Arlo "base" device goes offline randomly

[k000]

Just got 3 camera set and set it up. I am notcicing that randomly I get the error that "Your device is offline" for the base station, and of course alongwith that cameras show offline. 

Can someone shed some light and suggest what is going on? Clearly its not a issue of camera batteries or Wifi.. as base station which is hardwired is showing the symptoms, any help is appreciated. 

[TomWho]

Software is broken.

[manfredz]

which software specifically are you referring to?

[TomWho]

version 2 base

[JamesC]

TomWho,

Could you give more detail on what you are experiencing?

JamesC

[TomWho]

When I login if I try to go to the hub it says 'offlne'. Sometimes it will come 'online' buy usually not. Devices are usually online and working.

[JamesC]

TomWho,

What client are you using that shows this behavior? (web client, mobile app)

Do you see the same behavior regardless of which client?

What model/OS version are you using

JamesC

[TomWho]

Any Android or Windows. Wifi signal from the hub stays fine.

[JamesC]

TomWho,

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC

[taperrone]

I am having the same issue. Worked for a month and then had to hold the reset button to clear the system then add the base station back in then re synch the cameras. It's got to be software.

[jguerdat]

Did you in fact reset and start fresh? When you reset, did you also remove all devices from Settings, My Devices? 

Doesn't sound like software since others are having no issues.  Hardware would seem to be more likely.

[taperrone]

I reset the base using the reset button for 10 seconds then added the base a=
nd then the camera. I never removed anything. This is only one month old

[TomWho]

Re synced mine shortly after un boxing. Didn't help longer term. I do have anolder base station that came with an older camera. I'll try that when I get time.

[jguerdat]

When you reset, you MUST remove all devices from Settings, My Devices. Try the full procedure.

[TomWho]

Yea.

[binaryboyz]

Hi,

I recently bough this new camera and base unit. I have the latest version of firmware: 2.4.3.821_17721 (Released: 08/08/17) and a stable internet connection (virgin media). I am still getting this problem once a week. this is very annoying. I was away for 2 days and camera went offline. Is there any fix for it? 

Thanks,

Jas

[jguerdat]

You gave us the app version, not hardware.  Check again and compare to what's listed in the Release Notes area here.

[Laurajane]

Mine now only goes offline if there is a powercut. Arlo tries to reconnect before my broadband is ready and then gives up and goes offline - a minute or so layer, my broadband is back up but Arlo stays offline. I've fixed this by getting a smart plug. The only problem now is I don't get an alert when there is a powercut but I check the app frequently.

[jguerdat]

A UPS for your modem, router and base would resolve the power cut issue.

[wayneg51]

I"m joining in with a me too! My Base goes off line about every 8-10 hours. Turning off and then turning back on brings it online once again. Have done the complete reset/resync of cameras, new batteries, ect. Nothing works except  power off then on. Has been working for 8 months prior to this flawlessly. Get message "This device is offline" for each camera and always all at once. They either all work or none. Very frustrating!  Arlo/Netgear need to get this fixed!

[jguerdat]

What are the LEDs on the base showing when "offline"?  If all green, it's likely some sort of display issue rather than the base/cameras being offline.

[wayneg51]

The Lights are Green-Orange-Green when offline. Power green, network orange, camera green. Has solid ethernet connection to router, tried replacing the ethernet cable- same results. Holds connection for only about 6-8 hrs before dropping.

[jguerdat]

It may be a base problem. First, though, have you tried resetting the system by removing all devices from Settings, My Devices and starting fresh? Sometimes it takes a brute force approach.  If all else fails, having a case open with support and staying on them, even if they don't respond quickly enough, is what's likely needed for a resolution.

[wayneg51]

Thanks, I've already tried the nuke it approach, didn't change. I guess it's time to contact Arlo and get a case opened. Yuch!

[Manuinny]

Except switching on / off my base I don’t know what to do. And the issue is that the cameras are 600 miles away from where I live.
What can we do ?

[jguerdat]

If it's something that require physical presence to fix, you would need to have someone with access to help you out. The big question is why they went offline.  We'd need to know what the LEDs on the base are showing and whether the batteries in the cameras are good.

Did you have a power outage?  That's the usual issue, with the base not reconnecting, perhaps due to the base being ready before the router finished rebooting. We've taken to recommending a UPS, especially for remote locations, for your modem, router and base so power outages don't affect your network connection.  That also helps keep the batteries in the cameas from depleting due to trying to connect to the base which is down.  A WiFi switch such as a WeMo may be useful when plugged inbetween the UPS and base, too, so that you can power cycle the base without having to be present.