Base Unit Offline - All lights are green

[KarenB]

Baseunit has been offline since last Thursday. Tried all the usual, factory reset checking internet, reinstalling/syncing, different Ethernet cables still nothing. 

All lights on the front of the base unit are green. Don’t know what to try next. Can anyone help?

[jguerdat]

If all LEDs are green, it would seem to be an app or browser issue. What are you using and have you tried the other?

When you factory reset, how did you do it? Were you able to claim the base and sync the cameras successfully? If you can do all that, there should be no reason you can't manipulate the system.  Guess we need more details, with error messages, devices used, OS version, etc.

[KarenB]

Tried using app on both iPhone and ipad both show base unit as off line.  When trying to view the cameras app just displays the following error

your base station is offline.  Check it is powered on and connected to the internet. 

As all the lights are green it would appear that both of those things are ok.

cameras will sync but then won’t display in app. I have  tried reinstalling app but still nothing. 

[jguerdat]

Are you getting recordings? Have you tried a computer browser to see if that is different?

[KarenB]

No, its not recording any video.  Just tried on laptop running windows 8 and base unit is still showing as offline

[jguerdat · Accepted solution]

You can open a case with support here to see if they can check logs for information. Otherwise, the fastest thing to try is to reset the system and start fresh. Remove all devices in Settings, My Devices. Press the reset button on the base until the LEDs flash amber. Use the Add Device button on the Devices tab to claim the base. Sync the cameras. Verify that firmware is up to date.