Base Station "Offline" but I keep getting videos?

[pedermoller]

Hi,

Using the iPhone app, when I select "Cameras" I get the error message "Your base station is not connected to the internet..." and when I select "Settings" I get: "Base Station Settings    Offline>". BUT I keep getting recorded videos. This has been going on for weeks. I use the setup for remote monitoring, so I can't easily do on-site troubleshooting. Is there something I can try per remote (and what should I try once I get the chance to go to the location)?

Best,

Peder

[DeannS]

Good afternoon pedermoller,

Thank you for your post! 

We have seen this kind of issue before, more commonly on Corporate networks where highly secure firewalls prevent that type of Internet traffic. 

Are you trying to connect to the Internet by using your Corporate network? If available, have you tried to use your cellular providers data to connect?

If these suggestions are not relevant to your situation, what version of the iphone do you have? Where are you trying to connect from? 

I look forward to your response. 

Thanks,

DeannS 

Arlo Team

[pedermoller]

Hi DeannS,

Thanks for your reply.

There's no corporate network involved. Disabling wifi on my phone and using the cellular network gave results identical to using wifi.
I also occationally saw the problem when I was on site and was connected to the wifi from the router that is connected to the base station. So there seems to be a problem in the chain: iPhone 5 (MD297KN/A) with iOS 8.3 (12F70) -> apple airport express (2013 model) -> Arlo base station (and possibly also with the final -> Arlo cameras link).

Does the above information help suggest a course of action?

Best,

Peder

[DeannS]

Good morning pedermoller, 

I appreciate your response.

I have sent you a Private Message with information on how we will proceed with the investigation of this issue.

We are able to offer you an alternative resolution, as the issue does not pertain to the network settings.

I look forward to your response. 

Thanks,

DeannS

Arlo Team

[Sharkyspy]

I just bought the Arlo camera system and 2 nights in a row the base station has gone offline and won't reboot and connect. I reset modem, router, and base station. I even tried resyncing the cameras with no results. I finally did a factory reset and tried signing on with same account - no results. I eventually created a new account and was able to set up the system as if it were new. Next day everything offline and nothing working. This tells me it is your end that is a problem. Software or your servers, not sure which. If there is no fix to this I will return the system and post a review. Funny I didn't see these issues in the CNET review.

[JamesC]

Sharkyspy,

Welcome to the community! What is indicating to you that the base station has gone offline, an error message or the LED indicator on the base station itself. Sometimes users experience this error on their web browser due to anti-virus software, firewalls, etc. One way to further isolate the issue is to try logging in on a different device such as through the Arlo app, or another computer. Please let me know!

JamesC

[stagden330]

Hi DeannS

I have exactly the same issue and identical set up, with an Airport Extreme; this is the second time it has happened.  I don't want to have to set up a new account if this is going to be a regular occurrence.

Please let me know how you solved this issue?

Many thanks

Simon

[JamesC]

stagden330,

Are you able to view your cameras from a device on a different network? Such as a mobile device on 3g/4g.

JamesC

[BaHa]

Hi arlo team,

I just purchased your product also at best buy. Easy to install and im loving the product. I dont want to return the product but my wife is having the same issue as everyone posting in this thread. She's having these issues on her apple iphone 6S and her ipad. But my phone is working fine, which im using an samsung s6 edge plus. Please help with any recommendations.

[JamesC]

BaHa,

What iOS version is she running on the iphone 6S and ipad, also what model is the ipad? Please make sure the iOS is up to date and consider reinstalling the Arlo app.

JamesC

[BaHa]

Hi JamesC,

Thanks for replying so quick. She's running iOS 9.2.1 on her cell phone. Her ipad is older which I don't have around me right now. But that ipad is having the same issue. What other options do I have to fix this issue quick, I have a few more days to return product only, and I really don't want too.

BaHa

[JamesC]

BaHa,

Is your wife using her own account to log in through the grant access feature or is she logging in to the primary account? Is the error message intermittent or do you always see this when using the iphone/ipad?

JamesC

[BaHa]

JamesC,

She is logging in through grant access. I granted her and my dad access. My dads is working fine and doesnt have a problem.(samsung note 3) The problem is intermittent for her. At first it would stay logged on but after 2-3 days now it just wont even load the image now.

I updated her iphone and reinstalled the arlo app as well. But the problem still persist.

[JamesC]

BaHa,

Does she see the same behavior if she logs in on the primary account (not the shared account)?

JamesC

[BaHa]

We havent try that way. I'll try it tonight. So she would need to register on her own? But still able to access the grant access i gave her?

I'll try it. But i dont see how that will help since my dads phone doesnt have an issue.

[JamesC]

BaHa,

No, she wouldn't need to register on her own. Try logging in to the primary account (the one you use to log in, not the one created from grant access) on her phone to see if you see the same error message. This will help us isolate if the problem is with the phone seeing the base station correctly or with the shared account.

You could also try deleting her from grant access and sharing again.

JamesC

[jclinto]

Was this ever resolved, I have the exact same problem?

[JamesC]

jclinto,

Consider rebooting your base station (using the on-off button). Allow the power and internet LED to turn solid green and try again. Do you still see the same behavior?

JamesC