SmartThings showing device offline

[animenerd]

Anyone else having issues with SmartThings the last couple days? I've tried unlinking & relinking my Arlo account and restarting everything and it still won't work. It's able to view the camera stream but when I try to turn the camera off or on it's marked as offline, going through the diagnostics brings it back online but still won't let me turn it off or on. I saw SmartThings had a partial outage but it's been resolved

[ShayneS]

@animenerd 

Is this appearing offline on the ST app and Arlo app?

[animenerd]

It works fine in the Arlo app, it's just the ST app where it appears offline

[ShayneS]

@animenerd 

Can you provide a screenshot for me. 

[animenerd]

When I first link my account the on/off button at the top is enabled, when I press that button it then goes into this offline mode. If I go through the "Go to diagnostics" button flow it comes back online until I press the on/off button again

[animenerd]

I just tried removing & re-adding a camera to the Arlo app and then re-linking the account in SmartThings but it still doesn't work. Maybe it's something specific to my setup: Essential Indoor Camera 1st Gen with a SmartHub.

Weird that it was working before, maybe there was a update recently?

[ShayneS]

Can you provide a screenshot of the screen with messaging or any error messages during the process.

[animenerd]

There's no message, it just goes into the offline mode as shown in the screenshot I had posted earlier

[ShayneS]

@animenerd  There was an AWS outage a few days ago that affected some services, for some reason I couldn't see any photos, I see it now. Let me look in to this further and I will report back as soon as possible. 

[ShayneS]

@animenerd 

Which version of the Arlo app are you using an what's the version of OS on your iOS device?

Also, can you provide the version of the SmartThings app?

Thanks

[animenerd]

Arlo app 6.5.2_6050402

SmartThings app 1.8.37.23

Android 16

Noticed the Arlo app version was released the day I started having issues, do you have a APK of the older version so I can downgrade the app to see if that fixes it?

[ShayneS]

Is this occurring on android and iOS? I see the screenshot is an iOS device.

[animenerd]

? The screenshot is Android

[ShayneS]

@animenerd 

Apologies, I just checked my android device as well, I didn't realize how close the resemblance is now with the notification bar info, almost identical. I don't have any options to downgrade, and I can't suggest that unfortunately. I did provide this info and The team is investigating this and I will provide more info as soon as possible. 

[ShayneS]

The Arlo development team is currently investigating reports of this behavior. We will provide an update as soon as we have more information to share with the community.

[ShayneS · Accepted solution]

@animenerd 

I was informed there has been an update on the backend, can you check again and let me know how it goes. You may need to re-link your account to SmartThings, but you can test before you attempt that.

Thanks 

[animenerd]

It works 🎉 Thanks a lot for your help

[ShayneS]

Thanks for the update, glad it's up and running now.