RESOLVED: Arlo Base Station Appearing Offline
6 Arlo Pro 2 setup. Sadly, I can't tell what firmware is installed now.
App and Website is stuck "Getting Status", then reports offline.
Base Station has 3 green lights, but the internet light does occasionally blink.
Tried power cycling the base station and hitting the Sync button.
Seems to have started sometime on Sunday.
Device type showing offline (Arlo, Arlo Pro, Arlo Pro 2, Arlo Baby, Arlo Q, etc.): arlo pro
Internet Service Provider: Mediacom
Exact error message:
The application used (iOS, Android, Web):ios
Yes, my base is also offline. Im glad that I checked in. My base has been offline all day, I notice at about 9am pacific time, still offline 8:45pm...................
Play with firmware updates on your own time, and in a proper staging environment, before rolling your broken updates out to your user base!
Just wanted to give you guys a quick update that Engineering has a possible fix that we are in the process of testing. Thank you for your patience while we work to resolve this issue. This thread will be updated as soon as we have more information.
Community Manager, Arlo
Thanks for the update.
When there is an outage like this there should be a bulletin on the login screen alerting users of an outage and a timeframe for resolution. Otherwise, your support team is going to be very busy answering the same calls.
Base Station firmware: 188.8.131.520_20870
Device type showing offline (Arlo, Arlo Pro, Arlo Pro 2, Arlo Baby, Arlo Q, etc.): Arlo
Internet Service Provider: Comcast
Exact error message: The message on the Devices tab is "Your device appears to be offline," (over each camera screen shot). When viewing the Mode tab, the message is "Your base unit is offline".
The application used (iOS, Android, Web): Both iOS and web. Behavior is slightly different on iOS vs web.
Logging out then back in seems to allow me to momentarily activate the cameras in real time, but I cannot do anything else, such as enter the mode tab. After a few moments of viewing the cameras, the error message pops up.
Service provider TELMEX Infinitum
Can't check firmware version
Andoid and iOS
Right led flashing yellow
Model: Arlo Pro Wire Free
Serial Number: 4R04787UA7AB3
Internet Provider: Spectrum
Proceeded with the update this morning and the system hasn't worked ever since. Getting "Your Arlo device appears offline. Please make sure it's powered on and connected to the internet." Mode of the Base unit says "Offline". Need help please!
Arlo Hub Model: VMB4000r3
Win 7 PC
Android "Oreo" ver. Phone
ASUS wireless/wired ethernet latest patch.
Arlo integrated with Wink home automation system.
Brief acces to live camera view and snapshot of last view from local memory card. Last Library recording from 5 days ago. (May 10). Changing tab/view on any platform changes all devices to "Offline etc. . .
VMB4000 Pro Base Station
Showing 'Your base station is offline' in iPhone app after upgrade of the app and firmware upgrade of the base station.
Left the firmware upgrade of the base station for about 30 mins... then powered off/on with no improvement.
Hope it's not bricked 😞
We have two base stations with 4+1 cameras in the same remote location, one works and one doesn't.
Netgear - you need:
1. first of all to implement and integrate a so much better test and quality assurance process in your software development, roll-out, and maintenance work.
2. to communicate status of your systems (easily and quickly found on your web)
Arlo is supposed to be a home security system!
Base station 1 with 4 cameras that was forced to manually accept firmware update yesterday. After that the same problems as everbody here.
Base Station firmware: ??? ("Getting status...")
Device type showing offline: Arlo Pro, Arlo Pro 2
Internet Service Provider: Swedish ISP (works fine)
Exact error message: "Your arlo device appears offline..."
The application used (iOS, Android, Web): Android, Web (some live streaming works occasionally)
Base station 2 with 1 camera with no manual FW upgrade. Works ok as before.
Base Station firmware: 184.108.40.206_20963 (HW VMB4000r3)
Device type showing offline: Arlo Pro
Internet Service Provider: Same as above
The application used (iOS, Android, Web): Android, Web (both work)
Serial Number 48D35B74A07C1
Keeps saying Your base Station is Offline
Internet Service Provider - Telstra
3. a way for users to disable automatic firmware upgrades (so we can wait and see if a given release is stable, by monitoring this forum).
And you’re exactly right.. this is supposed to be a home security system, with a primary function of providing peace of mind. Arlo: you guys have not been measuring up lately. We expect and deserve more.
Also, can you float the above ideas/suggestions to the developers & decision makers? I think you have a thread specifically for “floating ideas,” but here’s a real world example with real world suggestions from your users. I hope you guys take note. I’m really not trying to get aggressive in my posts, I’m just fed up (like so many others here) with the outages. It shouldn’t happen.
Good evening Arlo Community,
Thank you one and all for providing valuable details about your environment while experiencing base station offline issues. We have just deployed another fix that we are hopeful has now resolved this issue. We would greatly appreciate your continued feedback to validate if the update has brought your base station back online for all platforms (web, iOS, and Android).
Please note: We are still working on isolating and fixing a few other issues mentioned over the course of today and hope to deploy additional fixes as soon as possible.
I look forward to hearing your results.
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