Dashboard devices show offline for a period of time

[roundball]

Immediately following the Secure App update to 6.3.8, I’ve had a strange false problem occur on 3 different cameras now.

Get a message that a camera is not able to recharge its battery.

But the battery icon shows it's full.

And when I click / look at the camera device info, it shows it’s 100% fully charged.

Never had this problem before on any camera over the years.  Now it's happened on 3 different cameras since the 6.3.8 app update.

[RTB-oz]

I see 6.5.0 has just been released so I immediately updated, hopeful that this bug will be finally resolved. But alas and very disappointedly, this bug remains, to continue to annoy us.

[ShayneS]

@RTB-oz

Thanks for the update! I’ve been following up and the latest information is still pending. I’ll be sure to let you know as soon as I receive any new details.

[roundball]

@RTB-oz 

Same here...noticed that 6.5.0 was available, updated the App, rebooted.

My first reaction was that quickness seemed a little improved towards normal again and I had no cameras showing off-line.

Then checked again 30 minutes later and all cameras were off-line !!!

PS: don't know if the Community Email Notification feature has finally been turned back on permanently, but to my surprise at least I received an Email about your post.

[ShayneS]

Hi @roundball 

Yes, the emails have resumed and you should now receive replies by email if you have the option enabled. I will be updating any threads with reports of users not receiving the emails. 

[RTB-oz]

I noticed 6.5.2 was released today. Alas again, the “going offline” cycle bug remains unsolved in that latest update, both on my iPhone and iPad.

[roundball]

@RTB-oz 

Same here...and it's actually worse.

At times of past failures, it used to be that a camera or two would be "off line".

But now with the latest version problem, all cams are offline at a given failure point, and stay offline for a noticeably longer period of time.

One time was so long that I closed the UI App, waited a bit, then opened the App again.  The cams all came back to life, but I don't know if closing / opening the App had any effect or if whatever causes the problem had finally just got working again.

[RTB-oz]

It’s been 3 weeks now since I first reported this problem and two updates later, the bug remains. Is there any progress from the app dev team on a fix for this very annoying bug?

[Angela706]

Arlo app / dashboard, I was wondering if anyone else is having the dashboard show the cameras disabled/offline every time you go to view your dashboard cameras? Then you wait for them to show up but the thing is the base isn’t offline every thing is online, except the cameras.?

just wondering any ideas 

[alex_loo]

this sometimes DOES happen to my dashboard, but not very often.  When this happens, usually I am "lucky" enough to have just 1 camera (within my total of 3) offline.  Often, I can come back later and then that camera is back to normal (online).  Otherwise, I'll just reboot my smarthub VMB5000 and that should bring all cameras back to normal.  I have NO subscription here.

Alex

[StephenB]

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@Angela706 wrote:

Arlo app / dashboard, I was wondering if anyone else is having the dashboard show the cameras disabled/offline every time you go to view your dashboard cameras?

---

I see this fairly often.  Waiting a bit often results in the camera status being updated.  Force-closing and then reopening the app sometimes resolves it.

[roundball]

Well...I just noticed UI version 6.5.6. has just appeared...downloaded it.

Will see what the next 24-48 hours brings...

[RTB-oz]

I also updated to 6.5.6 just now but, sigh, once again it made no difference to the bug that puts my cameras temporarily off line every half hour or so. Given this seems to be a widespread complaint from multiple users that has been ongoing for weeks and weeks, I wonder why the developers seem incapable of fixing it?

[roundball]

Had an interesting experience with today’s couple of failures that made me wonder:

Is this offline failure only related to cams that are connected to base stations?

REASON I ASK:

All my Pro4 cams have been connected via Base Stations…until yesterday when I moved all but one cam to direct WIFI connections.

Following today’s version 6.5.6. Upgrade, I still had 2 failures…but they were both on the single cam that remains on a Base Station.

Zero failures on any WIFI connected cams.

Granted, it’s really way to early to tell what my whole set of cams will do now…but if it’s also going to happen to WIFI cams, I should see failures on them tomorrow, certainly by the next 2 days.

For at least something to try, I’ve run a restart on that Base Station.

Will provide updates…

[RTB-oz]

I have Pro3 cams that are all only connected to my base station. Even though I previously tried restarting and rebooting my base station to no avail, after today’s Arlo 6.5.6 update and the new iOS 26.1, I again repeated restarting my base station. But nothing changed. They still show off line every half hour or so for about 15-30 seconds then spontaneously come back on line. This whole process repeats itself now for weeks.

[Angela706]

Yes it is often but closing the app doesn’t help the cameras still offline even when you reopen the app, because I tried that too many times 

thanks

[RTB-oz]

I have raised a support request for this problem. I chatted with numerous agents. They asked me to do a factory reset of my base station, remove it from and re add it to my account, swap the connecting cable, and uninstall and reinstall the app. I did all of this and the problem still exists. I said I’m convinced it’s a bug introduced in the app given my problems started immediately after an app update about 4 weeks ago but the agent said “it’s not the app” (without any supporting evidence”. The latest agent said he will get back to me after discussing with the team. I’m still waiting….

[RTB-oz]

I just had a chat with an Arlo agent. He wants me to contact my ISP to “change my wifi channel to 1 or 6 or 11.” I explained that my base station Smart hub is connected to my router via LAN cable and my internet comes to my house via cable, not wifi. When my system goes off line, my base station goes off line as well as all my cameras (which are obviously connected to my base station via wifi) so I don’t understand why asking my ISP to change wifi channels is going to help with my base station going off line. Can anyone explain why this was being suggested? I challenged him on this point so then he said I should buy a new base station because it might be defective. Very strange and unhelpful support advice! They refuse to entertain the notion that the App has a bug even though my problems only started when the app got updated about 4 weeks ago.

[Edinburgh_lad1]

If you can access the Internet no bother, then nothing to do with your Internet connection. 

Of course every company will blame the user's set-up.

[Angela706]

Mine is the dashboard says cameras are offline but the base is online, I think there is a bug in the app because even the car recognition labels vehicles wrong still. I even took my cameras off completely in the app and put them back in which is a pain to do but that didn’t help either. 

[RTB-oz]

I saw 6.5.8 was released today so I updated. But as usual, no effect on fixing the offline bug.

[roundball]

Same here...new 6.5.8. installed...still have occasional cameras show up 'offline'.

[Angela706]

Still even after update the latest and now it’s affecting my base it’s going offline now never had any issues with my base till now. What on earth was in that update its worst.