topic Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago in Arlo Pro 4

Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

oneyellowlab — Sun, 11 Feb 2024 22:32:02 GMT

For 6 months I've been running the Arlo Pro 4 cameras with the VMB5000 base station with zero problems, very stable and it was connected to my iPhone's Home app. All of a sudden about 2 weeks ago I started having issues where the cameras would go off line and I couldn't access the videos from the basestation. I have tried everything, even resetting the basestation which erased all of my modes. I then noticed that the Arlo Secure phone app for iPhone updated around the same time my problems started. I also can no longer get the Base station connected to the Home app. Nothing changed with my internet or the cables running to the basestation, the only change I can see is the app updated. I'm wondering if anyone else is having this issue? If not perhaps my base has gone faulty and needs to be replaced - I'm within the warranty time frame so that might be an option.

Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

ShayneS — Tue, 13 Feb 2024 21:27:50 GMT

@oneyellowlab

Have you tried reconnecting the base station to the HomeKit app via these steps: https://kb.arlo.com/000062279/How-do-I-connect-my-Arlo-device-to-Apple-HomeKit

Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

oneyellowlab — Wed, 14 Feb 2024 20:41:34 GMT

Thanks for your response. Today, my modes stopped working (I'll post about that in a different post) but to try to fix the issue I deleted the Arlo app, & reinstalled it. It didn't fix the issue of the modes not working but I took a stab at trying to add the cameras to the Home app and it finally worked. I did notice that the app showed a new version was updated 21 hours ago so I'm wondering if that fixed my one issue but now has contributed to this new problem.

Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

ShayneS — Wed, 14 Feb 2024 21:37:26 GMT

Thanks for the update. Tag me in your new post regarding your new findings.

Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

oneyellowlab — Sat, 17 Feb 2024 22:36:29 GMT

Hi, I put up a new post about the Custom Modes not working, but I have no idea how to tag you in it....I'm not very proficient with that type of thing.

Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

jguerdat — Sun, 18 Feb 2024 15:15:05 GMT

In your post, start by tying an "@" followed by the user's name (no spaces) and then select it from the list that pops up. It would be like this - @ShayneS

Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

oneyellowlab — Wed, 21 Feb 2024 04:09:43 GMT

Thank you!

Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

JehovasFitness — Wed, 21 Feb 2024 14:36:46 GMT

same issue. My old base station cams work fine, but the ultra base station has been going offline for weeks now

Re: Base Station VMB5000 always going off line since Arlo Secure app updated 2 weeks ago

jguerdat — Wed, 21 Feb 2024 14:38:27 GMT

That may indicate a faulty hub. Use the app to go to Settings, Support. Select your hub and scroll down to Contacts to see what official support says.