Arlo Pro 2

[SandraSS]

My cameras had been working great for years, I had a power outage and now they won't work. I cannot discover my base station even though it is showing as connected to the internet. I tried resetting it to factory settings, deleting my app, and using another device to locate it. Nothing has worked. Could there be something wrong with the base station?

[jguerdat]

The outage could have produced a voltage spike that damaged the base in some way. 

What are the LEDs showing? If you actually reset the base by holding the button until the LEDs flashed amber, you also have to remove everything from Settings, My Devices before you can claim it again. If you didn't actually hold the button long enough and you have 3 green LEDs, you can't claim it since it's already claimed in your account. Is it listed in your devices and shown as online? If not, remove everything as above and start fresh.

[SandraSS]

Thank you for your advice. I held the reset button until it turned amber. Now the first two lights are green and the third light is amber. I had deleted the app and reinstalled it, now the app is not showing any devices. When I try to search for an available Arlo device, it says device not found. 

[jguerdat]

Did you also remove everythinng from Settings, My Devices after performing the hardware reset? That's needed to free up the base from your account so you can claim it again.

[SandraSS]

How do I do that? When I look at settings on my app, and look under “about,” it has a version and release date. Does that mean there is still an associated camera system? How do I delete that?

[StephenB]

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@SandraSS wrote:

How do I do that? When I look at settings on my app, and look under “about,” it has a version and release date. Does that mean there is still an associated camera system? How do I delete that?

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Are you seeing any devices (perhaps off line) when you select settings and then my devices?

[SandraSS]

I don’t see any devices under settings

[StephenB]

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@SandraSS wrote:

I don’t see any devices under settings

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Then you must have removed them from the account already.

[jguerdat]

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@SandraSS wrote:

I don’t see any devices under settings

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To be clear, devices aren't found under Settings - you then have to look in My Devices.

[SandraSS]

So when I deleted my app, all my devices disappeared. So I guess I have done all I can? The storm damaged the base station is probably what happened. What do you recommend for a replacement? Many versions have come out since I bought my Arlo Pro 2. Thank you for any advice you can give me!

[jguerdat]

Deleting the app doesn't do anything to your account and cameras. Install the app, log in with the original credentials and all should be there (if you didn't delete them from Settings, My Devices). You can also try a computer browser pointed at my.arlo.com to see if it's any different.

[StephenB]

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@SandraSS wrote:

So when I deleted my app, all my devices disappeared. 

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When you reinstalled it, did you accidentally set up a new account?

[SandraSS]

No, I now remember that I deleted my devices.  I have tried everything recommended to discover my base station including using my phone, iPad and computer but nothing has worked. It must have been damaged by the power outage, even though it is showing connected to my internet with two green lights.