topic Re: Can’t get support help in Arlo Pro

Base station shows connected but when I sign in to my account, it says "Add New Device"

Circles25 — Fri, 14 Oct 2022 18:28:12 GMT

My system, in US, is over a year old so not “entitled” to live help, and I don’t have a subscription. I was willing to purchase one but when I hit purchase button on Arlo’s website, nothing happens. Base station shows connected to internet but when I sign in to my account only screen I get says Add New Device. When I go through that, it ends up as No Arlo Devices Found. How can I get back on-line if I don’t know where the problem is, and no live person at Arlo is willing to help? Can’t get help because I don’t have subscription, but can’t get subscription at Arlo.con because purchase link doesn’t launch. I’m being run in circles

Re: Can’t get support help

StephenB — Fri, 14 Oct 2022 18:27:56 GMT

@Circles25 wrote:

Base station shows connected to internet but when I sign in to my account only screen I get says Add New Device.

What model camera and base?

If you aren't sure, open the camera and remove the battery, and you should find a label. Look for a VMBxxxx label on the base.

Re: Can’t get support help

Circles25 — Sat, 15 Oct 2022 18:54:31 GMT

The only model No. on battery says A-1B

The box that my cameras and base station came in says Arlo Pro 3 wire free HD Security cameras VMS 4330-100NAS.

Thank you

Re: Can’t get support help

Circles25 — Sat, 15 Oct 2022 19:01:21 GMT

That is:

Arlo Pro,

3 Wire-Free HD Security Cameras VMS 4330

(not Arlo Pro 3)

Re: Can’t get support help

Dannybear — Sat, 15 Oct 2022 19:51:34 GMT

Look at the bottom of the arlo base station unit for a label starting with the letters VMB to get the model number.

Re: Can’t get support help

Dannybear — Sat, 15 Oct 2022 19:56:10 GMT

Open the camera battery compartment, remove the battery and look for the label starting with the letters VMC to get the model number.

Re: Can’t get support help

Circles25 — Sat, 15 Oct 2022 21:04:45 GMT

VMB 4000

Re: Can’t get support help

Circles25 — Sat, 15 Oct 2022 21:20:44 GMT

Sorry, I was looking at label on the battery itself, not inside compartment

Battery box says VMC 4030

Base says VMB 4000

Re: Can’t get support help

Dannybear — Sat, 15 Oct 2022 22:50:36 GMT

What mobile app are you using to purchase a subscription, iOS platform devices will not work so you would need to use a pc web browser to login and purchase via the settings manage subscription page.

Can you tell us what the Base station LEDs are showing?

Re: Can’t get support help

Circles25 — Sun, 16 Oct 2022 13:15:41 GMT

I am using Iphone7, have not used pc since my husband passed in 2018.
Security cameras went off line Weds 10/12. I did hit the reset button on back of base station and that is when problem began. The lights on the base station are solid green for power; solid green for internet connection; Amber for cameras. I have tried syncing the cameras, the blue lights come on for 10 seconds, then the sync fails.

when I sign in to my Arlo account, I cannot get to devices page, just Add Nee Device, which indicates does not recognize device, even though power and internet connection are working.

Re: Can’t get support help

Dannybear — Mon, 17 Oct 2022 01:24:18 GMT

The base station LEDs status you describe indicates that the base station has been factory reset and is waiting to be claimed by the account.

To claim (Add) the Base station the mobile device with the arlo app installed needs to be connected to the same network that the base station is connected to.

With the mobile device this can be achieved via the local wifi in your router. I.e. the phone needs to be on wifi. connected and not set to use cellular data.

Using the pc is the easiest method if you have one as it can directly Ethernet connect to your router.

Re: Can’t get support help

Circles25 — Mon, 17 Oct 2022 20:03:00 GMT

I know I did not use PC to originally connect to Arlo, I just used my phone. Setting up PC is not an option. Thank you for trying to help, but it’s ridiculous Arlo won’t stand behind their product and with their customers; to make us do multiple messages back & forth, over several days, rather than (hopefully) one phone call to straighten this out. And when I upgrade my phone, I’m guessing I’ll have to go through it all over. I now have $500 of worthless Arlo equipment, and will have to start over with “that other company”.

Re: Can’t get support help

Dannybear — Mon, 17 Oct 2022 21:00:45 GMT

One option is to get access to a friends pc and purchase a subscription by logging into your account, settings / subscription / manage subscription.

Once you have a subscription linked to your camera, go to settings / support / your camera to see the support entitlements and see the phone number button.

Re: Base station shows connected but when I sign in to my account, it says "Add New Device"

ShayneS — Wed, 19 Oct 2022 17:30:55 GMT

HI @Circles25

I have a member from my support team that will reach out to you to resolve this. Can you PM me with the best time/number with time zone to reach you and I will let him know ASAP.

Thanks

Re: Base station shows connected but when I sign in to my account, it says "Add New Device"

Circles25 — Wed, 19 Oct 2022 18:02:07 GMT

Sorry, How do I send a PM to you?

Re: Base station shows connected but when I sign in to my account, it says "Add New Device&

Circles25 — Wed, 19 Oct 2022 18:18:22 GMT

Disregard, sent PM to ShayneS

Re: Base station shows connected but when I sign in to my account, it says "Add New Device&

ShayneS — Wed, 19 Oct 2022 20:17:07 GMT

Looks like the issue has been resolved, please let us know if you need any further assistance : )

Re: Base station shows connected but when I sign in to my account, it says "Add New Device&

Circles25 — Thu, 20 Oct 2022 12:04:49 GMT

Thank you all for your time & patience 😊

Re: Base station shows connected but when I sign in to my account, it says "Add New Device"

Wiskas50 — Tue, 25 Oct 2022 15:03:13 GMT

Same exact issue is happening today for us. How to resolve?

Re: Base station shows connected but when I sign in to my account, it says "Add New Device&

Vpen69 — Tue, 25 Oct 2022 15:07:12 GMT

I’m having the same issue. No devices are found and the station has all 3 lights illuminated in green. I get notifications but nothing is viewable