Connections form Arlo not permanently online

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Aspirant

Connections form Arlo not permanently online

Dear Support,

since I installed the f-secure sense, my Arlo camera systems is not permanently online anymore.

Every 2-3 minutes it goes offline. 

Without Sense, the system works without problems.

Same with my alarm system.

 

 

47 REPLIES 47
Former F-Secure Employee

Re: Connections form Arlo not permanently online

Hi,

 

Thank you for the report and apologies for your trouble. Can you elaborate which exact Arlo devices and alarm system are you referring to? We will see if we can acquire these devices and reproduce the issue.

 

We would also need a bit more information about your network:

 

1) What is your ISP and the make/model of the router in front of SENSE and the type of your connection (dsl, cable, fiber..)?

2) What device you used to set up sense (phone model/ OS version etc.)

3) How is SENSE connected to the internet (over cable / wifi, through another router or directly to the wall?)

 

To narrow down the problem:

* What security features are enabled on SENSE and does turning off any / all protection settings make a difference in this scenario?

* If SENSE is the first router connected to the internet (set the other one in front of it to bridge mode), does the issue go away? (if your connection requires PPPoE auth this won't be possible yet as SENSE doesn't have the necessary configurations available, but they are on our coming feature list)

 

Best Regards:

Simo / SENSE QA Lead

Aspirant

Re: Connections form Arlo not permanently online

Thanks for your direct attention.

 

regarding your questions:

 

Netgear Arlo (Standard Cameras)

Smanos L020  Security device

 

 


1) What is your ISP and the make/model of the router in front of SENSE and the type of your connection (dsl, cable, fiber..)?

- T-Online, T-Systems Hybrid Router, DSL/LTE
2) What device you used to set up sense (phone model/ OS version etc.)

- iphone 7, 10.3.3
3) How is SENSE connected to the internet (over cable / wifi, through another router or directly to the wall?)

- Connection over cable through T-Systems Hybrid Router

To narrow down the problem:
* What security features are enabled on SENSE and does turning off any / all protection settings make a difference in this scenario?

- I have disabled every feature. Only this Setting Krepps the Arlo Router online.
* If SENSE is the first router connected to the internet (set the other one in front of it to bridge mode), does the issue go away? (if your connection requires PPPoE auth this won't be possible yet as SENSE doesn't have the necessary configurations available, but they are on our coming feature list)

- this is actually not possible because of the restricted Features of Sense

 

Former F-Secure Employee

Re: Connections form Arlo not permanently online

Thanks for your information. If disabling protection services makes the cameras work, this is an interesting piece of information. Let's troubleshoot a bit more.

 

* Do you get any block events from the Anlo cameras when browsing protection is enabled (if some URL is blocked, it shows as a block event in the events list)?

* Does the security camera tracking counter increase if the tracking protection is enabled (visible in the device details view)?

 

Is there any combination of enabled protection features where the cameras would stay online (like bp enabled, tracking disabled) or does it require turning off the master switch of protection features? i.e. if you leave the protection services master switch enabled, but turn off browsing and tracking protection, does the camera still fail to stay online?

 

Thanks for your effort!

Simo / SENSE QA Lead

Scholar

Re: Connections form Arlo not permanently online

I'm having similar problems with Arlo products.  What makes troubleshooting easier is that both Arlo base station with wire free cameras and Arlo Q standalone camera (connected directly to Sense) seems to suffer simultaneous connection problems. So therefore it’s not Wi-Fi problem as the base station is connected to Sense with Ethernet cable. Both Arlo products worked normally with different router.

 

There is some kind of interval that connection is lost. I use 1000mb Telia fiber (Espoo, Finland) connection so it shouldn’t be issue with speed.

Former F-Secure Employee

Re: Connections form Arlo not permanently online

Thank you for reporting the issue. We will look into obtaining some of these devices and see if we can reproduce the problem.

 

The fact that turning off the security services helps is some hint to what may be going on, but we need to reproduce the problem. This may take some time, so please bear with us.

 

@Tero_1, is your SENSE connected directly to the wall with ethernet without intermediate routers?

Scholar

Re: Connections form Arlo not permanently online

@FS_Simo my SENSE is connected direcly to the wall.

 

If you are located in Helsinki office, it's a fast 1,5km walk to Verkkokauppa.com to get set of Arlo cameras. Smiley Wink

 

 

Aspirant

Re: Connections form Arlo not permanently online

* Do you get any block events from the Anlo cameras when browsing protection is enabled (if some URL is blocked, it shows as a block event in the events list)?

- no Blocker events


* Does the security camera tracking counter increase if the tracking protection is enabled (visible in the device details view)?

- no

Is there any combination of enabled protection features where the cameras would stay online (like bp enabled, tracking disabled) or does it require turning off the master switch of protection features? i.e. if you leave the protection services master switch enabled, but turn off browsing and tracking protection, does the camera still fail to stay online?

 

-yes, any combination Runs into temporary offline situation

Former F-Secure Employee

Re: Connections form Arlo not permanently online

Thanks for the additional information.

I've ordered the Netgear Arlo camera system, hopefully we'll get it soon and we can replicate the problem.

Former F-Secure Employee

Re: Connections form Arlo not permanently online

I've now tested the Netgear Arlo (model VMS3330-100EUS with 3 cameras).

* F-Secure SENSE running production firmware (p-1.2.11.744) / setup using iOS
* SENSE connected with ethernet cable through a consumer cable connection
* Arlo basestation connected to the SENSE lan-port
* Arlo app on iPad Mini 3

Here are my findings:

1) Initial out of the box setup got stuck with an Internet connectivity issue (_possibly_ related to what was reported), so I turned off SENSE security features and that allowed the the setup to finish.
2) Installed the available firmware update for the Arlo basestation
3) Synced the Cameras with the basestation
4) There were firmware updates for the cameras, I installed them all

I set the subscription to "basic" (free)

I am able to succesfully stream live video from the cameras to the iPad Arlo app even with all security features enabled, both in LAN and through the internet.I have ~10 or so various other devices also in the SENSE network, but they don't seem to have any specific impact on this scenario. My SENSE device is running otherwise "default" settings and there are no port forwarding rules.

It appears that I am at the moment unable to reproduce the reported issue at least with the latest Arlo device firmware. Could you please verify that you are running the latest firmware on your Arlo devices. Have you made any changes in the SENSE network configuration or is it running "defaults"?

Maybe some more information about your network layout / configuration is also needed to troubleshoot this further.

 

It's also possible that when Arlo was moved from the old network there is some internal settings stored which interfere with the operation in the SENSE network, perhaps resetting the Arlo system could be tried and installing it exclusively in the SENSE network. Soft-resetting SENSE and installing it from scratch (using the same SSID / password) could also be worth a try just to rule out a glitch on our side that happens only when the system runs for a longer time.

 

Thanks for your patience

Best Regards:
Simo / SENSE QA Lead