topic Base Station cannot connect to internet. Have Arris surfboard router and have ports 80,443,123 open. in Arlo Pro 2

Base Station cannot connect to internet. Have Arris surfboard router and have ports 80,443,123 open.

jessica8 — Mon, 06 Apr 2020 21:03:40 GMT

cannot get my base station to connect to the internet. I have an Arris surfboard router and confirmed ports 80, 443, 123 are open. I have a brand new base station and my router is working. The power light is amber but the internet will not connect and there is no light. Ive seen it blink green periodically, but then the light will disappear. help! Ive troubleshooted everything in the knowledge base and what I could find in the community. Any ideas why it will not connect.

Re: base station will not connect

steve_t — Sat, 04 Apr 2020 22:26:00 GMT

Power light is amber is normally due to not "claiming the base station" which tends to be adding cameras before adding the base station. Probably easiest to hold the reset button in with a paperclip for about 10 seconds til it resets. Wait for it to power up again. Go into the app and add the base station first. Then go through the process of sync'ing the cameras.

Re: base station will not connect

jguerdat — Sun, 05 Apr 2020 14:08:16 GMT

Oops - the power LED being amber has nothing to do with the base not being claimed. That's the Camera LED that will show amber. If the power LED is anything but green, there's a bigger problem which could be eihter the base or power supply. Trying a reset likely won't help but doesn't hurt to try. If it remains amber, swap at the store or use the Contact Support link at the bottom here.

Re: base station will not connect

jessica8 — Sun, 05 Apr 2020 15:07:26 GMT

Ok- I don't have any cameras connected. This is a brand new base station sent to me by Arlo as my previous one wasn't working.

Re: base station will not connect

jessica8 — Sun, 05 Apr 2020 15:09:12 GMT

Ok- so you likely think it is a defective base station and needs to be replaced?. My previous base station wasn't working and this is the replacement Arlo sent me. This is the second one they sent me and both were doing the same thing.

Re: base station will not connect

steve_t — Mon, 06 Apr 2020 00:08:31 GMT

Oh shoot. Sorry. Getting my LEDs mixed up. Hope it's sorted soon