topic Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any! in Arlo Pro

Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Sat, 15 Jun 2019 02:56:13 GMT

I originally bought an arlo pro system with 2 cameras. I liked it so much I added a 3rd camera. Then I added a solar panel for my hard to reach camera. Then I added a 4th camera. I added a chime to alert me when a camera detected a person at night and I upgraded my subscription so I could get alerts for person, vehicle, etc. So far NO problems. I bought a 5th camera last week. Could NOT get this camera to sync no matter what I did. I restarted, swapped batteries, everything listed in the forums except resetting the base. After a week of messing with it, I decided to reset the base and everything and see if it would help before returning the camera. After resetting it, I added the base back to my account with no issue but I can not add anything else. No camera or my chime. Tried repeatedly. I even saw a post where someone had an issue with his router not playing nice during setup. Since I got a new router since my last camera setup, I put my old router online and tried to add everything back. Nothing. I even tried on a VPN. Nothing. I'm out of ideas. Could it be a bad base? It's out of warranty and I'd hate to spend the money if this isn't it. Anyone have this issue? Thanks for any help!

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

jguerdat — Sat, 15 Jun 2019 12:45:59 GMT

Since you tried a reset, let's do the full Monty. Remove all devices from Settings, My Devices (if any). Hold the base reset button until the LEDs flash amber. Let the base reboot to 2 green LEDs. Use the Add Device selection on the Devices tab to claim the base normally. Sync the cameras, being sure to only briefly press the base sync button - don't hold it for 2 seconds. Update firmware as you go if prompted.

Any better?

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Sat, 15 Jun 2019 13:53:26 GMT

Thanks for the reply. I did do what you mentioned before I posted. Actually after removing each device, I ended up hitting the base reset button a couple of times with no luck. They only thing left is two cameras up high that I haven't pulled down to try to resync.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Sat, 15 Jun 2019 14:25:25 GMT

Repeated everything this morning. Reset and tried to add each device back. The only thing that I can add back is the base. The chime and each camera just flash until the sync fails and it times out. The cameras quickly flast amber after a minute or so and the chime turns a solid amber. No luck.

Also just realized this would have been my 6th camera. Already had 5 running with no troubles. Starting to regret buying it last week now.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Sun, 16 Jun 2019 01:26:44 GMT

After messing wirh this repeatedly the entire day, I'm beginning to believe the base is bad. My wifi analyzer shows it has a signal, but nothing still syncs. Maybe Ill order a new base. Can't think of anything else.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

jguerdat — Sun, 16 Jun 2019 10:28:58 GMT

If still within warranty, open a case with support:

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

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Wed, 19 Jun 2019 11:10:48 GMT

new base arrived today. Same behavior when adding cameras. Support tried to eliminate network issues and tried tried to sync offline. I then went to a friend's house and could not sync there either.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

jguerdat — Wed, 19 Jun 2019 13:27:41 GMT

Ok, let's refresh where you are. Are all devices removed from Settings, My Devices? Are you able to successfully claim the base (has to be done first before syncing cameras)? What are the LEDs on the base showing?

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Wed, 19 Jun 2019 16:05:56 GMT

Both the old base and the new base have been tried. Currently the new base is connected. No devices are added to the account but the new base. The power and the internet light are solid green. There were no issues adding the new base or the old base.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Wed, 19 Jun 2019 16:36:39 GMT

Here's a recap of everything tried:

I've had no troubles with ARLO PRO, ever. I bought a new camera nad couldn't get it to sync. Tried all normal steps and failed. Then removed each device, reset the base station and tried to add everything back. I can add and remove a base back with no problems, but that's all I can do.

1. Tried to sync several different cameras and an arlo chime with the App, without app and via webrowser on my PC.

2. Tried to sync cameras with network off in an isolated room

3. Swapped batteries around and even tried to sync with a camera plugged into wall

4. Tried to reduce other wifi signals causing issue. Powered down anything with a signal (wifi remotes, google home devices).

5. Moved wifi channel farther away from neighbors

6. Tried it using a VPN

7. Tried changing DNS servers

8. Changed 3 month old router out to older router and set network back to way it was last time a camera was sync'd.

9. Decided it had to be a bad base station. Bought one from amazon and repeated all of the above steps.

10. Took to a friends house and tried on his network.

11. Tried different patch cables

12. Tried the old base again

a) I pay for 'Smart Premier'. Shows I have 0 of 10 cameras connected.

b) Light behavior: Each time, no matter the situation, Solid Green power and Internet Light. Camera flashes blue until it fails, then rapid amber.

c) When I sync, I hit the button on the base quickly and as soon as the camera light flashes green i hit the sync button on the camera and then wait for it to fail.

d) I use spectrum and have >500mbps down and 20mbps up.

COULD THIS BE AN ACCOUNT ISSUE?? I am at a loss!

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Wed, 19 Jun 2019 17:13:02 GMT

@jguerdat Was looking at my app again. Even though the base station is the only device on my account, it shows my previous 5 cameras under the 'arlo smart' settings. If i try to 'manage arlo smart' to remove or change anything here, it says 'device not active'. Could arlo smart settings be causing issues with the account in some way?

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

jguerdat — Wed, 19 Jun 2019 17:38:49 GMT

It would be weird but I suppose. When I remove devices for a reset, I always remove the cameras first and then the base. If you reversed the order, I suppose the backend thinks your cameras are already synced. If that's the case, you have done all the things you can and it's time to open a case to see if the cameras can be removed from your account. https://www.arlo.com/en-us/support/contact.aspx

About the only other thing to try would be to use a brand new account with a second email address.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Wed, 19 Jun 2019 17:49:09 GMT

I did remove the base and did not remove the cameras first. Even if that's a possibility, it still doesn't explain why I can't sync the brand new camera. I've got a ticket with support now, reporting the same info there, but have had no response for a while. Would it cause more of an issue if I created a new account and see if the base and new camera works there?

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

jguerdat — Wed, 19 Jun 2019 17:51:59 GMT

I think that's a very reasonable thing to try.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Wed, 19 Jun 2019 22:38:51 GMT

Made a new account. Chime nor any of the cameras would sync. This makes no sense.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

ShayneS — Wed, 19 Jun 2019 22:49:43 GMT

Hi @BradGalloway

It looks like Customer Support sent an email today 6/19/19. Did you happen to receive this in your spam/junk folder? I have attached the inquiry below.

You may contact customer support anytime with questions/updates with you case number (40932711).

"Hi Brad,

Good Day!

This is Amer from Arlo Team. Please reply to this email about the updates of your problem with the cameras that are not
syncing to the base station.

Thank you for choosing Arlo. Have a great day!

Regards,
Amer
Arlo L1 Expert"

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Wed, 19 Jun 2019 22:57:33 GMT

Yes. I received the email and have replied to it many times today with no further response.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

ShayneS — Wed, 19 Jun 2019 23:16:23 GMT

@BradGalloway

Have you tried to call and provide the case number to support? I will escalate this for you as well.

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Wed, 19 Jun 2019 23:54:50 GMT

ive been chatting with different agents on the website off and on. Havent called anyone yet. Actually chatting with another agent right now...

Re: Reset Arlo Pro Base since I couldn't add my 5th camera. Now can't add any!

BradGalloway — Thu, 20 Jun 2019 00:55:29 GMT

Thanks for checking. They agent I was just chatting with escalated the case. I'll see what happens.