topic Re: Arlo Base showing disconnected with three green lights in Arlo Pro

Arlo Base showing disconnected with three green lights

LA-arlopro — Thu, 17 Aug 2017 20:23:02 GMT

We've had issues for 5 days now. The base is showing as disconnected, but yet I see three green lights and am writing this connected to the Internet. We've powered down, powered up, gathered all the Arlo Pro wireless cameras back in (recharged) and resynced (recharged) and things just haven't improved. Got any ideas as this is just no fun at all.

Re: Arlo Base showing disconnected with three green lights

Streak2 — Thu, 17 Aug 2017 21:55:29 GMT

You have done all of the obvious things.

Next step would be to hit the remove device button of reach camera and then factory reset the base and resync the cameras.

https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-base-station-to-the-default-values

Re: Arlo Base showing disconnected with three green lights

LA-arlopro — Thu, 17 Aug 2017 22:22:04 GMT

Sorry, I failed to mention I did those things but not necessarily in that order.

1. I did the factory reset (paperclip into the back), ran through the series of lights flashing until I got green.

2. Added my base back.

3. Removed all cameras, then added them back and re synced each.

So before I go through this long process again, I would like to clarify if your order is absolutely critical in which case....I will put in the time it takes to do it again.

Re: Arlo Base showing disconnected with three green lights

Streak2 — Thu, 17 Aug 2017 22:40:20 GMT

I doubt changing the order will make a difference.

Have you tried restarting the device/router that the base is wired to?

Are you using an app or the web interface to access Arlo?

Re: Arlo Base showing disconnected with three green lights

LA-arlopro — Thu, 17 Aug 2017 22:47:58 GMT

Glad you asked about restarting the router. I had disconnected the arlo base cable from the router, and also turned off and turned back on the router.

I am using the app.

Go to the web interface instead?

Re: Arlo Base showing disconnected with three green lights

Streak2 — Thu, 17 Aug 2017 23:08:58 GMT

I dont believe it will make a difference but you can try here

https://arlo.netgear.com/#/login

What firmware version is running on the base? Mine is on 1.8.10.1_13433

How old is the system? Still under warranty?

Re: Arlo Base showing disconnected with three green lights

LA-arlopro — Thu, 17 Aug 2017 23:41:55 GMT

The base is still showing as disconnected on the web.

I bought this system in January, 2017. How exactly do you check the firmware of the base when it is showing as disconnected?

Re: Arlo Base showing disconnected with three green lights

Streak2 — Fri, 18 Aug 2017 01:34:11 GMT

You have tried pretty much everything. Looks like the base may have a problem.

See if the store you bought it from will exchange under warranty otherwise open a case with support in the link below.

Re: Arlo Base showing disconnected with three green lights

LA-arlopro — Fri, 18 Aug 2017 08:37:23 GMT

Not really an option to return it to the store I bought it from (Best Buy - online, delivered to my inlaws in the US) as I do not live in the U.S.

So my next step is to open a case. You mentioned a link. There was no link.

Re: Arlo Base showing disconnected with three green lights

jguerdat — Fri, 18 Aug 2017 13:19:50 GMT

Contact Support link at the bottom here.

Re: Arlo Base showing disconnected with three green lights

LA-arlopro — Fri, 18 Aug 2017 13:22:44 GMT

No link, not even in invisible ink because I ran my mouse over the entire reply.

Re: Arlo Base showing disconnected with three green lights

jguerdat — Fri, 18 Aug 2017 13:32:28 GMT

It's not in the reply, it's at the bottom of the page.

https://www.arlo.com/en-us/support/contact.aspx