VMB3000 not connecting

[Kaythal]

I have 2 Arlo hubs VMB3000. They used to work fine. Since I moved house they're not able to go ONline. The internet led keeps blinking green, sometimes it's solid green for a few seconds but starts flashing again. 

After factory reset it is dedected by the app and it's possible to check for the latest firmware. 

I'm not able to check the modem settings because it's password protected by the provider (Fibranet Spain) 

[Kaythal]

Could it be it's not working anymore because I don't have a payed subscription?

[StephenB]

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@Kaythal wrote:

Could it be it's not working anymore because I don't have a payed subscription?

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No, that's not it.

I guess you could try removing one of the VMB3000s from your account (along with the cameras connected to it).  Then do a paper clip reset, and try adding it back.

There would be some risk though, some people have reported issues when trying to reinstall legacy equipment.

[ShayneS]

@Kaythal 

We've looked into your account and can confirm that your base station is successfully connecting to our servers however, the connection keeps dropping after a short time, which is why the app shows it as offline.

The pattern we're seeing leads believe your ISP (Fibranet) is likely terminating the persistent connection between your base station and our cloud servers too quickly. This is typically caused by an aggressive NAT timeout or firewall setting on the ISP's router.

If possible you can try to Increase the TCP/NAT session timeout to at least 5 minutes (300 seconds) or higher and ensure persistent/long-lived connections are not being terminated by their firewall.

If Fibranet is unable to make changes to their router, an alternative workaround would be to connect your own personal router behind the Fibranet router and connect the base station to that instead. This can sometimes bypass the aggressive timeout behavior.

This is not related to your subscription plan, it's a network configuration issue on the ISP side.

Please let us know how it goes and we'll be happy to assist further

[Kaythal]

I was able to connect 1 hub after another full reset and connecting it to the meshnetwork router which connects to the isp router. 'EUREKA!!!!'

Doing the same procedure several times with the second hub is still failing. After setup I get error offline again.

ps the working hub is a VMB3010 the non working is a VMB3000

[ShayneS]

@Kaythal 

Thanks for the feedback. What is the error screen you're receiving when installing the other hub?  Were you able to onboard it, and it's showing as offline in the app?