topic Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds in Arlo Pro 2

Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

Dillon47 — Thu, 25 Jan 2024 16:27:18 GMT

I have noticed several people have posted about this and I believe are getting help outside of the thread so I'm hoping someone can help me as well. A few months ago my Arlo base station went offline. I turned it off, reset the internet, and did everything as instructed. All of my other devices using the internet never had a problem or went out.

I reset the base station and then reconnected my four cameras. That seemed to work for about 2-3 weeks then out again. Went through the steps above again, to no avail. Did another reset and reconnected my cameras and again it worked for about 2-3 weeks and is out again. Can someone please help?!?

Base Stations

Harware: VMB400r3

Serial Number 4R03757SAE8C7

Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

jguerdat — Fri, 26 Jan 2024 14:17:06 GMT

What are the LED(s) on the base showing when offline?

Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

Dillon47 — Fri, 26 Jan 2024 15:23:32 GMT

It was green - orange - orange (power - internet - cameras).

I reset it and it turned green - blinking green - and orange. Still getting "Your arlo device appears offline" on my app

Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

jguerdat — Sat, 27 Jan 2024 16:14:47 GMT

Resetting the base means holding the reset button until the LEDs flash amber. Let it reboot. However, you also have to remove the base from your account and add it back as if new.

Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

Dillon47 — Sun, 28 Jan 2024 16:55:44 GMT

By reboot I mean I unplugged it, waited 10 seconds and plugged it back in.

I have reset it twice in the last month, reconnected all my cameras and don't want to have to keep doing that. Do I need a new base or is there another way to remedy the situation?

Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

jguerdat — Mon, 29 Jan 2024 15:24:59 GMT

It's useful to use the proper names for "reboot" and "reset". A lot of folks mean reboot, whether by unplugging or using the app to reboot the base, when they state "reset". It just takes time to sort through the actual process.

In any event, since you seem to have actually reset the system and the issue keeps happening, I'd suggest it's a faulty base. I suppose it could be a flaky power supply but that doesn't really seem likely. Your model of base is no longer made so you'd have to find a second-hand one that has been removed from the previous owner's account or buy a new SmartHub. The VMB4540 is cheaper.

Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

Dillon47 — Mon, 29 Jan 2024 15:27:24 GMT

Thanks for the feedback. Are you an actual Arlo support employee or only a user? If you don't work for Alro, do you know how I contact them?

Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

jguerdat — Mon, 29 Jan 2024 15:29:03 GMT

Just a user. The only Arlo employees here are noted by their Arlo avatar. They are @JamesC , @ShayneS and @BrookeN

Re: Arlo Base Station keeps disconnecting from the internet and losing all camera feeds

Dillon47 — Mon, 29 Jan 2024 15:31:04 GMT

Thanks so much!