topic Re: Arlo Pro 4 issue when added to Pro 2 system in Arlo Pro 4

Arlo Pro 4 issue when added to Pro 2 system

darrinn — Thu, 22 Sep 2022 01:54:38 GMT

I have recently added a Pro 4 camera to an existing two pro 2 camera system. All appears OK until the Android app logs out (which it seems to do after a while). When I log back in the base station is missing and the cameras show as offline. Trying to add the base station fails. Performing a hard reset of the base station allows it to be found and I can then re-add the cameras. This behaviour is repeatable. A call to the Arlo helpdesk just got me to reset my account password and perform a base station reset, with the same results.

The base station is a VMB4500r2 and should be compatible with the pro 4. The existing system has operated flawlessly for years and works fine when the Pro4 is not added.

It appears this a compatibility issue. Has any one else got a Pro 4 mixed with a pro2 system?

Re: Arlo Pro 4 issue when added to Pro 2 system

StephenB — Thu, 22 Sep 2022 11:09:52 GMT

@darrinn wrote:

I have recently added a Pro 4 camera to an existing two pro 2 camera system. All appears OK until the Android app logs out (which it seems to do after a while). When I log back in the base station is missing and the cameras show as offline. Trying to add the base station fails. Performing a hard reset of the base station allows it to be found and I can then re-add the cameras. This behaviour is repeatable.

Are you re-ordering the cameras in the app after you onboard? There is a recent bug with that, that results in a missing base. Arlo says they have now fixed it, but affected users need to do a factory reset and onboard again. So you might try this one more time.

Re: Arlo Pro 4 issue when added to Pro 2 system

darrinn — Thu, 22 Sep 2022 11:33:38 GMT

Interesting. Since adding the third camera I did start reordering the cameras. Something I never did with just 2 cameras since they fit on the app devices screen with no scrolling required.

Can I ask where you found out about this update and what version of sw has the fix?

Many thanks for your help.

Re: Arlo Pro 4 issue when added to Pro 2 system

StephenB — Thu, 22 Sep 2022 11:47:47 GMT

@darrinn wrote:

Can I ask where you found out about this update and what version of sw has the fix?

@JamesC (Arlo Mod) announced it here yesterday. The fix appears to be in the Arlo servers, not the app or firmware.

This was posted on several threads, for example

https://community.arlo.com/t5/Arlo-Pro/Base-station-VMB4000r3-disappears-from-app-cameras-keep/m-p/1879093#M77123

Re: Arlo Pro 4 issue when added to Pro 2 system

darrinn — Fri, 23 Sep 2022 05:56:08 GMT

All OK after a reset.