topic Re: Base station and cameras completely missing - unable to find/add again in Arlo

Base station and cameras completely missing - unable to find/add again

mjsteelega — Mon, 29 Jan 2018 12:47:42 GMT

Hey everyone... I've tried to reach Netgear via Twitter but they have not responded nor have I found a way to simply log a case with support.

Not sure when it happened but I noticed in the past week or so I stopped getting the many false motion notifications that I have always been getting. When I launched the Arlo app this past Saturday (01/27/18) and everything I had is gone. No history, no cameras, no base station, nothing.

Now, I can not find anyway to add my base station. I have power-cycled it, hit the little reset button, tried resync'ing a camera. Nothing. It's connected to the internet (according to the LEDs), but I have zero access to it and my account appears to be wiped.

Any suggestions?

Re: Base station and cameras completely missing - unable to find/add again

brh — Mon, 29 Jan 2018 12:55:25 GMT

@mjsteelega

You probably need to do a factory reset. Here is a link on how to do that:

https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-base-station-to-the-default-values

But, firstly, can you log into your account on your computer? Does it show anything? Just wanting to see if it is the app or the system is actually missing.

Brian

Re: Base station and cameras completely missing - unable to find/add again

TomMac — Mon, 29 Jan 2018 12:58:45 GMT

go to Netgear Support ; https://www.arlo.com/en-us/support/contact.aspx

there were a small number of accounts that had similar issues...

https://community.netgear.com/t5/Arlo-Pro/Arlo-App-missing-all-base-station-and-camera-devices/m-p/1306232#M15539

Re: Base station and cameras completely missing - unable to find/add again

mjsteelega — Mon, 29 Jan 2018 13:03:54 GMT

Hi... thanks for the reply. I get the exact same thing when I log in via a computer. Just has the option of Adding a Camera (which I did try) but there is nothing there. Appears that my base station is also missing and not sure how to re-add it.

I'll take a look at the link you sent to factory reset. Thanks!

Re: Base station and cameras completely missing - unable to find/add again

mjsteelega — Mon, 29 Jan 2018 13:06:40 GMT

Thanks for your reply. I saw that post from 7+ months ago and some apparent fix from engineering. But there is no link to the actual fix (or at least I did not see it).

Re: Base station and cameras completely missing - unable to find/add again

mjsteelega — Mon, 29 Jan 2018 13:09:53 GMT

wrote:
@mjsteelega
You probably need to do a factory reset. Here is a link on how to do that:

https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-base-station-to-the-default-values

Brian

Brian,

I have done this factory reset. When I log back into my account, there is no option to "Set up a new system". Where should this option be?

Re: Base station and cameras completely missing - unable to find/add again

brh — Mon, 29 Jan 2018 13:16:39 GMT

@mjsteelega

Here is a link to set up a base station:

https://kb.arlo.com/1179139/How-do-I-connect-my-Arlo-or-Arlo-Pro-base-station-to-the-Internet

Unplug your power to the base station. Unplug the ethernet cable to the router.

Next plug the ethernet cable into the router before plugging the base station back in to power.

Brian

Re: Base station and cameras completely missing - unable to find/add again

mjsteelega — Mon, 29 Jan 2018 14:18:56 GMT

Thanks Brian. Tried all of the above multiple times. Still nothing.

Base station power light = solid green

Base station connectivity light = solid green

Base station camera light = solid amber

Profile via browser and mobile app are completely empty and there is no apparent way to ADD BASE STATION or SET UP A NEW SYSTEM.

Re: Base station and cameras completely missing - unable to find/add again

brh — Mon, 29 Jan 2018 14:26:47 GMT

@mjsteelega

At this point I would contact Support at the banner near the bottom of this page.

Brian

Re: Base station and cameras completely missing - unable to find/add again

mjsteelega — Mon, 29 Jan 2018 16:56:11 GMT

Contacted them earlier via Chat. Got cut off now I can't seem to get the chat icon to come back. (quickly thinnking this whole system is a loss at $700). This has been a very crappy experience. I expect more from Netgear.

Re: Base station and cameras completely missing - unable to find/add again

jguerdat — Mon, 29 Jan 2018 18:54:41 GMT

Sounds like you may have been bitten by a recent issue at Netgear. The solid amber Camera LED means the base needs to be claimed. Since you have nothing in Settings, My Devices, just use the Add Device button on the Devices tab to add the base and then sync the cameras.

Re: Base station and cameras completely missing - unable to find/add again

mjsteelega — Tue, 30 Jan 2018 17:03:29 GMT

@jguerdatwrote:
Sounds like you may have been bitten by a recent issue at Netgear. The solid amber Camera LED means the base needs to be claimed. Since you have nothing in Settings, My Devices, just use the Add Device button on the Devices tab to add the base and then sync the cameras.

@jguerdat Thanks for the additional information. It appears my hurdle was centered around the fact that I was trying to do all of this via my mobile (iPhone), which does not seem to support adding a base station; or at least it was not working properly for me. When I logged in via my mac using Chrome, I was able to search and add the base station.

Now I am re-adding the cameras one by one. Thanks for the guidance.