topic Re: Ultra Smarthub not responding in Partner Integrations

Ultra Smarthub not responding

AngeliquevC — Wed, 01 Jul 2026 19:21:28 GMT

Non of my connected Ultra camera’s are working anymore or not producing anything. I tried to restart my smarthub (VMB5000r6), but it looks like it doesn’t restart at all since nothing changes. I checked for the latest firmware which is the case. I also uninstall and reinstalled the iOS app, no result. I am remote so not at home, so what else’s can I do or can Arlo remotely reset it via a token after I provide then with my serial nr.

hoping to receive a reply

Re: Ultra Smarthub not responding

ShayneS — Wed, 01 Jul 2026 22:28:17 GMT

HI @AngeliquevC

Are you having an issue with Your devices being displayed in HomeKit because I see you have your base station and cameras currently online.

Re: Ultra Smarthub not responding

AngeliquevC — Thu, 02 Jul 2026 08:33:40 GMT

I don’t see any camera activity in HomeKit (message for each camera shown is “no response”) while via the Arlo app it seems to me that I have a stuck image of many days ago. When I clicked on a camera, nothing happens and no live view appears.

Re: Ultra Smarthub not responding

ShayneS — Thu, 02 Jul 2026 18:47:12 GMT

@AngeliquevC

I reset your HomeKit token, can you remove your hub from the homekit app and re-add it

Re: Ultra Smarthub not responding

AngeliquevC — Thu, 02 Jul 2026 20:47:31 GMT

Since I am not at home, I can remove the hub from the app but I can’t install it unless I am near the HomePod hub.

but are you sure that there is not a problem with the Arlo hub?

Re: Ultra Smarthub not responding

ShayneS — Fri, 03 Jul 2026 00:20:59 GMT

I see your base station reporting online, If the issue is strictly within the HomeKit app e.g you can't see the cameras or they're appearing offline, you can try removing your base station within the Home app and re-add it in the Arlo app. If you're able to live stream through the Arlo app, your devices etc, there should be an issue with the base itself.

Here's an article with more information on adding it to HomeKit: https://kb.arlo.com/000063184/How-do-I-connect-my-Arlo-device-to-Apple-Home-Arlo-Secure-4-0

If I'm not understanding the symptom correctly, please try to clarify exactly what is occurring so I can better assist.

Re: Ultra Smarthub not responding

AngeliquevC — Fri, 03 Jul 2026 17:51:55 GMT

Ok, let’s forget the Apple HomeKit for now and let me concentrate only on the Arlo app, Arlo camera’s and Arlo hub.

When I open the Arlo app, go to devices, I see all my camera’s and the hub. Most of the camera’s show an image of 22d back. When I click in the middle of the image, it shows Connecting, but within a couple a seconds it stops and nothing has changed. So the image still shows 22d old.

When this happened in the past, I remotely restarted the Arlo hub. When, in the past I did this, I was asked to confirm, and when this was successfully, the message “restart” disappears. Now, this does not happen and nothing happens in my humble opinion with the camera’s.

Does this makes sense?

To be it looks like that the Arlo hub is in a kind of loop. I did remove/deleted the Arlo app already

and reinstalled it, but without success.

Re: Ultra Smarthub not responding

AngeliquevC — Fri, 03 Jul 2026 17:56:44 GMT

Here some screenshots when I click under the Arlo app “devices”, and select or refresh the image. I wrote this before but here how it does look like or actually, there’s after the refresh no change of the camera image. It stays the old xdays back.

Re: Ultra Smarthub not responding

ShayneS — Mon, 06 Jul 2026 23:11:21 GMT

@AngeliquevC

For trouble shooting purposes, are you back at the devices location to perform a manual reboot?

Re: Ultra Smarthub not responding

AngeliquevC — Tue, 07 Jul 2026 19:45:06 GMT

Hi,

no, I am still abroad. I understand that to perform other steps, I need to be near the Arlo hardware?

Re: Ultra Smarthub not responding

ShayneS — Wed, 08 Jul 2026 19:23:04 GMT

For this yes, that is Correct.

Re: Ultra Smarthub not responding

AngeliquevC — Thu, 09 Jul 2026 16:23:07 GMT

Ok. Then we need to wait. Can we leave this issue open or will it be closed and when I am back home, I fill a new complaint?

Re: Ultra Smarthub not responding

ShayneS — Fri, 10 Jul 2026 19:38:26 GMT

This thread will remain open. I'll be here to further assist once you return.

Re: Ultra Smarthub not responding

AngeliquevC — Sun, 12 Jul 2026 19:40:16 GMT

Roger that.

I’ll report when we are back home. Thanks right now for the service so far