topic Re: VMB3010 Base Station will not connec to App OR to "Add New Device" from Web in Arlo

VMB3010 Base Station will not connec to App OR to "Add New Device" from Web

jdiminno — Fri, 18 Oct 2019 16:19:39 GMT

Hello,

I have a VMB3010 base Station that is working normally (and was with Old App)

New App will not detect base station.

I've rebooted the base station twice.

Alert's from Cameras still notify on the old app so I know it's working.

I've looks through the forums and there seems to be no clear answer.

Any advise would be greatly appreciated.

I verified that the Base station is connected to my Router and that my phone (with app) is connected as well (Same network)

John

Re: VMB3010 Base Station will not connec to App OR to "Add New Device" from Web

ShayneS — Mon, 21 Oct 2019 22:34:55 GMT

Hi @jdiminno

Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support

Re: VMB3010 Base Station will not connec to App OR to "Add New Device" from Web

jdiminno — Mon, 21 Oct 2019 23:08:01 GMT

Hello ShayneS,

I've come here looking for information before getting on a tedious Customer Service call. Anyone could have done that.

It's pretty clear that I'm not the only one having this kind of problem. The are people on here with varied equipment having trouble getting their devices connected to the new App.

Are you trying to say that this forum is worthless for information?

Re: VMB3010 Base Station will not connec to App OR to "Add New Device" from Web

jdiminno — Fri, 25 Oct 2019 16:48:45 GMT

So there's nothing further that you can add?

John

Re: VMB3010 Base Station will not connec to App OR to "Add New Device" from Web

StephenB — Sun, 27 Oct 2019 11:18:15 GMT

@jdiminno wrote:

Are you trying to say that this forum is worthless for information?

@ShayneS didn't say that. But at some point you do need to use support. There's nothing you can do on your own to fix back-end or subscription issues for instance.

Have you tried uninstalling and reinstalling the new app?

Are you seeing the base station using a PC browser (my.arlo.com)?

Re: VMB3010 Base Station will not connec to App OR to "Add New Device" from Web

jdiminno — Sun, 27 Oct 2019 15:01:42 GMT

Hello Shayne,

Thank you for the reply.

This isn't my first support rodeo for support. In this day support forums are the first line of support and 'should' offer help for basic issues. Then when exhausted call support. There should be nothing more basic than connecting your devices to the app.

As I said, I looked through the Forums and see many people having issues with the App and devise registration. There 'should' be more info on this readily available.
To answer you're questions:

Have you tried uninstalling and reinstalling the new app?

Yes. No change.

Are you seeing the base station using a PC browser (my.arlo.com)?

Yes. I tried that initially as well with no success.

I'm still getting alerts to the old app so I know the devices are working.

If I still need to call support I will but I was hoping the forums had a bit more information on what seems to be a common problem.

John D