Arlo Pro2 not connecting back to Base Station VMB4000

[Ken_Wong]

Started off with a need to pull off both Arlo Pro2 camera from their set location for charging. After charging, the Arlo app wasn't able to connect to the Pro2 camera. On checking the Base station, it wasn't able to connect either.  

Did a host of troubleshooting including the internet port cable, nothing works. So I did a hard reset for the Base Station. It is now working with 3 green lights and the Arlo app can detect the Base Station.

However, I have another problem now. In doing the hard reset, all the existing camera were removed, and needs to be reconnected. The problem is now they cannot be detected during setup - after synch both the base station and camera, where the base station has flashing yellow lights (for the camera) and the cameras had flashing blue lights.

To mitigate possible low power issues, I had test synch a camera that is still charging with cable as well. Same blue lights, but no detection. I did also notice that the Arlo phone app seem to be different - seems to also had a version update that was done automatically.

What could be the issue here ? Any suggests from Arlo experts?

[StephenB]

Did you try using "add device" in the app?

Or were you using the sync buttons on the base and cameras?

[Ken_Wong]

Yes, it was using the "add device" from the app, following the provided instruction - pressing the camera sync button. Once the blue slow flashing light is seen on the camera, to then proceed on the apps. It takes forever, but still doesn't detect. Doing the same thing, I also did try pressing both the sync button on the base station and camera via the "add device". Didn't work either.

[StephenB]

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@Ken_Wong wrote:

Yes, it was using the "add device" from the app, following the provided instruction - pressing the camera sync button. Once the blue slow flashing light is seen on the camera, to then proceed on the apps. It takes forever, but still doesn't detect. Doing the same thing, I also did try pressing both the sync button on the base station and camera via the "add device". Didn't work either.

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Try using a PC (my.arlo.com).  That sometimes works when the app fails.

[TomMac]

On the Pro/pro2 with the 4000 base... you can try to sync without the app.

Just directly press the base sync button and then the pro2 sync button  ( these older cameras still sync without apps )

[jguerdat]

And, FWIW, don't hold the base sync button - just briefly press it to get the base LED flashing.

[Ken_Wong]

Just tried that. No better than the mobile apps. Any chance it could be the camera battery problem that is causing the linking issue to the base station? Without being able to link, I won't be able to see the camera's battery charge level status.

[Ken_Wong]

Tried that as well. The camera after awhile shows the fast blue flashing lights. The base station seems to respond in kind as well with blinking internet status, and blinking camera synchr light. But at the end of that, the apps doesn't register any camera is linked to the base station still.

[Ken_Wong]

Yes I am aware. Hold the button roughly 2-3 seconds. Base station will then have flashing lights on the camera synch. Doing the same of the camera, will trigger a slow blinking blue light. As mentioned above, the blue light in the camera after awhile change to a quick blinking blue light. But after the blue light in the camera disappears, on checking the apps, the camera still did not link up.

[jguerdat]

2-3 seconds is definitely too long. Press the base sync button for <1 second.

[lapietra]

I have just installed my brand new Arlo Pro 2 (main station, 2 cameras; yes I know many years have passed... better late than never), and I have the exact same problem : 2 green lights, one amber light on the main station. I tried the whole procedure 3 times : sync (cameras: quick blue lights then off) after the hard reset. This means that the main station has access to internet, but does not communicate with both cameras. Did somebody found a solution ?

[StephenB]

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@lapietra wrote:

I have just installed my brand new Arlo Pro 2 (main station, 2 cameras; yes I know many years have passed... better late than never), and I have the exact same problem : 2 green lights, one amber light on the main station. I tried the whole procedure 3 times : sync (cameras: quick blue lights then off) after the hard reset. This means that the main station has access to internet, but does not communicate with both cameras. Did somebody found a solution ?

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AFAIK it is not possible to do a hardware reset on the Pro 2 cameras.  (I know that @BrookeN thinks otherwise, and I have asked @JamesC to follow up with Arlo development).

That said, how have you tried to install the cameras?

1. the manual sync method (first briefly pressing sync on the base, and then pressing sync on the camera)?
2. "add device" in the app?
3. "add device" on a PC (my.arlo.com)?

[lapietra]

thanks, yes I tried the 3 methods that you mentioned

[jguerdat]

Maybe I'm misreading @lapietra's post but it sounds like the base hasn't been claimed yet (the Camera LED is amber). The first step is to claim the base and then the cameras.

[lapietra]

thanks, sorry but how can I claim the base ? by reading the manual, I thought that the first green light is the power, the second green light is that the base station is connected to internet, the third light is the status of the connection baseStation-camera

[jguerdat]

You're right but the Camera LED when first installing is for whether the base is claimed. Here's the basic FAQ:

https://kb.arlo.com/000062876/How-do-I-connect-my-Arlo-SmartHub-or-Base-Station-to-the-Internet-Arlo...

Use the app (or a computer browser set to my.arlo.com) to claim the base first. You should then be able to manually sync the cameras to the base by briefly pressing the base sync button - don't hold it - and then a camera button. Of course, you can also use the app or web client process to add the cameras if you wish.

[lapietra]

thanks @jguerdat , I followed your steps :

1. removed batteries from both cameras

2. hard reset base station

3. on base station, waited for 2 fixed green lights and 1 amber fixed light

4. my.arlo.com : search for Arlo Pro 2 BaseStation/Hub (not Camera as before...). "Your Base Station could not be discovered"

5. app Arlo Secure : search for Arlo Pro 2 BaseStation/Hub (not Camera as before...). "Your Base Station could not be discovered"

With the program Wireless Network Watcher I checked that the base station has an IP address (192.168.1.13), but I still get "Your Base Station could not be discovered".

I tried the whole procedure twice. What else could I do ?

[jguerdat]

There was a moderator post a while ago that suggested old bases with old firmware may not be able to be claimed due to that old firmware. It would appear you're one of the lucky ones. @JamesC , @ShayneS , @BrookeN can you confirm and suggest any workarounds?

[BrookeN]

@lapietra can you dm me the serial number of the VMB4000 please as well as your contact information including phone number and a good time to reach out to you. Thank you. 

[lapietra]

thanks a thousand @BrookeN 

[BrookeN]

Thank you for providing that information. It more than likely will be next week before someone reached out due to the holiday. 

[Anthonyraymondo]

Hi, similar problem

Base station  VMB4000 S/N 4RD38A78A22E7 this is connected ok to app but I cant add my Arlo Pro 2 cameras.

ive tried factory reset and although I see a tick when I’ve tried connecting on pc. The cameras don’t appear.