Arlo Wireless Base Station Won't Connect

[Cw7]

I have the wirelss base station and 5 cameras. One camera is recording normally and I can view the recording in the app, but the app is showing all 5 cameras offline. I have reset the modem and the base unit but nothing changes. All three green leds on the base are burnng steady. How do I get the app to work again?

[jmmachg]

I am experiencing the same issue with my Arlo Plus base station and my Arlo Q Plus, my regular Arlo Q shows normal.  Rebooted EVERYTHING several times, same thing.

[Algis]

Yes I am having trouble with the same thing......system online 

[jguerdat]

Open cases with support. More cases gets more awareness.

[Dieselbgood]

Yes mine are showing offline too. But still alerting me and recording. WTF?

[jguerdat]

Open cases with support.

[jguerdat]

Open cases with support.

[Cgrzincic]

Opened a case a couple hours ago, waiting for. a response from support.

[NewtoArlo2K17]

Yes, for about 4 hours. Net is working and connected, all three lights are on (green) yet it insists "Your Arlo device appears offline"

[LGT]

Status never updates. Can't watch cameras live but they are recording to library.

[Cw7]

Thank you for your reply but the app still does not work.

[rjhelmke]

My Arlo app says "your arlo device appears offline". It was fine this morning, offline this evening. I have not changed anything. I have 3 green leds on the base station and the cameras are still reporting motion. I tried calling support but the wait time is 45 min, figures.

Did Netgear do something today to break systems?

[Cw7]

I just logged in to Arlo with my computer and it also says the devces are offline. I believe it is a Netgear problem.

I have opened a case.

[The-Wall]

I have VMB3010r2 and I have the same problem. One of the cameras recorded just one second of video instead of its preset time. Restarted the basestation but no luck. The basestation light indicates its connected to the internet. The router sees it being connected. Other wired devices are able to access the internet. No changes in network configuration on our end.

Considering all other Arlo devices (Pro, Q, Baby) are reporting the same issue, this is an outage on Arlo's end. What are your SLAs?

[rjhelmke]

I do agree its a Netgear issue, why no post from Netgear and why do they not have a system status page? If anyone else is seeing the "offline" message, please post so Netgear can realize this. I sure hope they do not make me add my cameras back, that would be a big hassle!

[mbruno91]

I got a new, upgraded router from Frontier FIOS. Everything is connected just as it was before. The green lights for power and Internet are lit up green, and I can sync cameras to the unit. The base station will NOT connect to the app, or the web interface. I've tried unplugging it, resetting it, nothing works. Everything worked perfectly fine before switching out the router. I can't think of anything else that it could be. Now I've got a $300 pile of bricks. How can I fix this? 

[mikeh1318]

Mine are doing the same thing

[Waveoquai]

I've been experiencing the same thing also. I tried rebooting the base, router and still is getting the same issue. Other than checking the camera live everything else appears to be working as normal. I guess tomorrow I try doing a factory reset.

[manfredz]

We are currently investigating this issue. I will post an update as soon as I have more information.

JamesC

[manfredz]

We are currently investigating this issue. I will post an update as soon as I have more information.

JamesC

[manfredz]

We are currently investigating this issue. I will post an update as soon as I have more information.

JamesC

[manfredz]

We are currently investigating this issue. I will post an update as soon as I have more information.

JamesC

[rjhelmke]

OK, I guess Netgear did something, it is working now.

[manfredz]

The Arlo engineering team has identified the cause and resolved this issue. Please let us know if you continue experiencing this behavior.

JamesC

[JamesC · Accepted solution]

The Arlo engineering team has identified the cause and resolved this issue. Please let us know if you continue experiencing this behavior.

JamesC