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.

[BrookeN]

@DebbieV60 did you send the screen recording? I see that they were waiting on the screen recording. 

[DebbieV60]

Hi @BrookeN 

I have resent the video. I hope I have the right email addresses.

I sent it to customerservice@arlo.com and support@arlo.com I have a delivery receipt but no 'read' receipt as yet.

Are these addresses correct?

cheers

Debbie

[BrookeN]

@DebbieV60 they are correct. Let me know if you do not hear from them by Tuesday. 

[Mrp911]

Mine stopped working in November ahead of EOL. I Thought it was because I switched to Starlink satellite ISP. I didn’t bother with Support then as I had to do the Wi-Fi extender, which I ended up going away from and just doing a bypass to my old router. As soon as the base station updates the firmware after a factory reset or every time you go to add a device it loses  capability to add devices on the app for all Apple products. For me this is sneaky. Let’s see how many people overall end up having the issue. It just happened that when I was talking to Service, they had special on the 5S cameras. 60% off. My other cameras worked fine and I Didn’t mind the seven day video capture for no charge. This sort of looks like a planned obsolescence versus a support issue. Overall it makes our low luck below acceptable practice. Since January one they can hide behind the EOL but for many this is something that was happening ahead of time and they choice not to solve the software. 

[DebbieV60]

Hi @BrookeN 

We keep getting requests to update the case 44581169 but only gives options to either send an image or close the request.

Is someone still trying to find out the issue?

Thanks

Debbie

[BrookeN]

You will need to call in or chat, the agent can look at the notes and assist further. 

[binhntdl]

I have the same issue like you. Can anyone support me in this?

[BrookeN]

Can you try to set it up from an android device by chance? What troubleshooting steps have you preformed already?

[DebbieV60]

Hi

Not sure if you were responding to the latest poster or me. I have tried android and pc no luck. Done all the resets etc. We have Support ringing us Friday morning. Australian time. So this is our last hope.

[BrookeN]

Were you able to get the cameras working with support?

[Amilito]

I have the exact same problem like everyone here.

I’ve contacted arlo chat twice, they are useless!

telling me there is no support for the arlo pro 2 anymore.

let me tell you- they did all of this on purpose, to try to get people to buy new devices from them!

they actually offer me to speak with an agent to give me a discount on a new arlo!

this is all intentional!

i have ring door bell, older than arlo, working flawlessly!

my arlo camera was working perfectly until they suddenly changed something in their system to luck us out!

well let me tell you, as an arlo customer that purchased few Arlo devices throughout the years, and so did my family… i am done with arlo! They lost at least 12 family members of mine because of this bs.

what a disgrace.

[Melissa_B]

I completely agree with you on this. I did not purchase a product that said on the box it has an end of life in 2024. I would have never bought this brand if I knew Arlo would do this to make us all upgrade and pay a subscription.  It’s been very frustrating and I wouldn’t recommend arlo after this whole mess either. I will be switching brands too.  

[BrookeN]

@Amilito and @Melissa_B the Pro 2 cameras should still be working as before. They are EOL, however that just means there will not be phone support for the product anymore. If you are still seeing this behavior with your Pro 2, can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[Amilito]

So after reading the forum here,

i tried the suggestion of installing the cameras back with an android device…

it worked.

i logged out of my iPhone arlo app,

downloaded the arlo

app on my friend samsung phone (android)

logged into my arlo account on the arlo app (in the android device)

ive set the base station, cameras, like before- but this time on the android device everything worked smoothly (way smoother than it ever was on my iPhone devices)

after setting all the system back up, i logged out from the arlo app on the android device, went back to my iPhone and logged back in the iPhone this time, and all the cameras were there this time!

so whatever arlo did with whatever they did- they messed up (among other things) the apple devices.

their coddling or patch they did caused apple devices to glitch and have errors installing the base station and/or cameras.

another thing i noticed when I was installing the arlo app on the android device (very old Samsung model) ia that the cameras were way more responsive than my apple phone ever was.

to open the live feed in the android device is like 1-2 seconds compared to the iPhone 5-7 seconds…

so clearly this arlo app feels more “convenient” working on android devices.

in general, a nightmare of a company to deal with.

i am done ever buying arlo.

look at the reviews all iver the internet, they are barely getting 3 stars all over their line of products.

no wonders.

i hope this post can help someone to figure how to install the cameras on an android back to apple device,

and as far as arlo technical team- you f’ up big time!!

fix this bug/code you created ASAP before you will run out of paying customers.

you lost at least 15 families that i know of.

[EricMax15]

So I have had my Arlo for around 7 years now, the system has worked great without issue until yesterday. I noticed I was seeing no activity on my phone which is uncommon. I opened the app to find all 4 cameras saying "Arlo device appears to be offline" I then went to the devices tab of the app and it said the base station was offline. Figuring the power was out when I got home i figured a quick reset would do, man was I wrong. 

When I checked the base station the light was flashing orange which is a WIFI issue obviously. My modem was running all other smart devices (82 total) in the home with no issue so i removed the power cord from the base station waited 5 minutes and plugged it back in. Unfortunately same blinking orange light. So I reset tried to sync pressing the sync button in for one second and had no luck same orange blinking light. I checked the firmware which was up to date 1.26.00-4612-12a0681, so then I reset the modem and again no luck but all other smart devices working flawlessly. This is when i decided to complete a factory reset. Once the factory reset was done I was able to pair the base station however the base station now shows a solid blue light indicating WIFI.

I then grabbed all 4 cameras, removed the batteries ensured they were all fully charged then reloaded a battery into 1 camera and began the pairing process through the app which failed. i then tried to pair the camera manually in the app which also failed. Then I attempted to log onto the Arlo website from my computer and add the camera from there which also failed. Its important to note when I attempt to sync the camera and base station blue lights beat the same with the base station eventually going solid blue and the camera going black. I tried individually pairing each camera but none would work so I attempted a factory reset on the camera itself. I held down the sync button on the camera waiting for the orange light but nothing happens.

I then went back into the app to see that the base station was offline despite being solid blue. I just want to get these cameras readded as we are going away soon. In the meantime I've heard that if you don't buy new Arlo subscriptions they are doing firmware updates to stop devices from being able to work, does anyone know if this is true?? Before the questions asked yes I'm using the same network when attempting to sync & no i have never had this issue ever before. Attached below is an example of what i see when i go into the app vs. looking on the physical arlo website.

Appreciate any feedback as I'm at the point where i might go buy a new home security system this weekend, thanks...

 

 

 

[Marlin009]

I started having the same problem about a week ago. Have reset, and re-added base, etc. 

Cameras appear to be syncing properly based on the lights. Have tried on iPhone, iPad, and laptop using google chrome browser with no luck. I do not have an android device to try.

Any updates on this? Very disappointing.

[Amilito]

Hello marlin,

the only solution that worked for me was installing the whole thing on my friend Samsung device (android)

log out of your account on your iPhone, sign in with YOUR account on the android device (after downloading the arlo app)

and after that logging out of the android device and re log into my iPhone- and all the cameras where there.

the Samsung device actually installed the whole base and cameras way quicker than my iPhone ever did.

hope this help.

[Marlin009]

Hi Amilito,

I saw your post and I appreciate the detailed reply.

Unfortunately, I do not have an Android device available to use, wish I did.

Hopefully the support folks will come up with a solution. 

[binhntdl]

Tried with Samsung Note 9, not working

[Amilito]

Be sure to remove all devices with the app on your iPhone first.

start with a clean slate on the android device….

[BrookeN]

I have reached out to the development team to look into this. I will update you as soon as possible. 

[Salpacino]

My Phone app or cannot find my VMB4000 base station, I also tried through my computer and it says "No Devices Found".

I got the base station from a friend because I moved and cannot find my original base station. 

Power - solid green

Internet - solid green but blinks 5 times every 12 seconds.

Camera(s) - solid green

[RT00S]

I am having trouble synching my older and newer cameras to the basestation VMB4000. I had an issue with one camera which I could not connect to the basestation, the online instructions suggested that I should reset the base station. After I did that, all my cameras dropped and none are synching again. I see a number of users have the same problem. Support is not helping. What options do I have to get my security cameras working again? I have tried all of the steps online support and users have tried with no positive results. 

The cameras flash the blue light as they should but they do not appear in the device list. 

Please help me with some helpful info. Thank you! 

[RT00S]

A number of users are having the same problem. Support refused to help and cameras are dead. My suggestion is not to buy any more Arlo until they fix our products. All my cameras stopped working at once too for no apparent reason.