Arlo|Smart Home Security|Wireless HD Security Cameras
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Rolandnz
Star
Star

For just over a month the Arlo Hub has been working fine and then just today it will no longer connect to the internet. Which is really great timing the free month trial for Arlo Smart is done and I've just been billed for a full years subscription. I have unplugged, turned off/on, factory reset and it will still not connect. I have changed network cable same result. Any ideas? Is it dead? If it's dead, then it really has me questioning the quality and robustness of the product. This is meant to be a home security product that you can rely on. Sadly this does not appear to be the case at the moment.

1 ACCEPTED SOLUTION

Accepted Solutions
Rolandnz
Star
Star

Advise on troubleshooting

 

  1. Identify on modem to see if the Arlo Hub is trying to connect.
  2. Look for a device on your network with the name VMB4000 (depends on your base station model).  This device should be attempting to connect to Arlo's online services. 
  3. Perform a traceroute to test connectivity to Arlo's online services.  For me I could see the hub attempting to connect to 63.33.73.250:443 and 52.211.173.13:443.  
  4. Open a command prompt and type tracert 63.33.73.250
  5. After a while it should be able to reach the final destination IP.  If not then there's a routing issue impacting your home internet and you need to contact your ISP.  

 

 

 

 

View solution in original post

13 REPLIES 13
Dannybear
Master
Master

Is the middle LED on the base green or blinking green?

Do you know if you still have internet from the ISP?

Can you access the arlo site using a web browser via the same internet that the base is plugged into?

Have you contacted support to walk you through setting up the base after a factory reset?

Rolandnz
Star
Star
Yes, internet is working fine on every other device. The middle led is solid orange. Power led is solid green.

I have followed the support articles on how to perform a factory reset and rediscover the device, but discovery fails to find the hub.
Dannybear
Master
Master
Ok, others here may have some ideas.

I’m about to do a factory reset on my hub again today so will update here of how it went in case it is any help or I might be needing help myself.
jguerdat
Guru Guru
Guru

An amber Internet LED means the base is connected to the router but not to the servers. Sometimes this is fixed by simply rebooting both the router and base, in that order.

 

A reset is best done by removing all devices from Settings, My Devices. If desired, also hold the reset button until the LEDs flash amber. When rebooted, claim the base normally.

 

You may be unable to claim the base because you didn't actually reset. If the LEDs are what you describe now, thats why you can't claim the base - it's already claimed.

Dannybear
Master
Master
Ok, just completed a factory reset of my pro2 base and all went smoothly for the setup except for the reloading of the schedules, modes and rules etc.

I followed the instructions provided to me seen below.

To Remove the base station from your account.
- Login to your account.
- Go to settings. Click my devices. Select the base station.
- Hit remove device button.

Then Reset the base station:
- Reset the base station using a paper clip. Press and hold only the reset button at the back of the base station for 30 sec's to a minute until it shows blinking amber. (Here the right hand led showed me green.)
- Turn off and turn on the base station. Wait until the base station will respond and will show 1 or 2 green lights.

Then Re-add the base station:
- Go to Devices and tap on add device.
- Select the base station only and follow the on-screen instructions until able to add the base station. (Here it is Important to choose the base from the list provided not the camera)

Then Sync camera.
- Press the sync button on the base station, just once then release. The 3rd LED from the left will flash green.
- Press sync button on the camera, just once then release. A blue LED will blink blue slowly then rapidly.

Check and adjust schedule, mods, rules in case they get deleted or changed.
jguerdat
Guru Guru
Guru

Unfortunately, a reset wipes all settings, modes, rules and schedule. Making notes of these prior to the reset is the only thing you can do to speed recovery.

Rolandnz
Star
Star
I have removed the device from the app, and factory reset. It still shows as orange on the internet led.

And the hub cannot be rediscovered. It's in the same network as the device with the app.
Rolandnz
Star
Star

An update.  I see the Hub is trying to connect to two external IP's ( 63.33.73.250:443 and 52.211.173.13:443), but there appears to be a routing issue.  So maybe the Hub is ok, it's just getting lost on the path to the Arlo services for someone weird reason.  

 

1 1 ms 1 ms <1 ms 192.168.0.1
2 2 ms 2 ms 2 ms 
3 * * * Request timed out. 
4 39 ms 26 ms 26 ms 202.68.70.57
5 144 ms 143 ms 143 ms ae-13.r24.osakjp02.jp.bb.gin.ntt.net [129.250.4.240]
6 237 ms * 237 ms ae-4.r23.sttlwa01.us.bb.gin.ntt.net [129.250.3.60]
7 231 ms 232 ms 232 ms ae-0.r22.sttlwa01.us.bb.gin.ntt.net [129.250.6.29]
8 305 ms 310 ms 305 ms ae-0.r24.nycmny01.us.bb.gin.ntt.net [129.250.4.14]
9 361 ms 359 ms 358 ms ae-9.r24.londen12.uk.bb.gin.ntt.net [129.250.2.19]
10 367 ms 368 ms 367 ms ae-3.r05.londen12.uk.bb.gin.ntt.net [129.250.4.245]
11 315 ms 309 ms 317 ms 212.119.4.70
12 375 ms 370 ms 370 ms 54.239.100.226
13 374 ms 379 ms 384 ms 54.239.101.39
14 * * * Request timed out.
15 380 ms 381 ms 380 ms 54.239.44.142
16 * * * Request timed out.
17 411 ms 383 ms 386 ms 52.93.6.144
18 380 ms 380 ms 381 ms 52.93.101.3
19 395 ms 396 ms 415 ms 52.93.101.58
20 383 ms 383 ms 383 ms 52.93.7.79
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 ^C

 

Tracing route to ec2-63-33-73-250.eu-west-1.compute.amazonaws.com [63.33.73.250]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.0.1
2 2 ms 2 ms 2 ms 
3 * * * Request timed out.
4 63 ms 41 ms 28 ms 202.68.70.57
5 143 ms 146 ms 144 ms ae-13.r24.osakjp02.jp.bb.gin.ntt.net [129.250.4.240]
6 238 ms 238 ms * ae-4.r23.sttlwa01.us.bb.gin.ntt.net [129.250.3.60]
7 232 ms 232 ms * ae-0.r22.sttlwa01.us.bb.gin.ntt.net [129.250.6.29]
8 308 ms 307 ms 315 ms ae-0.r24.nycmny01.us.bb.gin.ntt.net [129.250.4.14]
9 365 ms 365 ms 362 ms ae-9.r24.londen12.uk.bb.gin.ntt.net [129.250.2.19]
10 367 ms 366 ms 366 ms ......

Dannybear
Master
Master
Would it be an option to take the base to another residence that has a different isp and see if you can capture the base.
Also try using the mobile on cellular data to see if it makes a difference.
Rolandnz
Star
Star
I didn't take it another place. I created a VPN and workaround the routing issue and it's now connected. Have logged a call with ISP on why the routing isn't working as expected.
Dannybear
Master
Master
Thanks for letting us know, smells a bit like the AT&T debacle.

Do you have any advice on how to help others that may have similar issues going forward.
Rolandnz
Star
Star

Advise on troubleshooting

 

  1. Identify on modem to see if the Arlo Hub is trying to connect.
  2. Look for a device on your network with the name VMB4000 (depends on your base station model).  This device should be attempting to connect to Arlo's online services. 
  3. Perform a traceroute to test connectivity to Arlo's online services.  For me I could see the hub attempting to connect to 63.33.73.250:443 and 52.211.173.13:443.  
  4. Open a command prompt and type tracert 63.33.73.250
  5. After a while it should be able to reach the final destination IP.  If not then there's a routing issue impacting your home internet and you need to contact your ISP.  

 

 

 

 

Dannybear
Master
Master
Kudos😀
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