Pro2 cameras won't sync

[Melissa_B]

I have the Arlo Pro 2 base and cameras and the base went offline.  After all the troubleshooting steps I did a factory reset on it.  I was able to add the base to my account but when I went to sync the cameras it appears they are syncing but they are not added to my device list.  I have read the forum and followed the steps: made sure batteries were fully charged, reset the base, unplugged and let it sit and plugged it back in, tried syncing it from the PC and app.  I also turned off my VPN and verified my router broadcasts 2.4 GHz and 5 GHz.  I have been at this for about 6 hours and cannot get the cameras to be added back.  The system is less then 2 years old and my other base that has 5 cameras I bought back in 2018 and its running great.  How can I get my cameras to sync to the base?  I have 3 cameras that I am trying to sync.  Thanks!

[BrookeN]

I have passed this information onto our development team. I will reach out to the community as soon as possible. 

[RHTATER]

Several days ago, all five of our Pro2 cameras suddenly showed "Your Arlo device appears offline", and included a notice to "Upgrade to continue" covering the Devices screen. After rebooting the Base, one camera was recognized without resyncing it. Now nothing. System will not sync to any camera.

Factory reset Base Station. Appears to sync with all lights flashing properly but none of the cameras work or appear in Devices.

Now it says after trying to sync either camera "Your Base Station could not be discovered." even though the Base Station shows up under Devices before and after attempting to sync cameras.

[RHTATER]

Also, I tried syncing using both Google Chrome and Edge. Same issue with both browsers.

[jguerdat]

When you reset the base did also remove all devices from your account, which is required? What are the base LED(s) showing on your base? Which base is it? Look at the bottom for a label that has VMBxxxx on it.

[RHTATER]

Yes, all 5 cameras were individually removed several days ago. Pretty sure, but not certain if all 5 were removed before factory reset of base. I've reset base about 8-10 times. I will reset the base again now.

The three base LED's show all solid green, except about every 3-10 seconds the center LED goes from solid green to 3-5 quick green flashes. When I press the sync button on the base the left LED flashes green. When I then press the sync button on any camera, the camera blue light flashes slowly about 17 times and then flashes blue quickly for about 10 seconds, while the base right LED continues to flash. Once the blue light on the camera stops flashing, the base right LED stops flashing. All of it appears to be syncing properly, but once it seems to finish the camera does not appear in the Devices window. The base is the only device that shows in the Device window.

The base model is VMB4000.

[RHTATER]

Correction to last post. When the base sync button is pressed, the right (not the left) LED flashes.

[RHTATER]

I reset the base station again. The left and center LED show green but now the right LED stays stuck on amber. I tried to sync a camera. All the lights on the base station and camera appear to flash properly but the camera does not appear on the Device window.

[RHTATER]

My entire system has been inoperative since December 2.

Are Pro2 cameras no longer operational?

[Melissa_B]

The only way I got mine back online and sync was downloading the Arlo app to my kids Chromebook.  The Arlo app has not been compatible with Apple. I would try an android or something other than Apple and see if it will work.

[RHTATER]

Thank you for your response.

I'm just using the same HP desktop running windows 10 that I've used with the system for years.

[jguerdat]

Solid amber on the Camera LED means either the base isn't claimed or that there's no cameras connected. To be sure, the base is now showing in your account and you can access/control it?

It's (painfully) obvious from the multiple threads here that something is up when using a VMB4000 base - some can't claim it after resetting as well as other problems. Sooner or later it will be solved, I'm sure, but right now...

[RHTATER]

I just went through the whole process again, several times.

1 - I factory reset the Base Station.

2 - The system recognizes the Base Station and then checks to update the software. Left and center Base Station LED remain solid green.

3 - When pressing the sync button on the base station the right LED flashes green.

4 - When pressing the sync button on the camera the blue light slowly flashes about 15 times then flashes quickly for about 5 seconds.

Everything shows a successful sync but neither the Base Station nor any camera appears in Devices.

[StephenB]

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@RHTATER wrote:

1 - I factory reset the Base Station.

2 - The system recognizes the Base Station and then checks to update the software. Left and center Base Station LED remain solid green.

Everything shows a successful sync but neither the Base Station nor any camera appears in Devices.

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If the base station doesn't show up in devices, how do you know what is happening in step 2?

Did you try using "add devices" to add the base station back to your account after the the reset?

[RHTATER]

I did not describe the steps concisely.

The system appears to recognize the Base Station when it searches for updates for the Base Station, but when I try to add the Base to Devices the response is "Your Base Station could not be discovered."

https://my.arlo.com/#/bsClaimFail

After resetting the Base Station a dozen times the right LED shows solide amber while the left and center LED show solid green.

Nothing shows in Devices, no matter what is tried.

Does the system no longer support the VMB4000 Base Station and Pro2 cameras?

[StephenB]

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@RHTATER wrote:

Does the system no longer support the VMB4000 Base Station and Pro2 cameras?

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Arlo still supports them, but you are not the first to have problems trying to add them back after you reset them and remove them from the app.

I'm tagging @JamesC in hopes he can provide an update on the status of that problem.

[RHTATER]

Great! Thank you for staying on this. We've had no security cameras since December 2. My wife is dependent on them in order to feel safe.

[BrookeN]

We are still currently looking into this, I will provide an update as soon as possible. 

[RHTATER]

Thank you for the update.

[RHTATER]

Yes, I really can't waste more days on this critical issue trying to find a solution that may not exist. Please let me know one way or the other if there will be a solution, asap. I really must move on to another option if this system won't be returned to service.

Again, the Arlo Pro2 security camera system hasn't provided security for two full weeks, since December 2.

[Clairej]

Mine are doing the same thing - showing no device connected. All camera batteries are full and the base is connected to the WiFi. Whats the solution?

[Melissa_B]

The only way I got mi e fixed was using a Chromebook and downloading the arlo app there then I could connect my base again. But mine still is not working on my iPhone so if you are using an iPhone or apple product there appears to be an issue. Use an android or something other then apple and see if that works. 

[RHTATER]

Any updates?

[Clairej]

Any updates - I have a security camera system that is not working that seems, from what I read is an issue with Apple and Arlo - please provide a timeframe for this to be resolved.

[Melissa_B]

I believe Brooke sent this issue to development. But mine have been not working for about 2 months. Luckily I got them linked through Chromebook so they are active just showing offline now so I can’t control anything.  Hopefully we can get an update on this issue. Did you try using an android device to get them set back up until they can resolve the issue with Apple? 

[RHTATER]

Greetings

Thanks for your message. No, I don't have an Apple or Android device. I use an HP desktop computer running Windows 10. 

Got no response yesterday to my last request for an update.