Arlo Pro 2 Cameras will not Sync with Base

[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]

We understand you're experiencing an issue with your legacy devices. These devices are now end of life and we do not have a fix available at this time. If you are still experiencing an issue please reach out in a private message with your contact information and we will connect you with a member of our escalations team to follow up.

[Dubix_M]

@Melissa_B, so I ended up using a friend's Android phone who visited me. Once I downloaded and installed the Arlo app on it and logged on, I saw all my four cameras on the first device addition attempt. The process only took like 5 secs for each camera to be added back to my base station.

However, no history is being kept by the cameras but am glad I was able to get them all back on at the very least. Hoping I can resume with security monitoring at my home using this, after about a month of downtime. Still don't have any updates from Arlo on this history issue.

[Melissa_B]

That’s great to hear and that was the same thing I experienced which led me to believe it has to be an issue with Arlo app not compatible with Apple products. Mine are all offline but I can at least see the cameras. But when I go to my kids Chromebooks and log into the app my system and cameras are all online and I can control from there. Not ideal at all since all we have is Apple. But it’s a work around until Arlo resolved this issue. 

[Dubix_M]

Interesting!

So from the Chromebook do you also see accumulated history of clips for each camera?

[Melissa_B]

Yes from Chromebook I can see the 7 day clip history.  

[BrookeN]

@Keith-Iaia are you still seeing the same behavior?

[RHTATER]

Yes, no change, all 5 cameras are still completely inoperable. Total nightmare, hanging on not knowing if anything will get restored or repaired. What happened that caused all 5 cameras stop working at the same time. It's like Arlo wanted to force customers to buy new systems by rendering their current systems inoperable. If nothing was intentionally changed our systems would still be functioning properly. Crazy bad.

[Dubix_M]

Ok thanks. I will look for one and try.

Not sure if any help is coming from ARLO after all 😞

[Dubix_M]

So here is what I had done to reinstate my history clips.

Once the app opened on the device tap "mode" at the bottom, you should see the arm and disarm buttons on top, and then your base station (under "my devices"), with the current mode to the right of it. Tap on whatever mode it has. It should open a list of the various modes that came by default plus any other mode you added, if you did.  I believe the default modes that come with the software are Armed, Disarmed, Schedule, and Geofencing modes. You can create a new mode using the "Add a mode" button at the bottom of the page and then for each of your cameras give it the instruction to record at motion and/or sound detection. I had to add one camera at a time but after that I selected that mode I created and applied it to my base station. 
Hope that works for you all.

[StephenB]

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@Dubix_M wrote:

You can create a new mode using the "Add a mode" 
Hope that works for you all.

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It won't. 

• Folks who see "Library" in their app menu can create custom modes.
• Folks who instead see the "Feed" and "Dashboard" can NOT create custom modes.

The "Feed" interface is newer, and there is no way to migrate from "Feed" to "Library".

[28-Chessy_03]

Hi, das ist aber schon eigenartig. Das selbe ist mir seit gestern passiert. Neuen Router und an meinem neuem Handy, kann ich mich noch nicht mal mehr einloggen. Bisher auch ohne Abo gegangen.

[dmj246]

Hi all, 

My Arlo Pro cameras stopped connecting to the Base station last week and can't seem to get them reconnected.

• Base station is connected to the internet and Arlo app (Camera light is off)
• Had the Pro camera within 1ft of the base station to resync (failed)
• Reset the Base station and re-added to the app, still no joy
• Arlo Base Station #VMB4000r3; Firmware 1.25.1.0_4598_1f1c874
• Arlo SmartHub and Base Station Compatibility

Anyone has anymore suggestions besides purchase updated products, The system is on a UPS and no power outages? I now the products are EOL.

Thanks Dale

[jguerdat]

The Camera LED being off is a clue - the base isn't connected to your account - it would have to be green. If power-cycling the base doesn't help, remove all devices from your account, reset the base by holding the button for >10 seconds (until the LEDs start flashing amber), let it reboot to green power and Internet LEDs (Camera may be off or solid amber) and then claim it again as if new. I know you said you reset the base but I'm making sure all steps were followed.

https://kb.arlo.com/1057976/How-can-I-factory-reset-my-Arlo-SmartHub-or-Base-Station

[dmj246]

Hi jguerdat

I started by removing a single camera and trying to re-add to the main base. it failed. I then removed all the remaining cameras and the base. 

I physically reset the base, amber light and then the re-added to the arlo App. Both the Power and internet lights on solid on the base. Tried to add back the cameras with no success. just the amber light on the camera. 

Just a quick question, I gave the base its original name when I re-added it. will changing the name make any difference?

[jguerdat]

WHen you reset the base, all 3 LEDs should have blinked amber for a few seconds followed by green power and Internet LEDs (~2 minutes). Is that what you saw? 

It sounds like you're working in reverse order - the BASE has to be claimed into your account before adding the cameras. If that's successful, the Camera LED should also turn green. If any of this fails, the base has a problem and likely needs to be replaced.

[dmj246]

Good morning Jguerdat

• When you reset the base, all 3 LEDs should have blinked amber for a few seconds followed by green power and Internet LEDs (~2 minutes). Is that what you saw? Yes

• It sounds like you're working in reverse order - the BASE has to be claimed into your account before adding the cameras. If that's successful, the Camera LED should also turn green. If any of this fails, the base has a problem and likely needs to be replaced.
  • I logged into the portal from my laptop and deleted 1 camera from the Base. I tried to re-add through the app and that failed.
  • I then deleted all of the cameras and the base from my account.
  • I physically reset the base with a paperclip, all lights flash amber and then the Power and Internet on solid and green.
  • I re-add the base with the same name (“The Browne’s”) as before, What I realized is that the base once re-added brought back all of the configuration included my wife access.
  • Tried re-adding a camera by pressing the sync button on the base and the sync button on the camera. Failed to re-add.
• Based on your assessment, I am also coming to the conclusion that the Base unit has failed.
  • I know the VMB 4000 is EOL, I use these cameras as backup in the event of an extended power outage. I have a portable hard connected to the base for extended storage.
  • Which base is still available that I can connect to the Pro cameras and the hard drive? How Can I get a replacement Base unit?

Thanks Dale

[jguerdat]

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@dmj246 wrote:

• • I logged into the portal from my laptop and deleted 1 camera from the Base. I tried to re-add through the app and that failed.
  • I then deleted all of the cameras and the base from my account.
  • I physically reset the base with a paperclip, all lights flash amber and then the Power and Internet on solid and green.
  • I re-add the base with the same name (“The Browne’s”) as before, What I realized is that the base once re-added brought back all of the configuration included my wife access.
  • Tried re-adding a camera by pressing the sync button on the base and the sync button on the camera. Failed to re-add.

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Thanks for the thorough description of your process - we rarely get that. One final question, the final step states pressing the Sync buttons - did you just briefly press the base sync button (<1-2 seconds)? Longer presses have been known to put the base into some sort of factory mode.

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Based on your assessment, I am also coming to the conclusion that the Base unit has failed.

• • I know the VMB 4000 is EOL, I use these cameras as backup in the event of an extended power outage. I have a portable hard connected to the base for extended storage.
  • Which base is still available that I can connect to the Pro cameras and the hard drive? How Can I get a replacement Base unit?

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The base itself is not EOL - the cameras are. You can only buy used base stations which may not be the best idea. I'd suggest a VMB4540 SmartHub.

However, I'm not so sure the base has failed but, rather, that you've hit the same issue some others have had with the VMB4000 base where various attempts to reset/re-add it to the account and/or reconnecting cameras to it has failed. Since you're really at a point of no return, I would suggest one more attempt before spending money. Use Settings, Data Privacy, Account to delete your whole account. While that's a drastic step, it may (or may not) solve your problem. An issue is that creating a new account will get you the new interface that many folks aren't happy with. If you have a simple setup, it may work well for you but be aware that more complex setups (schedules, custom modes, geofencing) have their issues to be worked through. Here's a link to give you an overview:

https://kb.arlo.com/000062777/About-Arlo-Routines-Modes-Rules-and-Automations

Moving to a hub may be the easier solution but will cost you.

[dmj246]

Good morning

However, I'm not so sure the base has failed but, rather, that you've hit the same issue some others have had with the VMB4000 base where various attempts to reset/re-add it to the account and/or reconnecting cameras to it has failed.

I only pressed the sync button for 1-2 seconds. is there any way to get the base out of reset/factory mode? I am not sure if deleting the account will resolve the issue. but I have nothing to lose.

Since the only base that is available for sale is the VMB4540 that I can use with the external storage and the cameras are EOL

I have to decide if going back with ARLO make sense. Are they any cameras that do not require a subscription that I can use with the VMB4540 base? I only have 4 cameras.

Thanks Dale

 

[jguerdat]

The base/hub makes no difference - it's all about the cameras. Since you have legacy cameras, you still get the free 7 day, 5 camera plan as before. Any of the new cameras would require a subscription unless local recordings from a hub (NOT a base) would work for you.

@JamesC , @ShayneS , @BrookeN is there anything you can check on to help here?

[BillPeach]

Well, maybe it over, but I still love my old Arlo Pro2, but it wont synch anymore.  I've tried everything: delete cameras and base, hard reset of both, the base can be found after the hard reset ... good ... but when the base looks for the cameras, both will get to the point of both camera and base will have rapid blue flashing but then zilch ... no add of the camera.  Anyone have another suggestion?  BTW the cameras are literally on top of the base, so distance isnt a problem.  

Camera Arlo Pro 2 model number: VMB 4030P,

Base station: VMB4500

[BillPeach]

Oh, also, new and fully charged batteries in the camera ... still zilch

[DannyBearAgain]

Do you have a pc with a web browser? You can try using the arlo portal my.arlo.com to add the camera but the pc needs to be connected to the local network router by Ethernet.

The adding process via the mobile iOS is still broken, some suggest using the android version.

[Blackequine]

I have two base stations, a vmb4350 and a vmb4000.  I have several Arlo Pro 2 cameras connected to each base.  When I use the latest Arlo app on my Android ‘phone, all the cameras are online and can stream video. 

If I use the Arlo app on my ipad (ipad Os 18.1.1, latest version of app) the cameras connected to the vmb4350 work correctly.  Those connected to the vmb4000 show as offline, or if they appear connected they soon drop off line and won’t stream. I have tried rebooting the vmb4000, but nothing changes.

[StephenB]

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@Blackequine wrote:

I have two base stations, a vmb4350 and a vmb4000.  

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There is no VMB4350.  Do you mean a VMB4540?  Check the base - there is a VMBxxxx label on it.

[Blackequine]

Sorry, I should have checked instead of relying on my memory.  The base stations are VMB4540r3 and VMB4000r3.  It is the cameras connected to the VMB4000r3 that appear offline on the iPad only.

[dmj246]

Good morning  Jquerdat

I got the system back online over the weekend, basically I reset the hub one more time and deleted from the app. So this is what I realized, when I first had the system, I remembered installing and setting up the system via my laptop. However, you need to use the Arlo App to actually add the cameras back to the hub. Once I realized that, it was all good. just used the laptop to change the settings on my account and add back additional users to view the cameras.

Thank you for your quick responses and help to get my cameras sorted. 👍