Arlo cammeras 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.

[Joeb912]

Same issue here. Base station model VMB3010 shows offline in Google Home app. All software and firmware is up to date. Cameras are viewable in the Home app, just not the base station. The only reason I care is that I can't use Google Assistant to arm and disarm the cameras. 

[kdubinwa]

Same problem here accessing Arlo devices from Google Home app.  4 ultra cameras (H10s)  base station (VMB5000r5), 1 video doorbell (AVD4001) and a door bell chime (Chime 2) were automatically linked.  Base station shows offline.  All cameras fail to display any image or settings from within Google Home app.  No new  updates available.

[BrookeN]

We are still currently working toward a solution on this behavior. I will update the community as soon as possible. 

[BrookeN]

Can anyone that is still seeing tis same behavior provide the following information:

Was the Google Home app installed on an iOS device

Can you please send screenshots when the cameras are showing offline

What is the version of the Google Home App
 

Thank you,

Brooke N. 

[jj52999]

Hi BrookeN,

I'm the original person for this post, I've provided all these details at the very beginning but, see my comments below.

• Was the Google Home app installed on an iOS device
  • Yes it was. It was installed on an iPhone Xs Max. Device is running iOS 16.6.1
• Can you please send screenshots when the cameras are showing offline
  • See images attached for the base station and both cameras
• What is the version of the Google Home App
  • Version I have is 3.26.103. I also checked for updates and nothing available.

Please let me know if there's anything else needed.

[BrookeN]

Thank you for providing that, I will be in touch soon. 

[Joeb912]

Was the Google Home app installed on an iOS device

No

Can you please send screenshots when the cameras are showing offline

 

What is the version of the Google Home App

3.26.1.3

[Etchay]

Was the Google Home app installed on an iOS device

NO – Android / Samsung Galaxy S21Ultra

Can you please send screenshots when the cameras are showing offline

My offline Camera returned a few weeks ago, but the Arlo Base Station remains showing offline.

 

What is the version of the Google Home App

Version 3.26.1.3

[BrookeN]

We are currently looking into this. Thank you so much for all the information that was provided. I will be in touch soon. 

[BrookeN]

Are you still seeing this same behavior?

[Nikoh]

For me, it seems to work now. 

In both Arlo and Google-app:

Base station is online

VMB3010r2

Version 1.21.0.3_1545_2417bfb

Cameras are online

H7/H11

Version 1.5.295

Google home iOS app:

Version 3.29.103

Arlo iOS app:

Version 5.5.2 (9042)

[Joeb912]

Yes. 

I hadn't checked in a while, I did after receiving this message. 

The only difference I see is that the base station shows online in the Google Home app. 

Maybe it's a Google issue, or my base station needs to be upgraded, it's an old model. 

[Etchay]

Ditto here.  

Base Station and all Cameras now show correct status in Google Home.

[jj52999]

Hi @BrookeN,

Thank you for getting back regarding the issue. I do want to confirm that I'm now able to see the correct status of the cameras in the Google Home app as well as live feed of them.

Will there ever be option added to make changes to the cameras such as turn them on or off? or see the notification for when movement is captured?

Appreciated,

BR,

Juan

[BrookeN]

@jj52999 hello and sorry for my late response. Those features would be more on the Google side then the Arlo side. You would need to reach out to Google and see if they plan on having those as features.