topic my arlo account via smartphone and all cameras are gone in Arlo Pro

my arlo account via smartphone and all cameras are gone

MRgadget77 — Tue, 16 Jan 2018 19:31:15 GMT

Just log in t my arlo account via smartphone and all cameras are gone. Tried the web browser still the same. Anybody having the same issue?

Re: my arlo account via smartphone and all cameras are gone

JamesC — Tue, 16 Jan 2018 19:41:02 GMT

MRgadget77,

Log into your account and navigate to Settings > My Devices. Do you see any devices listed there? What is the LED behavior on your base station?

JamesC

Re: my arlo account via smartphone and all cameras are gone

MRgadget77 — Tue, 16 Jan 2018 19:50:52 GMT

I did that too, went to see my devices and it's all gone. I'm away from home at the moment. was checking my camera that's why I noticed it was all gone

Re: my arlo account via smartphone and all cameras are gone

MRgadget77 — Tue, 16 Jan 2018 19:54:57 GMT

There's even no option to restart base under the setting, weird

Re: my arlo account via smartphone and all cameras are gone

MRgadget77 — Tue, 16 Jan 2018 20:20:31 GMT

Thanks for looking into this issue. For now I'll try to set up the whole system again from the start

Re: my arlo account via smartphone and all cameras are gone

jguerdat — Wed, 17 Jan 2018 01:10:17 GMT

To do so, press the reset button on the base until the LEDs flash amber. Claim the base normally and the sync the cameras.

Re: my arlo account via smartphone and all cameras are gone

ChristineT — Wed, 17 Jan 2018 06:38:35 GMT

Hello Arlo Community,

We are currently investigating a report from a small handful of users where their cameras are no longer appearing in the Arlo portal. We have confirmed that reclaiming the Arlo Base Station and resyncing the camera(s) resolves this issue. If you run into any issues with adding the base station back to your existing Arlo account we recommend a factory reset and try again. For more information on how to factory reset the Arlo base station please visit: How can I reset my Arlo base station to the default values?

After performing a factory reset on the Base Station, make sure the Power LED and Internet LEDs are solid green
If first two LEDs are not solid green and need assistance troubleshooting please visit:https://kb.arlo.com/996/My-Arlo-base-station-is-offline-how-can-I-troubleshoot-it
Once the Base Station is online, log into your Arlo account
Click Add Device and follow the on screen instructions
Sync the camera(s) to the Base Station. For instruction on how to sync your camera(s) please visit: https://kb.arlo.com/987/How-do-I-set-up-and-sync-my-Arlo-Wire-Free-cameras
Your Arlo system should now be up and running with the ability to live stream, arm and record as expected
You may need to recreate any custom modes and rules that you previously created. For more information about modes and rules please visit: https://kb.arlo.com/1019331/How-do-I-create-a-mode-with-different-rules-for-each-Arlo-Wire-Free-or-A...

We sincerely apologize for any inconvenience this has caused.

Best Regards,

ChristineT