Arlo Pro 2 New base station problems

[pwilke]

I have had the Pro 2 base & 2 cameras since 2018. The base stopped working and will not connect/sync to the app. I tried the factory reset and it still just blinks amber. So I purchased a refurbished base of same model on Amazon. I set it up on my iphone app, then tried to sync the cameras to it. Got one synced but I cannot view the camera on the app, as it now seems I have to pay for the subscription. The 2nd camera is now blinking blue/amber and will not even sync to the base station. Any ideas for either issue?

[jguerdat]

No sub is needed for these cameras.

Did you remove all original devices from Settings, My Devices first? Have you reinserted the camera batteries to get them to a known state? How are you trying to sync the cameras? All you need to do is briefly press the base sync button - don't hold it - and then the camera button.

[pwilke]

The base station and cameras were removed from my account prior to setting up new base. I charged both cameras via the wall plug. I pressed the sync button on the base, blue light began to blink. Then I pressed the sync button on camera and blue light blinked on first one then synced. I then got a pop up that I had to subscribe in order to activate the camera. I declined and I cannot view the camera. On the app, that camera spot says that the camera is inactive. A paid subscription is required. 

Upon attempting to sync the second camera, when pushing the sync button on the camera it begins to flash alternating blue and amber lights, then all lights shut off.

Thank you for your help!

[jguerdat]

Start by removing all devices again and then manually reset the base. Hopefully it's that simple.

BTW, to be clear, the cameras are Pro 2s, right? Nothing newer?

[pwilke]

Will try that. Yes, the cameras are Pro 2's. Thanks!

[pwilke]

I removed the devices from settings. I then unplugged ethernet cable and power cable. I plugged the ethernet back in, then power cable, then paired the base to the phone app, then the working camera to the app/base. Same message that a subscription is needed. I then removed the devices via settings and did a factory reset on the base. The led is blue, but now the app cannot find the base! So very frustrating......

[jguerdat]

Check that all devices actually are removed in Settings, My Devices.

@JamesC , @ShayneS any ideas on the need for a subscription being displayed?

[pwilke]

The base and cameras were removed (repeatedly) via settings, my devices. Even when I log into the dashboard via arlo.com, a pop-up appears stating that a subscription is needed to view the cameras. 

[ShayneS]

Let me look in to this and I will provide an update as soon as possible. 

[pwilke]

For anyone wondering- I discovered the problem with the base unit. While the Pro 2 system was down at my home, I added a camera to the Pro 2 system at my business. Apparently there is a 5 camera limit associated with the free 7 day cloud /no subscription feature. Adding that camera put me at that limit.

Unfortunately, I still have a camera flashing blue/amber that I cannot figure out. (Yes, I have followed the steps to reset it.)

[StephenB]

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@pwilke wrote:
there is a 5 camera limit associated with the free 7 day cloud /no subscription feature. Adding that camera put me at that limit.

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You should still get the 7-day storage with 5 cameras - but not with 6 or more.

One option is to set up a different account at your business, and use friend access so you can monitor it from your current account.  Then you'd still get the 7-day storage for the Pro-2s (since the 5-camera limit is per account).