Ultra SmartHub offline, have to reboot constantly

[techgurumiami]

I got my Ultra before the great Relaunch and my issues were minimal and I was happy for the most part, I waited patiently for the relaunch and the subsequent updates. Since the Relaunch I have had nothing but issues, the same issue that others were having that got their units at the same time.

First I had to restart my hub EVERYDAY, because it kept going offline. Not the cameras individually, the hub. I have a Pro 2 hub at another location that was always online so it wasn't any of my devices or connectivity. I was ok with that because other had reported it and surely someone was testing and coding a fix. So finally there was a new firmware and you would think all is good; but no, now I have to restart at the very least twice a day.

Then they push out the last update and I have to restart the hub every couple of hours. I didn't find this out until I was miles away for work in the middle of nowhere and was trying to maintain visibility to have data for LE for trespassers. 

I had enough and as much as I hate calling or texting tech support, because they never have a real solution, and when they send you to tier 2 its a black whole that you never hear from or get a follow up, had to call. 

I followed the instruction from them and went against my better judgement and removed everything and started from scratch.

A day later I was back in the same boat having to power cycle the hub everyday ( And restarting the hub from the app does not count, needs to be physically unplugged), all my ultras and Pro 2 have full signal by the way. To add my Arlo Doorbell even though it is connected does not ring at all now.

I responded to the email tech support sent and have yet to get an ackowledgment or any kind of assurance that they are on it. And to top it all off I do not get any notification alert in any mode and to add insult to injury the Arlo icon has disappeared from the notification bar on my Note 9. This is untennable and something needs to be done immediatialy on many fronts.

[JamesC]

techgurumiami,

I will reach out to you in a private message to gather more information on the issues you're experiencing.

JamesC

[LeeScheele]

I'm having the same problem with one of my two Ultra Smarthubs. It goes offline all the time.

[JamesC]

LeeScheele,

What are you seeing that indicates the SmartHub is going offline?

JamesC

[n1976jmk]

Hi James. I hope you don’t mind if I respond as well since I’m having same issue. I experience the random disconnects as well (base station going offline by itself).

When I’m home and notice from the app that the base station went offline randomly. I’ve quickly went and looked physically looked at the base station a couple times during these occurrences and it’s physically rebooting itself. Then it goes from the blinking amber light to solid blue light eventually.


Thanks!

[dfp42]

My Arlo Ultra/SmartHub worked well for the first few weeks, but now suddently the geofencing seems to get confused daily (stays armed when we're both home and the app verifies that) and the SmartHub itself seems catatonic: selecting Mode shows the SmartHub and "getting information" for long periods of time, unresponsive. Camera seems fine. I'm sitting 10 feet from it and seeing a solid blue status light.

[JimK-EE]

I have been having some flaky issues in the last month, after running for over 2+ years. Never had these things going offline unless battery is dead. Now I'm seeing similar issues to the other posters. Here's more feedback to tech team. Base was offline for awhile - decided it was time to look into. I had to pull power. Base came back up, but cameras still offline. Had to go into app, and use reset base button in app. Only the newest camera H8, came back. If I open and close battery doors on older cameras (4x) H7, they come back online instantly. Maybe more info for engineers to debug.

[n1976jmk]

Hi Jim! Thanks for responding.

What model cameras are your H8’s?

I have two Arlo Ultra cameras but they are H6’s (one camera screenshot attached).

Do you have your cameras connected to AC as well?

Thank you!