cameras aren't actually dropping offline but there is a display problem. Does this behavior occur regardless of which client/device you are viewing from?

 

JamesC

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Aspirant
Aspirant

I'm the one that opened this thread.   Shortly after I had the problem, and switched to my standard Arlo base, I discovered that my DSL line was degraded due to noise on the line.  It took several days for the phone company to fix my line.  After it was reparied, all went well with my standard base to make sure the position of my base wasn't an issue, all worked so it wasn't.  After a note from Arlo support stating that I could have both bases online together, I added the Arlo Pro base, that I reported went offline, back online with my one Arlo Pro camera.  Both bases have worked fine for the last 10 days.  I'm in the process of physically moving several of my 5 camers again for better movement detection.   Battery life on all 4 of my standard cameras is excellent, all between 94% and 96%.  My Pro camera, with the rechargable battery is now at 51%.  Thanks for all the comments and suggestions.

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Aspirant
Aspirant

Regarding the question, was the camera recording,even though the base station reported offline.  In my origional case, none were recording and all apps, Windows, iPhone and Android apps reported the base offline.    In addition, the Online status indicator on the Pro base had been green but when the base stopped working, it was off as well.   I'm guessing this was the result of my bad internet service.   After my internet service was repaired and I was moving the cameras around, still on the standard base, my Android tablet app, suddenly reported my system was offline.   Recording were occuring, because I was getting movement messages on my iphone.   Sometime later that day, the Android app started working again.   No problems since.

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Apprentice
Apprentice

"..If logging out and logging back in resolves the issue, and the cameras still produce recordings, this indicates the cameras aren't actually dropping offline but there is a display problem. Does this behavior occur regardless of which client/device you are viewing from?..."

Yes, in my case this sounds exactly like what I'm seeing.
On my webpage interface, all of the cameras will show as offline, but once I logoff and back on, they're back along with whatever recordings it made while "frozen"...
I see the same behavior if I'm using my smartphoine app.
Logging off and on restarts everything.

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Aspirant
Aspirant
I've been having the same problem, it goes offline especially when I'm not at home and I need to see my cameras. It stays offline until I get home and can reset the base station which totally defeats the purpose of having security cameras
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Guru Guru
Guru

WHat are the LEDs on the base showing before you touch anything?

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Aspirant
Aspirant
The LEDs on the base would show green orange green when it's offline usually
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Guru Guru
Guru

That means no access to the servers for some reason.  It could be a flaky base or router - have you power cycled both? Any chance power outages have been happening?

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Aspirant
Aspirant
So far no power outages, and I have tried power cycling and sometimes just the reset button on the Arlo base station.