Device not connected to internet message

[SusanCD]

Our internet went out for half hour a few days ago. Since then we get none of 5 cameras working. Library shows videos of day/time when internet went out and then nothing.
We've been fussing with it for 4 days now!
We've tried rebooting, resetting, no luck.
Base shows 2 left green lights,
5 Cameras show blue lights.
Arlo app updated has 3.5.3_28390 version.
This is in our deli/Grocery and we really need to see!
Could our base unit be faulty?

[StephenB]

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@SusanCD wrote:

Base shows 2 left green lights,

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Which means there are no cameras connected.  https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-base-station-mean

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@SusanCD wrote:

We've tried rebooting, resetting, no luck.

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Do you mean rebooting and resetting the base?  

What have you tried doing with the cameras?

[SusanCD]

But, the cameras show blue light on front. Doesn't that mean they "think" they are connected?
Could our Base have a problem?
Should we try to connect each camera again by bringing them close to base?
Our system has worked perfectly over over a year with current set up and no changes.
Suddenly all 5 cameras aren't working.

[StephenB]

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@SusanCD wrote:
But, the cameras show blue light on front. Doesn't that mean they "think" they are connected?

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What camera model do you have? 

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@SusanCD wrote:

Could our Base have a problem?

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That is possible.  When you go into the settings in the app or my.arlo.com, is it showing up as off-line?

[SusanCD]

Yes, all cameras and the Base all show in Settings to be "off line". Base first 2 lights are green.
Cameras are H14 models.
I did reset on Base, the tiny hole, as well as unplugging for reboot.
Some cameras were showing blue light, that means connected to Base? Didn't check all, need ladder.
We did rescan on battery I could reach easily and light shows blue, not amber.
I'm totally puzzled.
I'm not sure how to reset Base to our internet password etc in case that's a problem? I guess I could unplug it and let it disconnect? I can't remember how to reconnect it to internet with password. We changed from ATT to Comcast many months ago with no hitch, but since this started with internet going out a few days ago, maybe resetting to net something to try?

[StephenB]

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@SusanCD wrote:
Cameras are H14 models.

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I think that means they are Pro 2 cameras (1080p, with removable lithium batteries).

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@SusanCD wrote:

Some cameras were showing blue light, that means connected to Base? 

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No, it means they are fully charged.  I think that with the pro 2 cameras, it should only be lit when the cameras are connected to the charger.

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@SusanCD wrote:

I'm not sure how to reset Base to our internet password etc in case that's a problem?

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Start by logging into my.arlo.com, and then click on the settings wheel on the upper right.  You should see the base in the "my devices" list.  If you click on the > you should then see some device status.  If you can click on "restart", then the base is in your account and connecting to the Arlo Cloud.

Also, let us know if the cameras are showing up in the list.

[SusanCD]

Yes, logged in to arlo website.
Devices show up.
Did restart.
Cameras are listed

Firmware on Base is 1.16.6.2_3890_e9ee661
In case that's of interest.

The restart had no effect. It moved me back to last images from a few days ago, attached.

[StephenB]

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@SusanCD wrote:
Yes, logged in to arlo website.
Devices show up.
Did restart.
Cameras are listed

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Ok, so the cameras are in your account, but offline.  The base is online.

Have you tried removing the battery from one of the cameras and then reinsert it?  If that doesn't help, then try resyncing one of the cameras.

It might also be useful to connect one of the cameras to the charger.

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@SusanCD wrote:

Firmware on Base is 1.16.6.2_3890_e9ee661
In case that's of interest.

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It is interesting, as that is not listed in the firmware release notes:  https://community.arlo.com/t5/Firmware-Release-Notes/bd-p/arlo-release-notes  Though it's possible something was just released, and hasn't made it to the list yet.

@JamesC - can you verify that this is firmware @SusanCD is supposed to have on the base?

[SusanCD]

Thanks Stephen,
I'll be able to get ladder and resynch cameras tomorrow.
Will check battery power, too.
Will report.
Your advice is much appreciated!

[SusanCD · Accepted solution]

Finally got it. It was a need to resynch her all the cameras.

thanks for the help!