topic Re: Arlo pro will not connect to base station in Arlo Pro

Arlo Pro Will Not Connect To Base Station

jatkins3 — Tue, 11 Sep 2018 16:36:52 GMT

Hi,

I am having problems connecting my new Arlo Pro 1 camera to my Arlo Pro base station. I follow all the steps.

1) Press sync button on base station.
2) Press sync button on camera.
The sync light on the base station flashes green.
The blue light blinks slowly on the camera but never switches to fast flashing blue and then just flashes amber quickly after ~3mins.

Before anyone asks, all the lights are correctly on the base station. Power is solid green, internet is solid green (flashes for data).

I have followed all recommended troubleshooting articles on this website including:
1) Reset the whole system and start from scratch - sync base station, sync cameras 1 by 1 - the only camera that wont sync is the new Arlo Pro
2) I have removed the battery from the camera and reinserted
3) I have recharged the camera overnight to ensure power was sufficient
4) I have attempted to sync the camera with the power cord connected
5) I have tried to sync the camera as close as being on top of the route to 6 inches away to 3 feet away - the light still blinks blue slowly with no fast flashing

In my opinion based on what i have read this is a defective camera.

Thanks in advance for your help

Re: Arlo pro will not connect to base station

brh — Thu, 23 Aug 2018 01:18:50 GMT

@jatkins3

Sounds like a defective camera to me. You appear to have done everything I would have done.

Brian

Re: Arlo pro will not connect to base station

jguerdat — Thu, 23 Aug 2018 13:17:30 GMT

The only thing not mentioned is the need to only briefly press the base sync button. 2 seconds may be too long. I usually press for less than a second.

Re: Arlo pro will not connect to base station

jatkins3 — Thu, 23 Aug 2018 21:15:13 GMT

@brhThanks, yes I read all the threads on similar problems and followed all the steps - is there a way for Netgear to send me a new unit if i return the defective unit?

Re: Arlo pro will not connect to base station

jatkins3 — Thu, 23 Aug 2018 21:16:08 GMT

@jguerdat I also pressed the button for 3 seconds and just pressed it quickly to test all methods mentioned - the blue light remains blinking without flashing quickly to indicate connection

Re: Arlo pro will not connect to base station

ShayneS — Thu, 23 Aug 2018 22:44:56 GMT

@jatkins3 wrote:

@brhThanks, yes I read all the threads on similar problems and followed all the steps - is there a way for Netgear to send me a new unit if i return the defective unit?

Hi jatkins,

Here is the the link for you to further contact support regarding the issue.- Support

Re: Arlo pro will not connect to base station

jatkins3 — Tue, 28 Aug 2018 12:28:05 GMT

@ShayneS

Thank you for replying ShayneS but the link you posted only provides 4 options
1) Knowledge base which I have tried all options
2) Community help (which I am trying now)
3) Live chat - which for some reason refuses to load up on any of my computers in my house
4) US phone call - I am based in HK

Is there any email address or direct message that i can use to troubleshoot this case as it is still not working

Thanks

Re: Arlo pro will not connect to base station

jguerdat — Tue, 28 Aug 2018 12:48:08 GMT

No email but you can use the pull-down menu for phone support to get a phone number closer to you.

Re: Arlo pro will not connect to base station

JamesC — Tue, 28 Aug 2018 20:07:42 GMT

jatkins3,

I will reach out to you in a private message with further assistance.

JamesC

Re: Arlo pro will not connect to base station

Edgar_Guam — Tue, 11 Sep 2018 01:34:19 GMT

I am having problems connecting my Arlo Pro camera to my Arlo Pro base station. It used to be connected and disconnected on its own. Tried to reconnect it by following all the steps.

1) Press sync button on base station.
2) Press sync button on camera.
The sync light on the base station flashes green.
The blue light blinks slowly on the camera but never switches to fast flashing blue and then just flashes amber quickly after ~3mins.

Before anyone asks, all the lights are correctly on the base station. Power is solid green, internet is solid green (flashes for data).

I have followed all recommended troubleshooting articles on this website including:
1) Reset the whole system and start from scratch - sync base station, sync cameras 1 by 1 - the only camera that wont sync is the new Arlo Pro
2) I have removed the battery from the camera and reinserted
3) I have recharged the camera overnight to ensure power was sufficient
4) I have attempted to sync the camera with the power cord connected
5) I have tried to sync the camera as close as being on top of the route to 6 inches away to 3 feet away - the light still blinks blue slowly with no fast flashing

Re: Arlo pro will not connect to base station

Edgar_Guam — Tue, 11 Sep 2018 01:35:52 GMT

Model is VMB4000r3
I copied the text up cause it’s the same problem I have.

Re: Arlo pro will not connect to base station

ShayneS — Tue, 11 Sep 2018 16:35:32 GMT

Hi Edgar_Guam,

Just to double check, you have verified and tried all the steps above?

Re: Arlo pro will not connect to base station

Edgar_Guam — Wed, 12 Sep 2018 12:52:05 GMT

Yes, I did

Re: Arlo pro will not connect to base station

jguerdat — Wed, 12 Sep 2018 14:10:02 GMT

Swap at the store or open a case with support here for a possible RMA.