My Arlo keeps going offline every half hour or so

[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.

[ShayneS]

Thank you for your patience while the team works toward a resolution. It appears the root cause has been identified on iOS and a fix should be coming soon. I'll update you again as soon as possible. 

[roundball]

Well, just installed version 6.6.0…be nice if this finally fixes the cams going off line.

[RTB-oz]

I uninstalled the current Arlo app 6.5.8 on both my iPad and iPhone, rebooted, then installed the new version 6.6.0 on both. Looked promising for a (little) while but sadly, the problem has returned. So, once again, no fix in sight.

[roundball]

With version 6.6.0. I still have cam(s) going off line.

PS:  Knock-On-Wood...hope I don't jinx myself with this:

At least the failures continue to only affect cam(s) on a Base Station.

( WIFI attached cam(s) have not been going offline during the past couple version upgrades )

[roundball]

FWIW, another post-version-6.6.0 failure this AM.

Went to ck all the cams and a Base Station cam was offline.

[RTB-oz]

Yep. I have just been on Arlo support via chat about this topic (for the umpteenth time) explaining that I have done every request for troubleshooting they requested and the problem still persists. When I try accessing my cameras and base station via the web browser my.arlo.com, the problem does not exist (at least not so far). I told the agent that surely this is conclusive proof that the problem lies in the app, given the problem doesn’t occur in my.arlo.com! They said they will escalate this but I think we might be waiting a long time based on past experience with Arlo support….

[Angela706]

I feel ya on that cause that’s what they told me too it’s in the app that has the bug but they just don’t seem to be able to find it I guess 

[roundball]

Tired of the continued arlo quality failures...no confidence they're going to fix this one.

I spent another lot of $$$$ to reconfigure my system.....installed a WIFI Extender in the area of the failing cam, and switched that cam off the Base Station to WIFI.

It's been a few days and so far, that cam has not gone offline since.

Based upon the general track record, my next worry is some firmware / software change will be made that ends up also making the WIFI cams start going off line again like they did.

[RTB-oz]

Yes, I know how you feel. It’s like Groundhog Day trying to go through Arlo Support. Unfortunately I have a Pro3 system which means I’m stuck with a Smart Hub rather than Wi-Fi Direct. I read somewhere else on this thread that someone else also had success with cameras linked direct to their wifi router rather than via a Smart Hub base station. The one good thing Arlo Support did was give me a new Smart Hub free given no other troubleshooting they suggested worked…but even that did not fix the problem! Even though going offline does NOT happen when using the web browser my.arlo.com, and the camera notifications and Feed still happen immediately even when the cameras and station are offline (showing it can’t be a connectivity issue), Arlo Support still unbelievably don’t accept that the bug must be in the software in the app. They are in denial.

[ShayneS]

Thank you for your patience while the team works toward a resolution. It appears the root cause has been identified on iOS and a fix should be coming soon. I'll update you again as soon as possible. 

[Angela706]

That would be so good to hear and see in the app for it to work. Thanks just let us know when to look for update

[RTB-oz]

Thanks. It’s good to hear the root cause has been found and hopefully a fix will be published very soon. Given that I have an open Support Request 45204210 for this problem, and there has been no update from them, I wonder if I can expect any similar positive progress from Arlo Support? So far they have not been very proactive with offering any sort of solution or update.

[RTB-oz]

I noticed 6.6.4 has just been released. So I raced to download and install it, hopeful that this would be the update that incorporates the iOS fix. But once again I was disappointed. So looks like we need to keep waiting….

[roundball]

Update version 6.6.4 has brought back a problem from a version earlier this year.

When opening a recorded image to review it, and then moving the image to it's larger size, the image actually gets much smaller.

Same problem that occurred & was fixed back during the past few months.

[Angela706]

Your right the issue still exists with iOS and it’s adding issues like on my vehicle recognizing my select vehicles it is labeling them wrong 

[ShayneS]

@roundball @Angela706 

Can you please create a new thread and tag me there and I will look in to it asap. 

[roundball]

Why on earth would you want to start a new separate thread for yet another problem in the ongoing series of problems with the App and related App support ?

Just edit the original name of this thread to Secure App Related Problems. 

[RTB-oz]

I just updated to 6.6.6 but don’t get your hopes up. This hasn’t fixed the going offline issue.

[ShayneS · Accepted solution]

Hi all, just wanted to let you know this should now be resolved. An update was performed on the backend. There should be no further action needed on your part. The deployment is in a slow rollout phase and should be completed by end of next week. Please let me know if you're still experiencing these symptoms after that timeline. 

[RTB-oz]

I uninstalled my current 6.6.6 version, rebooted my iPhone and then installed the new 6.6.8 version. Looked promising for a while but sadly after about 30 minutes later when I next opened the app, my cameras and base station once again reverted to going offline temporarily then coming back on line (with this becoming the usual annoying pattern). I did the same on my two iPads but they also continue to show the same old behaviour with 6.6.8, as before. I would be interested to know if anyone else had any success (or not) with 6.6.8 because it didn’t fix the problem for me on my multiple devices (all running iOS 26.2).

[ShayneS]

@RTB-oz

When this occurs, would you say it takes longer for the exclamation screen to disappear? Or is it about the same? 

[RTB-oz]

When I installed 6.6.8 on my iPhone, I thought the problem had been solved because it did seem to take longer for the erroneous behaviour to start. However when I installed it on my iPad, the erroneous behaviour started after only about 10 minutes so I originally started to think it was fixed for the iPhone iOS but not for the iPad iOS version of 6.6.8. But then my iPhone started the erroneous behaviour after about half hour. So, to answer your question, I think that there has been some improvement (because it seems to delay the behaviour starting) but without any timed data before and after, I can’t say this with certainty.

[ShayneS]

@RTB-oz

I see, So it's not occurring right when you open the app, Your device cards/thumbnails are not black with the red exclamation. It loads the thumbnails pretty much instantly, and then later it shows the black thumbnail with red exclamation?

[RTB-oz]

Yes, the app opens normally on first opening and all my Devices thumbnails and Widgets in the Dashboard work normally. But sometime later, variable but around 20 minutes later, next time I open it, all the thumbnails (including my base station) and Widgets are black with a red exclamation mark. The base station status shows its searching, then after about 10-15 seconds everything comes back on line. Everything works normally but this same behaviour starts all over again next time I open the app at least some 20 minutes or so later.

[ShayneS]

@RTB-oz 

Thanks for the clarification. I'm providing all the notes to the team. I'll continue to keep this thread updated. As soon as I have more information, I'll provide it ASAP. 

[RTB-oz]

Thanks. Just a correction to my last post, the base station (smart hub) in the Devices page isn’t black with a red exclamation mark. I meant to say it shows it’s offline and trying to connect (ant the same time as all the other thumbnails are black with red exclamation marks). The time to reconnect each time seems to be the same (about 10-15 seconds) in 6.6.8 as in previous versions.