topic Re: Smart hub VMB5000 is not working "Internal error" after setting name in Arlo Ultra 2

Smart hub VMB5000 is not working "Internal error" after setting name

sosososo — Sun, 25 Feb 2024 16:23:19 GMT

I bought Arlo ultra 2 package that includes smart station.

I go to Devices - Add device - Base station/Hub - Continue (cables connected) - Continue - Continue - SmartHub Found - Add name 123 - ERROR, see Fig. It says internal mistake?

Why?

I created second Arlo account but some mistake.

Phone: Samsung Galaxy S23.

Re: Smart hub VMB5000 is not working "Internal error" after setting name

jguerdat — Mon, 26 Feb 2024 14:56:40 GMT

While it could be a server-side error, try resetting the hub by holding the reset button for >15 seconds, until the LED starts flashing amber. Let it reboot to solid blue (~2 minutes) and try onboarding it again.

Re: Smart hub VMB5000 is not working "Internal error" after setting name

sosososo — Mon, 26 Feb 2024 15:17:50 GMT

Hi,

I have resetted the device 4 times now for 15 seconds each time.

Does not help.

What next?

BR SOSOSOSO

Re: Smart hub VMB5000 is not working "Internal error" after setting name

jguerdat — Tue, 27 Feb 2024 14:56:10 GMT

15 seconds may not be sufficient so you have to wait for the LED to start blinking amber? Is that what you've done?

Re: Smart hub VMB5000 is not working "Internal error" after setting name

sosososo — Tue, 27 Feb 2024 15:57:29 GMT

Yes, I have pressed reset button so long that the LED to start blinking amber each time.

Re: Smart hub VMB5000 is not working "Internal error" after setting name

sosososo — Tue, 27 Feb 2024 16:13:19 GMT

Here gif animation of the steps.

Still getting the same error message.

What next?

Re: Smart hub VMB5000 is not working "Internal error" after setting name

jguerdat — Wed, 28 Feb 2024 14:49:01 GMT

Try using a computer web browser pointed to my.arlo.com to see if the hub can complete the process.

Re: Smart hub VMB5000 is not working "Internal error" after setting name

sosososo — Wed, 28 Feb 2024 15:12:45 GMT

I get the same problem when doing it in the browser.

Is the device broken?

What is happening?

What to troubleshoot next?

Re: Smart hub VMB5000 is not working "Internal error" after setting name

BrookeN — Wed, 28 Feb 2024 15:24:54 GMT

Was this purchased new or used?

Re: Smart hub VMB5000 is not working "Internal error" after setting name

sosososo — Wed, 28 Feb 2024 15:27:29 GMT

New.

What next?

Re: Smart hub VMB5000 is not working "Internal error" after setting name

BrookeN — Wed, 28 Feb 2024 16:07:32 GMT

Try leaving the name as the default name for now and see if it is able to continue onboarding?

Re: Smart hub VMB5000 is not working "Internal error" after setting name

sosososo — Wed, 28 Feb 2024 16:19:13 GMT

The default name there is blank but you cannot have it.

I tried "default" but still the same error.

What next?

Re: Smart hub VMB5000 is not working "Internal error" after setting name

BrookeN — Wed, 28 Feb 2024 17:17:07 GMT

I have escalated your ticket to support. An agent will be reaching out to you soon.