Any Updates on System Shutdowns?

[DJoeP]

(I have a paid monthly subscription, four cameras and a doorbell.)

Today is Friday 7/28 and I've been reading through the community posts and seeing similar issues that I'm experiencing. The short version for me is that I had to buy a replacement camera, and when I added to my Arlo system yesterday through the app, I was required to update the firmware. Today, one day after the update, all my cameras went offline. 

I rebooted everything, but like other people have stated, it's after 12am and dark here, I'm not going to climb on ladders to start testing all my cameras when clearly my fellow users have all been trying these "solutions" for weeks and they're not working.

The weird part about Arlo's phony responses: they seem to think we can be convinced that all users around the world suddenly have WiFi that stopped functioning, oddly right after the Arlo firmware update.

My Arlo system and WiFi were working just fine for almost a year before the update.

Arlo, this is on you. I have worked for companies where customers have legitimate complaints in the company online forum, and the staff wanted to help the customers or at least problem solve behind the scenes, and we were prevented from doing it by "the powers that be" because (whatever their asinine corporate reasons were). So they know what's going on, and probably many of them want to help us, but they can't or aren't allowed to come up with solutions for whatever reason.

I noticed that on August 10, 2023, there is an Arlo investor meeting via conference call. It looks like a public meeting.

https://www.benzinga.com/pressreleases/23/07/b33345284/arlo-technologies-schedules-second-quarter-20...

I wonder if there's a connection.

Anyone feel like making some "good trouble"? Someone posted in another thread about contacting your state's attorney general (https://www.naag.org/find-my-ag/). That's a great idea, but it's only  the beginning. If you're paying for a product that provides home security and it's not providing that, I think people would want to know. There are places to do that.

Just seeing how everyone else is feeling about this situation.

[jguerdat]

Other than "rebooted everything" you don't give any details. What cameras/base/hub? What exactly did you try and what did you see? If using a hub or base, did you reboot the router and hub/base, in that order?

[DJoeP]

Are you with Arlo? Look, the reason my security guy recommended your products is because it could be set up and used with little effort or time by me. That's how it was until the firmware update. It was working fine. I'm not a tech guy. The bigger issue to be addressed is why did everything shut down after the firmware update? 

I'll give you the brief version, just because I don't know and don't care about the tech: I have three Ultra 2 (used to be four but one broke and I replaced it with a Pro 5S). I have an Essential doorbell. It's whatever SmartHub came with the Ultra 2 four-pack. And as I mentioned, I have one Pro 5S as a replacement, and when that was brought online two days ago, the firmware updated and about 24 hours later, everything shut down.

Today the doorbell is working. Everything else is offline.

I don't know, I tried resetting the hub and that didn't work. So I shut that down, restarted my Wifi, then restarted the hub. It was almost midnight and there wasn't much I can do then. Today I have to work my three jobs and go to a doctor's appointment. I don't have time to be a security tech expert and climb around on ladders. That's why I wanted an easy system to use. 

Again, just read through your forums - why did the update start making everyone's system crash within the last few weeks, and why isn't it being acknowledged? The default Arlo position is that the users are doing something wrong. There are people on these forums who are way smarter and more tech savvy than me, and they can't figure out what's wrong with their systems, and Arlo's not helping. Why would I do this tech dance with you and climb around on ladders all day if I've read what's going on with other users?

[jguerdat]

Any of us "superusers/gurus" are not Arlo employees - we're just users who have just spent too much time on the forums trying to help other users. Arlo employees are identified by an Arlo avatar.

Any firmware update can cause problems. However, it would be instantaneous in most cases. The fact that you installed a new camera and it needed an update doesn't likely have anything to do with your issues. What is the LED on your hub showing? Have you rebooted the phone and reinstalled the app? Have you tried the web client (my.arlo.com) to see if it shows differently? WHile unlikely, sometimes rebooting your router and hub, in that order helps.

[DJoeP]

The 5S is now online, but I attribute that to the battery finally charging (after cutting away branches that were blocking solar panel).

LED is blue.

I tried rebooting router and hub (in that order).

I tried deleting app, resetting iPhone, restoring app.

Web client showing same two active devices as the app: 5S and doorbell. 

Three Ultra 2 cameras still offline. 

New puzzling thing is when I logged into the web client, a note popped up that said my "trial subscription" had ended. I have a monthly subscription and just checked a receipt that Arlo emailed me that my last payment was July 16.

[StephenB]

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@DJoeP wrote:

Web client showing same two active devices as the app: 5S and doorbell. 

Three Ultra 2 cameras still offline. 

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I am guessing that the doorbell and the 5S are connected directly to your home wifi.  The ultras have to be connected to a base/smarthub.

• What base model do you own?
• Is it off-line in the app?  Or on-line?
• What is the LED status?

https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-Base-Station-mean