Arlo Base Station (VM4000) not found in EERO Mesh network

[Mpochat]

Hi,

I have an ARLO camera system with several Pro2 Cameras and 2 Arlo Base VM4000, all of these connected to an eero mesh system and working perfectly. I’ve been trying to connect a 3rd base station (VM4000) to the same system. Always fails. I’ve been for endless hours with chat support, phone and email. In my eero network I can see this base station connected (wired) to one of my eeros, it has its own IP and shows connected status. All lights are green, power and internet.

Nothing seems to work. These are all the things I have tried with 0 success. 

- Reset base station: 10 sec, 20 sec, 90 sec…..

- Add base station with app, with iPad, with PC windows, with Mac

- Open ports 80 and 4043 in my eero network

- Turn of 5Ghz in my eero network, using only 2.4Ghz

All of these above one per time, mixed, all at the same time, you name it….

Any other ideas?

[DannyBearAgain]

You have mentioned that the base station your trying to add has all green LEDs Illuminated, is this correct?

When you perform a factory reset using a paper clip at the rear of the unit and holding it pressed until the base LEDs begin flashing it should reboot eventually settling with power and internet as green but the camera led should be constant Amber signifying it is ready to be claimed by an account.

[Mpochat]

You are correct, not all lights are green, only power and internet. Camera is amber. Still I cannot connect / find the base station in all the above scenarios.

[jguerdat]

How old is the "new" base and has it ever been connected before? There's a suggestion that really old firmware won't allow a device to connect so you can't even update it.

You may also want to try connecting the base directly to the main router rather than a satellite.

[Mpochat]

I bought the base station roughly 1+ year ago, new, from Amazon. Has never been used before. The strangest thing of all is that I can see it in my Eero network, IP assigned and everything. I have also tried to connect it directly to the main router instead of a satellite Eero, does not work.

[jguerdat]

Although it would seem to be a faulty base, what do the LEDs show when resetting? You should see them change to amber after ~10 seconds (+/-) followed by a reboot to green power and Internet and solid amber Camera.

[Mpochat]

Yes, during reset lights turno off, then flash and finally internet and power in green and camera amber.

[jguerdat]

It would seem to be either a faulty base or was NOS (New Old Stock) from AMazon that has firmware too old to be added. 

[Mpochat]

Is there any way to update the firmware, if that would be the case?