Offline via Firefox, online via Opera, online via android???

[ursdiego]

Hi!

When I try to access my cameras through "arlo.netgear.com" over Firefox on Windows, it checks the status for a while and then returs, that the base station is disconnected from the internet.

Yesterday, it still used to work throug Firefox...

I have checked the solution suggested here:

https://community.netgear.com/t5/Troubleshooting/Web-Portal-Base-Station-Offline-But-I-can-stream-fr...

This is updating Flash and making sure its enabled. However, this did not resolve the issue.

Anyway, when I access my base station through the Android-app, or even through the Opera-Browser on the same computer, I can see the cameras, record, watch life, change settings, everything works.

Both, my windows-computer and my android-phone are connected to the same router, which is a mobile 3g-to-wlan -interface.

Does anyone has an explanation and a solution to this?

Thanks and best regards!

[jguerdat]

Can't say why but logging out and back in works for me.

[HeatherABC]

Funny... I just posted the same thing. Only my issue with offline with Safari online with Chrome on a Mac 🙂

[RegDawg]

I'm still having issues viewing my camera's online. Shows my base is offline but the android app works fine.

[KristynM]

HeatherABC and RegDawg,

In addition to the troubleshooting that you have tried, let us see about doing the following:

1. Check your antivirus and/or firewall to see if it is blocking access to Arlo
2. Ensure that port 80 and 443 are open.
3. Clear the browser cache (process may vary on browser used)
4. Ensure that the latest version of Adobe Flash Player is installed and/or enabled in your browser..
5. The upload speed of your Internet connection should be at least 1Mbps
6. Try accessing your Arlo account on a different network such as a work network if your system is setup at home
7. When accessing the Arlo Mobile App, try to access while on Wi-Fi and then on your cellular data to see if there is any different behaviors.

In order to test and try to replicate what you are experiencing on my end, kindly provide the following information:

1. What is the browser and browser version that you are using? (Chrome, Internet Explorer, etc.)
2. What Operating System are you using?
3. Who is your Internet Service Provider?

I'm looking forward to your response.

[RegDawg]

---

KristynM wrote:

HeatherABC and RegDawg,

In addition to the troubleshooting that you have tried, let us see about doing the following:

1. Check your antivirus and/or firewall to see if it is blocking access to Arlo
2. Ensure that port 80 and 443 are open.
3. Clear the browser cache (process may vary on browser used)
4. Ensure that the latest version of Adobe Flash Player is installed and/or enabled in your browser..
5. The upload speed of your Internet connection should be at least 1Mbps
6. Try accessing your Arlo account on a different network such as a work network if your system is setup at home
7. When accessing the Arlo Mobile App, try to access while on Wi-Fi and then on your cellular data to see if there is any different behaviors.

In order to test and try to replicate what you are experiencing on my end, kindly provide the following information:

1. What is the browser and browser version that you are using? (Chrome, Internet Explorer, etc.)
2. What Operating System are you using?
3. Who is your Internet Service Provider?

I'm looking forward to your response.

---

Well a couple weeks ago, I had no issues within my home network and my work network. Since then I've been having this issue. As far as the mobile app, both on wifi and cellular data work fine. Both at home at work I've tried the most current version of IE, Firefox, and Chrome and nothing seems to work. I'm using Windows 7 at work and Windows 10 at home. I believe our work ISP is AT&T and my home ISP is Xfinity. The upload speed is above 1mbps.

[ursdiego]

Hi Kristyn

Thanks for this.

However, I have not had the chance to try again from the network I was using it. It was actually a 3G network, accessed through a 3G-to-WiFi-Router, that otherwise worked quite well, fast and responsive for whatever internet use. Now I am back home, and I have no issues accessing through Firefox.

Firewall etc. do not seem to be the problem, as I can access now (same browser, same setup on the same laptop of course).

It probably was an issue with the upload speed that you mentionned.

However, imho, this Arlo is *exactly* the kind of gear, that should be very tolerant to variable network qualities. As its suppost to work when travaelling. Mainly, when travelling... Where accessing through mobile networks of different standards is not at all exotic or rare.

Therefore, dear Kristyn, please forward this to the feature requests department for future firmware/server/etc. versions: Arlo just *must* work on weak networks on the client side, to make any sense for people who are travelling!

Even if live streaming is not possible, it shoud at least be possible to access the base station and e.g. see a snapshot.

If the broswer sais, the base station is offline, this is a very scary scenario: If it was true, it would mean, that somebody disconnected it... may be after breaking into the home... That was my first thought, before I started troubleshooting with other browsers. I was on vacation with just one network and no other one to choose from.

Not everybody has several apps and browsers to try them all, and the "offline" message would certainly scare many of those of your customers, for whom Arlo" is specifically designed: Those, who want an easy solution that just works, without the need of further technical know-how.

So, the fact, that the base station is reported "offline", as if someone had disconnected it, just because the client's browser is on a weak internet connection, is really a huge bug, imo, and this may be very annoying for your customers.

Thanks for taking care of this.

Best reards, Urs

[Jeremyk01]

My Chrome's Flash is up to date. Arlo's domain was added as a trusted domain. Same issue. Could Arlo have some browser compatibiilty issues? Does Arlo reccomend a browser for viewing cameras on a Desktop?

[jguerdat]

Chrome, IE, Firefox and Safari are all supported browsers.  There does seem to be some issue with browsers lately that seem to be Flash-related but others have reported that changing some security settings have helped.  Does the app on a mobile device work for you?

[Jeremyk01]

Yes, the mobile instance of the app works 100% on my iPhone 5. It seems to be isolated to Chrome.

[RegDawg]

---

jguerdat wrote:

Chrome, IE, Firefox and Safari are all supported browsers.  There does seem to be some issue with browsers lately that seem to be Flash-related but others have reported that changing some security settings have helped.  Does the app on a mobile device work for you?

---

Can someone post what security settings they needed to modify? One day it works, then the next the issue. Just odd. 

[ursdiego]

What I find particulary disturbing ist the fact, that the base station is reported "offline". This is really not necessary, even if live streaming etc. should not be possible for one reason or another. The Netgear - Arlo server "knows", that the base station is online, no matter what Browser is used on the client side. Reporting "offline" is simply a wrong and potentially scary information, for nothing. It should report "online, but streaming is impossible" (or similar).

[JamesC]

ursdiego,

The Arlo team is currently investigating this issue. We appreciate your patience in this process and apologize for any inconvenience or frustration it may have caused. We have found that clearing your browser cache and logging back in will generally fix the issue. Also consider making sure you have the latest version of Adobe Flash Player installed and enabled. We have also found that the error can sometimes be the result of virus protection software. Again, we apologize for any frustration that has resulted from this and will continue to investigate the issue!

Thank you!

JamesC

[RegDawg]

Is there any status update on this from the investigation team???

Has anyone tried maybe deactivating the box and reactivating it? I dunno if that would do anything. I was going to attempt but not sure what will happen.

[RegDawg]

Also wanted to add...while I get the Offline issue at work...at home I no longer get the Offline issue but am getting a green screen when I try to view a live feed.