Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Apprentice

Help!!

My cameras keep going offline. I'm using the most recent firmware on the cameras and the base. If they cameras go offline, I click restart base in the app. Once it comes back up the cameras work again. Full wifi and battery's. What is going on?
Thanks
Message 1 of 15
Guru

Re: Help!!

The cameras are wifi, so normal or other strong wifi signals can interfere with the connection...

 

But if it is dropping out consistantly, then I also might look someplace else like a heat related problem in the base or connection to the router.

 

Maybe it's a good time to work thru the problem with Netgear via a trouble ticket and see if they can help... as they can access your base logs maybe to possible pinpoint your problem.

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Morse is faster than texting!
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Message 2 of 15
RX Guide
Guide

Re: Help!!

@mountaindewbass:

 

How is everything connected?  Is the base station connected directly to your router?

You may also try to isolate the problem by having the cameras and the base station be set up in one room for the meantime.  Then gradually, deploy each camera at a certain distance one-at-a-time and check if each camera is still online. 

 

As per TomMac has mentioned, you may contact Netgear Support at anytime so that they could assist you with your concern: http://support.netgear.com/general/contact/#tab-call

Message 3 of 15
Apprentice

Re: Help!!

Hello,

yes the base station is directly connected to the router. Listening to other converstaions i thought it may be the router..so i replaced that as well. Now the cameras are going offline every 15 minutes or so and i have to restart the base to get them to come back up.

I submitted a ticket with Netgear before i posted the first time. It has been less then helpful to this point.  Im thinking i either have a bad base or to many wifi devices going that is causing it to have a hiccup...hopefully its the base...otherwise ill have to return the unit.

Thanks,

tyler

Message 4 of 15
RX Guide
Guide

Re: Help!!

@mountaindewbass

 

Is your base station near to a wireless router/access point?  Is it near a power supply unit as well?  If both yes, then try to deploy the base station far enough from a wireless router/access point or power supply unit.

 

Is the base station located at the basement then the cameras are deployed just upstairs after basement? (I asked this because there are users whom their routers are located in the basement so probably the base station is also deployed at the basement then the cameras are placed upstairs) 

 

 

Message 5 of 15
Apprentice

Re: Help!!

Im not sure how far I would have to move it to get it to work..but its not in a basement and its right next to the router.  I have been up and running for almost a whole day with out going offline..so thats good.  Im also working with tier 3 agents which are located in the US i believe.  SO hopefully we will figure it out.

Unfortunately last night my car was broken into...no camera over the driveway(problem has been rectified) Here's to hoping they come back for more stuff out of my car..if so i will have pics and videos to post Smiley Happy

Tyler

Message 6 of 15
Guru

Re: Help!!

My base is within 5 feet of my wifi router.... I don't see that as a problem.

The base during startup if close to the wifi router will setup itself on the same channel so not to have confilcts with it... if farther away , then Arlo may set itself up on a differnt channel.

 

Something is wrong with the connect to take them off line on a reg basis... either bad base, bad router, bad connection ip conflict...etc.

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Morse is faster than texting!
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Message 7 of 15
Tutor

Re: Help!!

Are you in a home, apartment, condo, townhouse? How many wireless networks are in your area? If there's a lot of wireless traffic in your area then yes it could be easily knocked out. Being next to your router could interfere with the signal as well. Having it right next to it could absolutely effect it. As could baby monitors, microwaves, wifi extenders and so on. If you don't have a lot of wireless networks near you, grad a long Ethernet cable and move it temporarily to see if it helps. Anything from 10' to 25' should make a difference. 

Message 8 of 15
Apprentice

Re: Help!!

Having ugly ethernet running throughout my house defeats the purpose of Arlo anyway.  If i wanted wires running everywhere i would of gone with a wired security camera system.  The base station is right next to the router, and yes im in an area that has lots of wifi signals.  If this is a problem then i doubt Netgear, a router company, makes a good product.

Message 9 of 15
Tutor

Re: Help!!

The wire suggestion was just an attempt to help trouble shoot, not a permanent solution. If it was a wifi issue then there's other steps that could be taken beyond a wire running thru your house. Its called basic trouble shooting, sorry if the idea offended you.
Message 10 of 15
Apprentice

Re: Help!!

Sure. im trying out your advice..although its only like 5 feet from the base. We shall see what happens.  IM also using the included ethernet cable where before i was using an old cable that has been in storage for a few year..maybe with the powers combined it'll work.

I was told i would hear from TIer 3 Specialist yesterday..no call. So im in limbo with that.

Message 11 of 15
Guru

Re: Help!!


Draygen wrote:

Being next to your router could interfere with the signal as well. Having it right next to it could absolutely effect it.


My base station is mere inches from my router.  No problems.

Message 12 of 15
Tutor

Re: Help!!

Being right next to each other rarely is an issue correct. But to me it does sound like a wifi issue. In my experience these are the issues I've run into while installing wifi equipment at work.
- routers next to each other, exp wireless router next to a modem/wifi router combo. If they're on the same channel then yes it's an issue. Usually moving it between 3 - 6 feet is more then sufficient.
- is the equipment near hvac ducts of a fuse panel? If so try moving it
- try turning off or unplugging other wireless equipment in the area. Exp baby monitors, wireless phones, microwaves, anything that connects via Wifi, game systems and such, see if that makes a difference. I realize some of these aren't wifi related but yes I've seen them cause issues.

Other wifi traffic in the area could def impact the signal, if you're only seeing a few networks in your area 3-5 then probably not an issue. However I've run into situations that there are easily 30+ networks and even tho signal looks fine equipment won't stay connected. I haven't seen a setting for changing the channel but if you get ahold of support you may ask them to try it.
Just my 2 cents
Message 13 of 15
Guide

Re: Help!!

Car got broken into 3 months ago so purchased 3 Arlo cameras. Car gets broken into last night not one Arlo camera detected this or picked up a recording. This morning working. Fuming is not the word when you most need them they don't work.
Message 14 of 15
Community Manager

Re: Help!!

Speaks,
 

I also replied to this in another thread.


Are you using a schedule? Are the cameras using the "Armed" mode at night?
 
JamesC

Message 15 of 15