Arlo|Smart Home Security|Wireless HD Security Cameras
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yuki_1
Tutor
Tutor

Since two weeks we have the following issue:

- camera appears offline in the app even though the internet is working

- camera detects motions and sends alerts, but recordings dont show up in the library

- camera does not establish a live feed or takes several minutes and attempts

 

After reseting the base station and reconnecting the camera, the same issues persist. 

Does anyone have the same experience and knows how to solve it?

Thank you.

13 REPLIES 13
jguerdat
Guru Guru
Guru

Have you rebooted the phone and reinstalled the app? Also, try the web client.

yuki_1
Tutor
Tutor

I actually have, unfortunately the situation didnt change. Any other clues?

jguerdat
Guru Guru
Guru

Since you've already done the system reset, use the Contact Support link at the bottom here. The only alternative I can think of would be to reset and set it back up in a new account using a different email address.

yuki_1
Tutor
Tutor

many thanks! i will get in touch with the support team to solve the problem.

NE1SON
Guide
Guide

This seems to be an issue that started in December-ish with Arlo.  It is clearly a system wide Arlo issue, but they haven't provided resolution.  We have been missing recordings since December, completed all troubleshooting steps requested and still no resolution.  You can see here on the community pages and other pages there is a significant issue impacting many if not all users.  Hopefully Arlo will post the issue, impacts, and resolution soon.

yuki_1
Tutor
Tutor

Ahh, that definitely clears some things up. thank you very much for the explanation - really hope they will solve this as soon as possible!

JamesC
Community Manager
Community Manager

yuki_1,

 

Are you able to manually record? Do those manual recordings show up in the library?

 

JamesC

timlush
Initiate
Initiate

Exactly the same issue ongoing since 24.12.2020, report 24.12.2020 but no resolution 

App says Offline, but cameras still available via HomeKit

IOS App version 2.22.6

Very poor Arlo

 

yuki_1
Tutor
Tutor

Hi JamesC

unfortunately, i cant. And i also dont have any recordings in my library.

 

JamesC
Community Manager
Community Manager

timlush, yuki_1

 

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

 

JamesC

 

yuki_1
Tutor
Tutor

will do, thank you!

yuki_1
Tutor
Tutor

Just opened the case, will keep you posted.

marymargaret
Aspirant
Aspirant

I had the same problem. I force stopped the app on my Android device and now my Arlo system is working.