If your Jade Security / Arlo Camera is offline, follow these troubleshooting steps:

  1. If your Arlo camera or device was working before and now it is offline, follow these troubleshooting steps:
    • Is your Arlo device connected to the correct Wi-Fi network? 
    • Is your router connected to the internet? 
      • Wi-Fi router: If your router isn’t connected to the internet, you can try unplugging your router, waiting 30 seconds, and plugging it back in. If your router still does not connect to the internet, please call our Wi-Fi Wizards at 719-589-5140
    • Is there Wi-Fi signal interference? 
      • Environments with multiple Wi-Fi networks, Wi-Fi devices, or frequencies can cause signal interference. If possible, minimize the number of networks, Wi-Fi devices, and transmitted frequencies in the area where you place your camera.
    • Is your Arlo device receiving power? 
      • If your Arlo device uses a battery, make sure the battery is charged (and properly inserted, if the battery is removeable). The Arlo app lets you know if your battery is low.
      • If your Arlo device is plugged in to an electrical outlet or solar panel charger, make sure that the connections are secure and that the outlet or solar panel is receiving power. We recommend that you use only Arlo cable accessories that are compatible with your Arlo product. Avoid using third-party charging cables.
    • Turn your Arlo device off and on: 
      • If your Arlo device uses a removeable battery, remove the battery for ten seconds, then reinsert the battery.  If you are using a wired device, unplug the power for ten seconds, then plug the device back in.
      • If you can’t turn off your device, go to the next troubleshooting step.
    • Is your camera too hot or too cold? 
    • Check Arlo service status. 
      • Check Arlo’s status at status.arlo.com to stay up to date with our latest service updates.
    • Perform a factory reset on your device. 
      • If you tried all the above options, and the Arlo app still shows that your device is offline, remove your device from the Arlo app and factory reset it. Then reinstall the device.
      • For help factory resetting your device, visit How do I factory reset my Arlo camera?.