Arlo cameras appear as offline in the Google Home app

[jj52999]

Hello,

Wondering if anyone's encountered this. I added my Arlo cameras (2) along with the Base Station (1) to the Google Home App. While the apps work just fine in the Arlo app, that's not the case in the Google Home app. One camera appears "offline", the other camera is "online" but doesn't show video and the base station also appears "offline".

I've tried many suggestions from the knowledge base and the community but doesn't make a difference. I've unlink and re-link Arlo, renaming the cameras, adding them one at a time, adding them in different order but nothing.

Hope for some shed of light from someone here.

Thanks.

[BrookeN]

Can you check to make sure all the software/firmware is up to date?

[jj52999]

Hello,

Yes, I have checked that the cameras and the base station are up-to-date. Furthermore, it also says "No updates available".

Also, the software (app) is the latest.

BR,

Juan

[BrookeN]

Can you please provide the following information:

1. The version of the Google Home Hub

2. The version of the Google Home app(screenshot of the Arlo cameras showing in the Google Home app)

3. If there are other devices working with Google Home Hub?

[jj52999]

Hello,

Here's the information requested.

1. The version of the Google Home Hub

• I don't have a Google Home Hub.

2. The version of the Google Home app(screenshot of the Arlo cameras showing in the Google Home app)

• Google Home app version 3.23.102
• I checked the App store and there are no updates for it
  • I've included images from the Arlo app showing the cameras active
  • I've included images from the Google Home app showing the cameras added but the base station and camera1 are offline and camera 2 seems online
  • Finally, I've added images after selecting the cameras in the Google Home app and as you'll see in the images, one is just a black images, the other says that it's offline and to retry and the base station just shows info. 

3. If there are other devices working with Google Home Hub?

• I don't have a Google Home Hub.

[Etchay]

I have exactly the same issues as you and have had them for months.  All base station firmware is up to date as well as all associated apps.  My Arlo and SmartThings has no problems seeing all the base station and cameras as online.  Did you receive an answer from Arlo Support?

[-Soul]

I'm having this exact same issue as well, did you ever get a response? 

I have 8 Pro 3 cameras. However the Arlo base station and 1 camera show as offline in Google Home app. Tried removing and re adding in Google app still no luck. 

[BrookeN]

I have the development team currently investigating this behavior. I will reach out as soon as there is an update. 

[jj52999]

Looking forward to it as things haven't changed

BR,

Juan

[jj52999]

Hi Soul,

As you may see in the posts, nothing to solve the issue but hopefully as they said, they're looking into it.

BR,

Juan

[BrookeN]

Can you check the status of just the cameras not the basestations and let me know if you now see the cameras online?

[-Soul]

I appreciate you looking into this for us, thank you.

In the Google Home app, the 1 camera (Pro 3) says it is offline. (The base station also says offline). My other 7 cameras (all Pro 3) are online.

In the Arlo Secure app all 8 cameras are online, as well as the base station.

I hope this answers your question, if there are any more I can help answer please let me know. 

[jj52999]

Hi BrookeN,

As you can see in the images I shared, 1 camera shows as if it was online but when selected, it's just a black screen. The other camera is offline and when selected, it says offline.... nothing has changed from that time.

Please let me know if you need me to change anything else

BR,

Juan

[BrookeN]

@-Soul can you dm me the serial number of the camera that is offline please. You send a dm by clicking on the envelope icon on the top right of the forum page.

@jj52999 thank you for that information, I have passed it on. 

[-Soul]

Thank you, just sent the DM.

[Etchay]

Any suggestions?  I've tried everything I can think of myself.

[BrookeN]

I do not have any updates at this time. I will reach out to the community as soon as I do. 

[Nikoh]

Having almost identical issues here as well. Can’t stream cameras in google home app, but works in Arlo app. My cameras shows online in both apps, but base station shows as offline in google home - while online in Arlo app. All my apps and devices is updated to latest fw available

[clownin72]

Came here hoping for answers but looks like we're all in the same boat.

[BrookeN]

Are you still seeing this behavior?

[Etchay]

I am still seeing this...

 

 

[Etchay]

Just in the Google Home app... Arlo and SmartThings apps are just fine.

[jj52999]

Hi BrookeN,

I'm the original poster and yes, I'm still having this issue. Any updates?

BR,

Juan

[-Soul]

Hi, yes still same issue, there has been no change on my end. Cameras are all working fine in the Arlo app. In the google home app, the one camera is still offline.

[BrookeN]

The development team was able to reproduce the issue as described and is continuing to work toward a solution. As soon as we have more information available, we'll post an update.