topic Connection problem to VMB-3000 base in Arlo

Connection problem to VMB-3000 base

x3n0n102 — Fri, 05 Jul 2024 10:06:09 GMT

I have baught the Arlo 1 with the VMB-3000 base and have now trouble connecting the app to the base hub.

1. i have it connected to my router via the ethernet connection

2. i tried power cyckling

3. i tried a hard reset

4. power light is green

5. network light is green with flickering sometimes, meaning it communicates with router

I tried the app and the website

I heard somewhere that you need to remove the hub from all the old accounts; that is not a possibility, so how do I do that? I can't connect the hub to the app.

Re: Connection problem to VMB-3000 base

jguerdat — Fri, 05 Jul 2024 14:03:51 GMT

The original owner must remove the base from his account before you can add it to yours. Can you contact that person to see if it was properly removed?

Re: Connection problem to VMB-3000 base

x3n0n102 — Fri, 05 Jul 2024 14:09:22 GMT

The inability to get in touch with the prior user is the issue. If Arlo technicians obtain the serial and mac number, is there a way for them to get into the database and delete the device from their account?

Re: Connection problem to VMB-3000 base

jguerdat — Fri, 05 Jul 2024 14:12:46 GMT

I've never heard of them doing so without some sort of definitive proof.

Re: Connection problem to VMB-3000 base

x3n0n102 — Fri, 05 Jul 2024 14:14:09 GMT

Do you know how to get in contact with them?

Re: Connection problem to VMB-3000 base

jguerdat — Fri, 05 Jul 2024 14:19:21 GMT

Without a subscription, official support is difficult to get but try the app to go to Settings, Support and select the base. Scroll down to Contacts to see what they offer. I'll tag the mods here, too:

@JamesC , @ShayneS , @BrookeN