Introduction
Having your Arlo base station or SmartHub go offline can be frustrating especially when security is on the line. Whether you have a Base Station or SmartHub setup, this article will walk you through why this issue happens, how to diagnose it, and steps to fix it. Don’t forget: if you get stuck, call +1–872–777–1190 for dedicated support.
Why is my Arlo Base Station or SmartHub showing “offline”?
When you open the Arlo app and see that the Base Station or SmartHub is offline (even though the LED lights look fine), it’s usually due to one of several common issues:
- Ethernet or internet connection fault: The Internet LED may show amber or blinking yellow when the hub isn’t connected properly to your router.
- Power adapter or outlet issue: If the hub isn’t receiving proper power or is connected to a switched outlet or surge protector, it may show offline status.
- Network changes or router/mesh node conflicts: If you’ve changed routers, Wi-Fi settings, used an extender/mesh node, or activated a VPN, that can disrupt the connection.
- Firmware or account-sync glitches: Many users report that the hub shows all lights green but the app still says “offline” because the device is un-claimed or requires re-registration.
Step-by-Step Troubleshooting
Here’s a structured process to follow. If you prefer, after following this, you can call +1–872–777–1190 for direct help.
1. Check the LED status
- If the Internet LED is solid amber or blinking amber, it indicates a connection problem.
- If the Internet LED is blue or green, the hub believes it is online, so the issue may be app/registration related.
- If no LEDs are lit, it’s likely a power or cable issue.
2. Check the Ethernet (LAN) cable
- Unplug both ends of the Ethernet cable, check the cable for damage (frays, kinks).
- Try replacing the Ethernet cable with a known-good one. Ensure it is plugged into your router (not a switch or extender) and your hub.
- On your router, check that the port has active LEDs indicating data transfer.
3. Check power and outlet
- Unplug the power adapter from the hub and outlet. Wait ~30 seconds. Plug it back in.
- Ensure the hub is plugged into a direct wall outlet, not a switched outlet, power strip, or surge protector (which can cause issues).
- Inspect the power adapter’s cable for damage; replace if necessary.
4. Eliminate extender/mesh node complications
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If your hub is connected via a Wi-Fi extender or mesh node instead of directly to the router, that can cause intermittent offline issues. Move the hub to connect directly to the router via Ethernet.
5. Reboot router and hub
- Power off your router, wait ~1 minute, then power it back on.
- After the router is fully up, unplug the hub’s power adapter, wait ~30 seconds, and plug it back in.
- Wait a couple of minutes to see if the Internet LED turns solid blue/green.
6. Remove & re-add the hub (if registration glitch suspected)
- In the Arlo app or via my.arlo.com, go to Settings → My Devices → select your Base Station/SmartHub → Remove Device.
- Then re-add the device: use Add Device → Base Station/SmartHub, following prompts. Sync your cameras again.
- In many community cases, this fixed the “all lights green but offline” paradox.
7. Factory reset (last resort)
- If none of the above work, perform a factory reset of the Base Station/SmartHub. Note: this will erase all paired cameras and settings; you will need to set up from scratch.
- After reset, plug in Ethernet and power, wait for green Internet LED, then use the app to add device and pair cameras.
Pro Tips & Prevention
- Assign a static IP (or DHCP reservation) to your Base Station on your router. Some users found this reduces connectivity issues.
- Avoid connecting via Wi-Fi extenders or mesh nodes for the Base Station — direct connection gives more stability.
- Keep firmware updated for both hub and cameras. New releases can fix offline issues.
- Place the hub near your router, with minimal obstacles, and avoid placing it behind other electronics or inside a cabinet.
- If your site experiences frequent power outages, consider a UPS (uninterruptible power supply) for your router + hub, so the connection remains stable.
- If you changed your network (SSID, password, router brand) recently, re-configure the hub and cameras accordingly.
When You Should Call +1–872–777–1190
If you’ve tried steps 1–7 and your Base Station or SmartHub is still showing offline, or if your cameras continue to drop connection intermittently, call +1–872–777–1190. Be ready to provide:
- The model of your Base Station/SmartHub
- What the LED lights show (Power, Internet, Camera LEDs)
- What troubleshooting steps you’ve already tried
- Your router model and whether there are mesh/extenders in the setup
The support team will guide you through advanced checks (such as router port conflicts, VPN interference, firmware rollback) and if needed, escalate to warranty repair or replacement.
Summary
In summary: an “offline” status for your Arlo Base Station or SmartHub is most commonly caused by a cable or power issue, network changes, registration glitches, or the device needing reset. By walking through the steps above—checking LED indicators, verifying cabling and power, removing any extenders, rebooting devices, and possibly removing and re-adding the smarthub—you can resolve most issues. If all else fails, call +1–872–777–1190 for expert assistance.
Ensuring your smarthub stays reliably connected protects not only your cameras and recordings, but your peace of mind. Stay secure!
