All original arlo cameras (6) offline, 1 pro camera works fine

[avict]

I've got the orginal arlo base station, 6 original cameras, 1 pro and 4 Qs

A couple of days ago the 6 original cameras started to report that they were offline and I've spent quite some time trying to get them back up and running to no avail.

I have:

- replaced the batteries

- removed the cameras from my dashboard

- factory reset the base station

- moved the base station to a different location in the house

- tried changing the main wireless router's wireless channel

- tried changing switching off the main wireless router.

- got 3 lights on base station - that all looks good 

Through all of this I cannot get the 6 original cameras to sync/connect. Occasionally I will get one to sync, but it will immediately go offline. 

The Arlo pro camera has worked fine throughout.

I would suspect a deaded base station, but doesnt explain why the pro camera continues to work fine.

I had a wild theory that a patch was rolled out to address the Krack WPA vuln and my stuff can't talk?

Base:

HW VersionVMB3010r2

Firmware1.9.0.0_14639

Camera:

HW VersionH7

Firmware1.2.11810

[avict]

p.s. Netgear support broken?

[jguerdat]

If you used the reset button until the base LEDs flashed amber, you also need to remove all devices associated with the wireless system (not the Q cameras) from Settings, My Devices. Not removing them may well be the issue. Remove the cameras and the base and start fresh.

[avict]

cheers for the tip, but I did remove everything bar the Q's - cameras first, then base station from devices..

Added the Pro back on fine, standard cameras I can (after a loooong connect time) get to re-sync sometime but go offline immediately.

I'll give it another go to be sure!

[avict]

been through process again as described - see below pro works fine, any of other standard arlo cams struggle to get added & wont stay online

[dragonrb]

have only 4 cameras and one keeps going off line.. re sync it last for two days maybe three and go off line..tks 

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avict wrote:

been through process again as described - see below pro works fine, any of other standard arlo cams struggle to get added & wont stay online

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[jguerdat]

I think opening a case with support using the Contact Support link at the bottom here.

[Karenbrrl]

Were you answered? I didn't find an answer in the thread but I'm having the same issues.  They are either offline or "busy" or the batteries are dead.  It really hasn't served a purpose for me except climbing up and down ladders and searching the Internet for answers.  EVERY time I've needed to look at a video that Arlo should have captured, it's "busy".  Just checked them today and at home all four were offline.  At work, the one that is working only had one video over the course of 3 days - which is not true as trucks are in and out all day long.  Really want to switch security systems!

[avict]

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jguerdat wrote:
I think opening a case with support using the Contact Support link at the bottom here.

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I did that a few days ago & have recieved an acknowlegment but nothing further as yet

Thanks for your suggestions, much appreciated  🙂 

I've also ordered a second (pro) base station to have a play around with tonight to see if that makes any difference (hopefully I can get both working and distribute the cams to get a stronger signal subsequently). 

[avict]

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Karenbrrl wrote:

Were you answered? I didn't find an answer in the thread but I'm having the same issues.  They are either offline or "busy" or the batteries are dead.  It really hasn't served a purpose for me except climbing up and down ladders and searching the Internet for answers.  EVERY time I've needed to look at a video that Arlo should have captured, it's "busy".  Just checked them today and at home all four were offline.  At work, the one that is working only had one video over the course of 3 days - which is not true as trucks are in and out all day long.  Really want to switch security systems!

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I think they might have had a problem with their support system - the site was down when I checked several times & it took them 24 hours to send a first response

[avict]

As a quick update, my new Arlo Pro base station arrived today and I got all the cameras up and running fine pro / non-pro.

Not sure if this means there is a fault with old base station or a bug with gen1 cameras / gen1 cameras / gen1 base stations. To reiterate,

-my arlo standard base station and cameras will not work together.

-arlo standard base station and pro camera will work together

- arlo pro base station and both types of camera work together.

[avict]

P.s. will let you know the outcome of the support case 🙂

[avict · Accepted solution]

after a bit of back and forth with support I suggested that they replace the base unit - they've done so & seems to work ok now