Arlo app reporting cameras offline

[Adewale]

My arlo app has been showing my wire free arlo cameras and base station as offline since July 1st!!!! I have restarted the base station many times and confirmed the network works. All the lights on the base station are green

[jguerdat]

Are you getting any videos recorded?  Is this on the app or web?  Have you tried the other?

[Adewale]

no videos recording...same offline error on the app and web interface

[Adewale]

An update, i have noticed that the cameras are recording motion detection videos to the cloud and these show up in the app library

[gljohn0]

I have the same issue as of the past hour.  My Samsung S6 updated the Arlo app and now it shows all of my cameras offline.  I check on the internet and all the cameras function as intended and record video.  It's solely the app that is telling me the cameras are offline.  System is a few weeks old and the batteries are still full.

[gljohn0]

Figured it out.  I checked settings on my app and the "My Devices" section had a red triangle indicating that the firmware needed updating.  I tried to have it update, but the update failed (error).  I proceeded to opt to restart the base station via the app.  That solved the problem--I presume the restart updated the firmware as well since the red triangle is no longer there.  Hope that helps.

[JamesC]

Adewale,

Consider a factory reset of your base station.

1. Log in to your Arlo account and remove all devices from Settings > My Devices.

2. Factory reset your base station by pressing and holding the reset button until all LEDs flash amber.

3. Allow the base station to come back online with a solid power and internet LED.

4. Log in to your Arlo account and click "Add Device", follow the on screen prompts.

Please let me know if you continue having issues after a factory reset.

JamesC

[gljohn0]

Back to the drawing board.  So after restarting the base station from the app last evening, the system worked.  Today, the same old thing.  I try updating the firmware from 1.7.5_6178 and it says "error triggering base station update."  The entire Arlo setup works on the computer.  It's only the app that shows devices offline.  All my cameras are mounted.  Are you telling me that I need to remove it all to reset the base station, then sync them back???

[gljohn0]

My situation keeps getting better & better. Here's the summary: Arlo online (laptop) AND my IOS devices work perfectly fine. It's only the Android App that keeps saying "Your Device is Offline" when it isn't. Motion, recorded video, and notifications all work perfectly fine IF it's from the online or IOS (iPad or iPhone). Android app updated last night, so I'm pretty sure that I've isolated it down to the Android app alone. All four cameras show offline on Android and the battery & internet strengths are high.

[jguerdat]

Creating trouble tickets will be a better way of resolving this.

[dw_arlo]

Exactly my situation. My iPad and desktop apps are working fine. The android app updated and falsely says the cameras are offline. I have opened a ticket for it already but no answers yet besides try restarting and reinstalling the app...which did not fix anything.

[gljohn0]

The restart is more of a bandaid--sometimes it works (reverts within one day) and sometimes it doesn't (no change).  I spoke with Customer Support and they have escalated the issue.  I should hear back within 2 days. 

All of the issue appears to be with the Android app.  We tried everything from using cellular signal, wifi only signal, restarting the phone, uninstalling & reinstalling the app, etc.  Nothing has worked and the base station on the Android app shows that it needs an update when it has the latest firmware version--no update needed on the apple devices.  Nonetheless, as soon as the Android Arlo app updated, the issue presented itself.  Luckily, all is working as usual on the Apple Devices & online.  Hope they get the app fixed soon.

[dw_arlo]

Yes, in addition to the camera offline issue, I also have the false 'update' the base station message in the android app. My android phone is a nexus 5.

[gljohn0]

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dw_arlo wrote:

Yes, in addition to the camera offline issue, I also have the false 'update' the base station message in the android app. My android phone is a nexus 5.

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I have a Samsung S6

[dw_arlo]

Nexus 5 and Android 6.0.1

[Plaw]

I have exact same problem-my Android says all cameras offline, hubby's iPhone works fine! Any ideas? I've tried the whole reset thing-didn't work.

[Adewale]

how do i create a trouble ticket?!!!

[jguerdat]

See the hard to miss Support link at the top here? Click it and then Contact Support on the right side.

[Emsky]

I´m having the same problems. My Netgear and the 2 Cameras are displaying offline but both Cameras are still sending detected motion per e mail. I am using iPhone 6.

[JamesC]

Emsky,

Do you see the same behavior when using the web client?

JamesC

[gljohn0]

Received updated Arlo software (2.1.2_13737) last night and the Android app now works flawlessly. 

[gljohn0]

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JamesC wrote:

Emsky,

Do you see the same behavior when using the web client?

JamesC

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Received updated Arlo software (2.1.2_13737) last night and the Android app now works flawlessly. 

[JamesC]

gljohn0,

Thank you for the feedback.

For those involved in this thread experiencing issues, Android update 2.1.2 has been released for the Arlo mobile app. Please download the update and let me know if you continue to experience any issues.

Thank you,

JamesC