Base Station offline. Connected on UPS and network is fine. Support won't let me look at log.

[lkruper]

My cameras a couple of hours away. The hub is on a UPS and my network is fine. I called support because a few weeks ago an update caused a problem and the agent was able to help by looking at the log. Yesterday (40932519) the agent just wanted to argue with me and said I had to be local and also that it was against the rules to look at the log. I asked her to escalate and they said a supervisor would call back in 1-2 hours. That was last night.

I would like advise on how to resolve this and also if it is really true agents are told not to help beyond parroting from a script.

I could remotely bounce my modem, but my network is fine. I will be adding a remote switch for the Arlo hub.

Thoughts?

[JessicaP]

Hey lkruper,

Has our support team contacted you back? If not, send me a private message so I can gather more information from you.

[lkruper]

No, never got a call from a supervisor. Called again and the agent also could not help.

The ticket # is in my original post.

[JessicaP]

Let me reach out to you via private message to gather more information from you.