Device is unreachable ( not offline)

[Amatex]

Hey guys

so more issues with the Arlo Ultra 2

The last couple of days I been getting a random pop when I try to go live stating the "device is unreachable" however after I click the X a couple of times it's back to normal sometimes it's even live under the popup..

I have not changed anything Internet or setup wise and I have tried to restart my Smart up and it's made no difference.

 

[ShayneS]

The Arlo development team is currently investigating reports of this behavior. We will provide an update as soon as we have more information to share with the community.

[jguerdat]

That's an AI response but generally is correct. It sounds very much like a connection problem. Swapping cameras around should help decide whether the cameras is having an issue or the location has a signal strength and/or quality issue.

[Amatex]

Hey all,

Thanks for the replies
So i have deleted and reset the smart hub and re-added it to my arlo account 
Deleted the camera and re-added them
I also took down the camera's and brought them right next to the smart hub and it would still pop up with the device unreachable error.

I'm also getting streaming failed , parts of my camera feed is being cut off, controls are not working when live/ not showing up (missing from live feed)

also both my camera even back in their spots outside have full signal strength 

It has been very wet here over the last week I hope the cameras are not damaged internally from the rain

Also sometimes the cameras are streaming in 4K but most of the time its grainy and just says "Live"

[Vazo]

I'm having very similar issues 

[Amatex]

Can I ask when did yours start @Vazo? 
Mine started I would say roughy a week ago give or take. 

[ShayneS]

Hi @Amatex @Vazo 

Are you using iOS or android, Can you send in a diagnostic log for me? I can provide clearer instructions after knowing which phone you are using.

Thanks 

[Amatex]

Hey @ShayneS ,

So I am using a samsung s25 ultra

Im running the latest version of the app

I would provide you diagnostic log however when I click get help in the app it just takes me to a black screen.

App info from the Google play store: 

When I hit get help when the device is unreachable error pops up:

 

[GeminiZero]

This started happening to me as well over the last week.  The cameras have been where they always have been, and there has been zero changes to my setup, wifi, router, etc.

This really sounds like an arlo software bug with a new version of the app.

[ShayneS]

@GeminiZero 

Are you on iOS or Android? 

[Amatex]

Good morning team

Just an update while I am waiting for Shayne and the team to get back to me.
I can confirm the following:

• When using the online dashboard via web browser the "Device is unreachable " error does not occur. 
• When using an iPhone the "Device is unreachable" does not occur
• However when this issue popped all devices are sometimes in 4k (shows the 4k Badge sometimes it's just "live" so hopefully @ShayneS that along with the email I sent you can assist further 🙂

[JPena]

So I have been having the same issue for the past I would say two months…conveniently when I cancelled my Arlo Plan.

I have a system that includes a Front Doorbell, four Arlo Pro 4 cameras, a chime and a Base Station.

I had an Arlo plan for over two years but after they updated the app the cameras started to act funky (would completely disconnect from my system or would not show live stream) and on top of that the plan pricing was jacked up without notification so I remembered I have a base station and cancelled the plan altogether. I had to reconnect everything from scratch and shortly after I did that I started having the same problem you all are “device unreachable”. I have tried contacting Arlo about this and it is always the same response, low signal…but how has it been working for over two years and suddenly it is not?

I have unpaired and paired ALL of my devices multiple times and it doesn’t help. Now the app will randomly not show my local recordings… The chime also has stopped working.

I am using the latest Arlo App on iPhone

 

 

[JPena]

Good luck getting any help!

They said they would not provide support because I don’t have an active subscription… Bye Bye Arlo

 

[ShayneS]

Hi all,

Thank you for the detailed information. I’ve shared this with our development team and will provide an update as soon as more information becomes available.

@Amatex 

Thanks, I provided the info to the team well. 

[Subpar]

Same issue here,.only one camera affected. Using Android Samsung s24 ultra. 

[Subpar]

Update, I would note the camera that was showing this issue only did so from the dashboard, not the device listings. So I removed and re-added the widget for it and so far so good. 

[Ryan12345678912]

Having same issue Systems in same spot for few years never an issue till a month ago but was random. Now only 2 cameras work and the support button in app doesn't work either. Video clips still being sent from all cameras tho

[NickDi]

Having same issue just the past week or so with my Arlo Security lights. All 3 are suddenly  “unreachable” but the bridges are online and normal. I made no changes to anything this issue just popped up. I am sure this is just another case of poor testing sw code by Arlo before pushing out to users!

[Ssh1825]

Same here!  Hope an update becomes available soon.

[ShayneS]

Does this occur for the granted access users or the primary account holder?

[Subpar]

Another update, issue is still occuring. Removing and re-adding widget was only temporary. Fix in the way, or will this result in another buy more subscription?

[ShayneS]

@Subpar 

Do you have any info you can provide for my previous question? 

[ShayneS]

The Arlo development team is currently investigating reports of this behavior. We will provide an update as soon as we have more information to share with the community.

[Amatex]

This occurs with both myself as the primary user and my family which are granted access to my account

[Gfaira01]

Mine is also the same for the last week on my galaxy S25+. Very annoying and frustrating 

[Amatex]

I hope we get an update soon...

it feels like I spend most of time in this forum reporting issues and using my Alro cameras it's beyond frustrating,  the sad part is when the cameras and app work they are amazing