Connectivity issues after a power and/or an Internet outage
Follow the steps if your issue concerns your camera or base station/SmartHub not coming back online after a power or Internet outage:
1. Stable Internet connection and power
Firstly, please ensure that your Internet connection is working and is stable. Ensure also that your modem router and base station/SmartHub are switched on and that they’re receiving continuous power.
Unplug and reinsert the Ethernet cable to see if that restores your internet connection.
Check the LED on the SmartHub or base station. The LED meaning you will find in the following knowledge base article:
What do the LEDs on my Arlo SmartHub or Base Station mean?
2. Power cycle your modem router
Turn your router off and on. Use the on/off button or unplug the power adapter from the wall outlet, wait 30 seconds, and reconnect it to the outlet. For more information on how to power cycle your router, please refer to your router´s user manual.
Make sure that the device is back online. If the issue persists, go to the next step.
3. Reboot your cameras/base station
Reboot your cameras by removing and reinserting the battery/batteries, if it’s removable. If your camera is cable-powered, please unplug and plug the power supply to the outlet.
To reboot your base station or SmartHub, press the on/off button on the back of the base station or unplug and plug the power adapter back in.
If you did all the steps above and your SmartHub/base station are still offline, go to step 4.
4. Reset your cameras/base station
Remove the device from Arlo account and reset your cameras or base station/SmartHub by following the steps described in these knowledge based articles:
How do I factory reset and re-sync my Arlo camera?
How can I factory reset my Arlo SmartHub or Base Station?
Notice: Removing the SmartHub or base station from the account will also remove all synced cameras. To install the devices again, you need to be at the system location.
If you own a VMC3030, Pro, or Pro 2 camera, you can reset it by removing and reinserting its battery/batteries.
Note: it may be helpful to temporarily disable your 5 GHz Wi-Fi during reinstallation.
If your Arlo device experiences recurring offline events, please check point 5.
5. Wi-Fi channel and static IP address
You can try changing the Wi-Fi channel to a less crowded one in your router’s settings
Arlo base stations and SmartHubs use ports 80, 123, and 443 to maintain a stable connection with the Internet. Please ensure that these virtual ports are forwarded on your modem router. You can also assign a static IP address to your Arlo base station/SmartHub. To do so, locate the device in your router´s web interface (look for your base station/SmartHub) and use the MAC address to assign a static IP. The router will fix it to your desired address.
In case of further assistance needed, please contact your Internet provider, router manufacturer or check your router user manual.