Arlo|Smart Home Security|Wireless HD Security Cameras

Smart Hub keeps going offline

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Two days ago I lost connection to my Arlo Ultra camera, at the time the camera had a battery level of over 90%.

I discovered that my Smarthub was offline and followed the online instructions to get it back online, I had to resort to resetting my hub back to factory settings.

When I tried to reinstall my Arlo Ultra camera I found that the battery had no power.

I  replaced the ethernet cable between my SmartHub and my router just to ensure it was not faulty. 

After fully charging the battery, I reinstalled the camera to my Smarthub and within 5 minutes the Smarthub went offline again, this has happened a few more times since then as well.

The camera works fine when it is connected.

Model: VMB5000 | Arlo Ultra SmartHub
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Guru

How do you know that the hub is actually offline? What is the LED showing? Does the router show an IP address for the hub?

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Tutor

@jguerdat Hi, the Smarthub light is flashing orange and yes my router does show an IP address for the hub.

The smarthub was been working ok so far today

 

 

Model: VMB5000 | Arlo Ultra SmartHub
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Guru

As noted in the FAQ here, a flashing amber LED means a connection issue (signal strength) with at least one camera. Thus, it would seem that the problem is the camera is in a bad position for a proper WiFi connection to the hub. Bring the camera closer to the hub to see if that helps. If so, choose a different position for mounting the camera and/or move the hub so a better connection can be made.

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Hi, The camera and smart hub have been in the same position since I purchased them last year and they have worked up until the smart hub started going offline recently .

I have reset my router and changed the ethernet between the smart hub and my router but it still intermittently goes offline.

 

Model: VMB4540 | Arlo Pro 3 SmartHub
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Guide
Guide

I have the same problem.  I bought my 5 camera Ulta system December 2019.  Working great for close to six months.  The Smart Hub went Offline two weeks ago and can Not get it back up>  I have three different Case number - with multiple emails.  They can not seem to resolve the issue.  I am still waiting - with NO cameras working because the Hub is offline.  I have an Arlo Video Doorbell and this is the Only thing that is working.  If I knew the Hub was not going to last - I would not have invested that kind of money.

Model: VMB5000 | Arlo Ultra SmartHub
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@MJanis wrote:

I have the same problem.  I bought my 5 camera Ulta system December 2019.  Working great for close to six months.  The Smart Hub went Offline two weeks ago and can Not get it back up>  


Have you asked for a replacement base?

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Hi still waiting for a reply to the case I raised over two weeks ago, very poor service.

I am currently considering returning the smart hub and camera for a refund as its clearly not fit for purpose

Model: VMB4540 | Arlo Pro 3 SmartHub
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Arlo Moderator
Arlo Moderator

@tigh1969

 

May I ask for this case number so I can review it? 

 

Is this regards to case #41688727?

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Hi yes that is the correct case number.

I was told someone would be back in touch within 48 hours that as over a week ago. The ultra camera  and smarthub worked well until a few weeks ago but since then the camera or the hub or both have gone offline several times, and the only way to get them back working is to do a factory reset on the hub and then remove the camera and charge it again despite it having a fully charged battery before it went offline. This is not acceptable as if I’m not home I’m then left with no camera access until I return home.

i didn’t expect when I paid for these that I would be considering returning them.

its very disappointing as then the camera worked I was impressed with the ultra camera

Model: VMB5000 | Arlo Ultra SmartHub
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Arlo Moderator
Arlo Moderator

HI @tigh1969

 

I have escalated this issue for you. Your escalations case number is 41703552. Someone from the escalations team will be contacting you as soon as possible. 

 

 

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