Arlo Device Appears Offline?

[mlund888]

Hello, I got a new iPhone, reinstalled the app on it and now the camera is saying "Offline?"

I have powered off the Base Station, even reset it.... I have 3 green lights and when I Sync the camera, I get the blue light then rapid flashing light, suggesting, it Syncs properly?

Very frustrated any help would be greatly appreciated! Thank you in advance!

[jguerdat]

Does it work ok with a browser?  If so, try logging out and back in on the app.  Sounds like the system is working (test to see if you can live view and record using the browser) but the app is having an issue. Also, try reinstalling the app.

[mlund888]

Hello, Thank you for the prompt reply.... I just tried via the Browser and it says device not connected to router with a working Internet connection????

[mlund888]

Any other things I can try??? Maybe reset base station again? Is there a way ARLO/Netgear can check my system on their end?

[jguerdat]

A reset using the reset button until the LEDs flash amber may hell. If not, try a trouble ticket - maybe it's something simple. If still problematic, you can possibly swap at the retailer for another system or use the ticket for an RMA.

[JamesC]

mlund888,

You stated above that you reset the base station (held the reset button until all LEDs flash amber). After the reset did you then add it back to your account (click add device on the cameras screen and select "Base station")? If not, this would result in the behavior you are describing.

If the base station is still showing in your UI, remove it by going to Settings > My Devices > select your base station > Remove Device. Then go to the Cameras screen, click Add device > choose base station and follow the on screen prompts.

Please let us know if you're still having any issues,

JamesC