How to troubleshoot Arlo SmartHub or Base Station is offline

Authored by: Support.com Tech Pro Team

1. Introduction

This guide will help you on how to troubleshoot Arlo SmartHub or Base Station is offline

2. SmartHub or Base Station is offline

1. Check the light indicator in the middle of your SmartHub or Base Station.  

If the internet LED is solid amber or blinking amber (), there’s a problem with your connection. If the internet LED is blue or green, the Base Station is online. If there’s no LED lit at all, skip to step 3 to troubleshoot power

2. Check the Ethernet (LAN) cable connection

1. Unplug both ends of the Ethernet cable. Inspect the entire length of the cable to make sure it’s not damaged, frayed, or torn.  
2. Try another Ethernet cable to see if that restores your internet connection.  
3. Reinsert the Ethernet cable, and check that it is securely connected to your Base Station and your router.  
4. After connecting your Ethernet cable, ensure that the lights on your WiFi router are on. If the router’s lights are off, skip to step 4

3. Check the power adapter

1. Unplug both ends of the power adapter. Inspect the entire length of the cord to make sure it’s not damaged, frayed, or torn.  
2. Plug the power adapter back in and reinsert it into your Base Station. Make sure that the adapter is securely connected to the back of your Base Station and plugged into an outlet. 
3. Make sure the Base Station isn’t plugged into an outlet with a switch.  
4. If needed, try a different power outlet. 
5. If using a surge protector or power strip, try connecting directly to the wall. 
6. If the internet LED is blue or green, your internet connection is restored. If the internet LED on your Base Station is amber (), continue troubleshooting. If no LEDs on your Base Station are lit, contact Arlo Support

4. Test your Ethernet cable on another device

1. Try to connect to the internet from another device (like a laptop computer) that is connected directly to your router with the Ethernet cable. Make sure you can browse the internet from this device. 
2. If you can browse the internet from the device, continue troubleshooting. 
3. If you cannot browse the internet from the device, you need to restore your router's connection to the internet. For help with this, contact your internet service provider or the WiFi router’s manufacturer

5. Power cycle your Base Station or SmartHub

1. Try turning your Base Station on and off to reset it:
2. Plug in both your Ethernet cable and the power adapter to the Base Station.
3. Unplug the power adapter from the wall outlet, wait 30 seconds, and reconnect it to the outlet. The Base Station takes one to two minutes to start.
4. If the internet LED is still amber () after startup, continue troubleshooting. If the internet LED is blue or green, the connection is restored

6. Perform a factory reset on your Base Station or SmartHub

Try a factory reset to resolve internet connection problems

 A factory reset deletes all cameras connected to your Base Station or SmartHub from your Arlo account. You will need to set up your Arlo system again

 7. Check your WiFi network information and login credentials

If you made updates to your network recently, like changing your WiFi password or switching ISPs, you’ll need to connect your Arlo products to the new network

8. Check peripheral devices

If your SmartHub or Base Station is connected to a WiFi extender, switch, powerline adapter, or mesh WiFi node, make sure the device is online. If needed, try connecting your SmartHub directly to the WiFi router to see if the connection is more stable

9. Check VPN settings

Ensure that your WiFi router is not using a VPN. If necessary, try disabling your VPN