topic Re: Base station VMB4500 not connecting to internet in Arlo Pro 2

Singapore - Base station not connecting to internet

MKwong123 — Tue, 19 May 2020 21:44:54 GMT

Hi, I have been using my Arlo Pro security camera for close to 10 months. However 2 days ago it lost connection to the ethernet.
I have done the following but the base station is still not connecting and cannot be detected by the app.
1. I have reset my routers IP address
2. I have changed another LAN cable
3. I have reset my base station as well well removed it from my app to restart the pairing process, but it is not working still
4. The base station continue to blink in red light despite my attempts above

Please kindly advise how can I repair my base station and my cameras..appreciate the kind effort.

Re: Base station VMB4500 not connecting to internet

jguerdat — Sat, 02 May 2020 14:11:47 GMT

Assuming you've held the reset button until the LED flashes amber and let it reboot to start trying to claim it again, your next step is likely to use the Contact Support link at the bottom here.

Re: Base station VMB4500 not connecting to internet

KTR — Sun, 03 May 2020 12:07:36 GMT

Having the same issue since a storm in Singapore. All other internet devices reconnected (including both via WiFi and Ethernet) but not Arlo. Have been on chat (both phone and online chat) for the past three days, troubleshooting and base station still won’t connect.

Have done the following: (not particularly in this order)
1. Power-cycled base station (several times including a period of 24 hours)
2. Reset base station (including holding for 10 seconds, and 30 seconds)
3. Turned mobile data off on my phone (as instructed by the Arlo tech support)
4. Changed WiFi channels from 1, to 6, and then 11
5. Removed all devices from my account (1x Arlo Pro2 base station + 2x Arlo Pro cameras + 2x Arlo Pro2 cameras)

Arlo Tech support (via chat) last update was that my ISP may have turned certain ports off (80, 123, and 443). Apparently these need to be ‘open’ for Arlo to work. Spent 3 hours on the phone to both my ISP (StarHub) and Router & Modem maker (Linksys). ISP have said they need tech support to access settings in backend to open ports, and I have to wait 24hours for them to call me back.

So much time wasted, and even if/when it is working again, I’m going to have to set everything up again, including all the different modes.

Extremely frustrating.

Re: Base station VMB4500 not connecting to internet

MKwong123 — Mon, 04 May 2020 03:06:46 GMT

Thanks KTR! what a coincidence - I resides in SG too and Starhub is my ISP provider. I called them up and they directly me to speak to Linksys to reset my router. Spent close to 2 hours fixing it but still no progress at all.

Noted that Starhub may have turned off certain ports (80, 123, and 443), could you kindly keep me posted what is the outcome from Starhub if they get back to you?
Sincerely,
Thanks.

Re: Base station VMB4500 not connecting to internet

StephenB — Mon, 04 May 2020 13:50:50 GMT

@MKwong123 wrote:

Noted that Starhub may have turned off certain ports (80, 123, and 443),

Very unlikely, but there are some other router settings that are more likely.

In particular, see if there is any internet security package enabled in the router. Anything that does DNS filtering can easily prevent the base from reaching the Arlo cloud. You can try changing the DNS server to 8.8.8.8 (Google) or 1.1.1.1 (CloudFlare)

Re: Base station VMB4500 not connecting to internet

KTR — Mon, 04 May 2020 14:07:20 GMT

Thanks Stephen. Already tried that too. Upon checking ports online it appears ISP (StarHub) has these closed (80, 123, and 443). I’m awaiting their tech support to call me back as the people I spoke to today thought I was referring to physical ports i.e. plugs on my router and modem (SMH!). Hoping the tech support from my ISP calls tomorrow and is: a) able to understand what I’m asking, and b) able to re-open the ports. Fingers crossed. Otherwise I will be going back to Arlo support for the 8th time in less than 3 days...

Re: Base station VMB4500 not connecting to internet

KTR — Mon, 04 May 2020 14:09:53 GMT

StarHub called today, and said I would need to speak to another tech support person... they took note of the ports Arlo had mentioned (80, 123, and 443) and said I should expect a call back tomorrow. Will update you hear either way.

Re: Base station VMB4500 not connecting to internet

StephenB — Mon, 04 May 2020 14:25:31 GMT

@KTR wrote:
Thanks Stephen. Already tried that too. Upon checking ports online it appears ISP (StarHub) has these closed (80, 123, and 443).

Port 80 is used for HTTP, and port 443 is used for HTTPS. If you can browse the web w/o a proxy, then these ports are open for outbound connections. And Arlo doesn't need them to be opened for inbound connections.

Port 123 is used for internet time sync. It's harder to check that one if you don't have another appliance that uses it. There are a couple of freeware windows apps you could try to test with - one is here: https://sourceforge.net/projects/nettime/

Any open NTP server will work for testing, just select one from here: https://www.pool.ntp.org/en/

Again, all these ports only need to be open for outbound connections. The usual port checking tools are checking inbound connections.

Re: Base station VMB4500 not connecting to internet

Ucmpd1 — Mon, 04 May 2020 14:57:28 GMT

So my Arlo also lost connection last week from the internet. I have tried everything. I wonder if there was a update or issue on the arlo.

I am able to connect from a different internet connection but the place I originally used the arlo won't connect anymore

Re: Base station VMB4500 not connecting to internet

StephenB — Mon, 04 May 2020 15:10:15 GMT

@Ucmpd1 wrote:

I am able to connect from a different internet connection but the place I originally used the arlo won't connect anymore

Can you clarify this? Do you mean you connected using a different ethernet path to your router? Or do you mean that you connected to a different router (for instance in a different home or business).

Lost Connect to base station

bessy65 — Tue, 05 May 2020 18:05:13 GMT

Hi. I have lost connection with the base station. Tried resetting the hub deleting app and loads of things? Any ideas

Re: Connect to base station

StephenB — Mon, 04 May 2020 22:18:16 GMT

@bessy65 wrote:
Hi. I have lost connection with the base station. Tried resetting the hub deleting app and loads of things? Any ideas

What is the status of the LEDs on the base? https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-base-station-mean

Re: Base station VMB4500 not connecting to internet

Meldanteo — Tue, 05 May 2020 05:58:46 GMT

Glad to know I’m not the only one experiencing problem with my base station after the storm in SG. I’ve also tried all the steps listed out on the Arlo support page but the base station still blinks red.

Re: Base station VMB4500 not connecting to internet

Meldanteo — Tue, 05 May 2020 05:59:55 GMT

If it helps, my ISP is also StarHub.

Re: Base station VMB4500 not connecting to internet

KTR — Tue, 05 May 2020 06:57:06 GMT

Spoke to StarHub Tech Support today and they confirmed that ports: 80, 123, and 443 are all open. Also spoke to Linksys who have confirmed there are no DNS restrictions. Looks like the issue is with Arlo, so I’m back to square one. If anyone in Singapore has any luck getting theirs back online, please post the steps you took. I’ve tried everything over the past 4 days to no avail, and Arlo aren’t providing any additional answers.

Re: Base station VMB4500 not connecting to internet

ItsNotReallyMe — Tue, 05 May 2020 10:54:26 GMT

Also in Singapore on Starhub having the exact same issues for the last few days.

Tried everything above to get back online, and still nothing.

Re: Base station VMB4500 not connecting to internet

alexislee1981 — Tue, 05 May 2020 14:09:10 GMT

I too live in Singapore (starhub are my ISP) and have had an issue with our base unit since the storm last week. I spent the best part of 4 hours on the phone to Arlo support and they said I had a faulty base station. Today I received the new base station and of course the same issue, flashing amber and will not connect to the router/internet. I have been through every single step to reset, power cycle etc and nothing works!

Please do post here if anyone gets their base unit to work?! Also anyone know if Arlo are aware of this issue as it seems there are few of us?!

Re: Base station VMB4500 not connecting to internet

ItsNotReallyMe — Tue, 05 May 2020 23:17:55 GMT

I feel the timing on these issues and the release of the latest firmware updates is not a coincidence.

https://community.arlo.com/t5/Firmware-Release-Notes/Arlo-Base-Station-VMB4500-1-16-1-3-3305-1a608c1-27th-April-2020/td-p/1768722

Checking the App, its only showing me hardware version and serial number under Device Info. Not the Firmware Version for the base station as per Arlo kb articles and screen grabs online I chexked for reference.

Re: Base station VMB4500 not connecting to internet

StephenB — Wed, 06 May 2020 00:02:34 GMT

@ItsNotReallyMe wrote:
Checking the App, its only showing me hardware version and serial number under Device Info. Not the Firmware Version for the base station as per Arlo kb articles and screen grabs online I chexked for reference.

Odd. I am seeing the firmware version with both the Android App and the IOS one.

Re: Base station VMB4500 not connecting to internet

MKwong123 — Wed, 06 May 2020 06:00:15 GMT

Thanks KTR, wonder what other way we could pursue... So far havent seen any Singtel user raising concern. To be honest, looks like it is still Starhub issue.