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]

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@fisian wrote:

Unfortunately I only have these 2 cameras with their base and the one router the base is connected to.

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@BrookeN  is asking if you can do the install from another device.  For instance

• a PC (browse to my.arlo.com)
• a tablet with the app installed (logging into the same account)
• another phone with the app installed (again, logging into the same account)

[fisian]

I have tried accessing the web interface, but it keeps asking me for a subscription and does not allow me to proceed without it. I assumed that a 7 day cloud retention should continue to remain free for Arlo Pro 2? Or is there another way to log in online?

[BrookeN]

You should be able to log into My.Arlo.com without a subscription. Can you send me a screenshot of what you are seeing when trying to log in. 

[StephenB]

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@fisian wrote:

I have tried accessing the web interface, but it keeps asking me for a subscription and does not allow me to proceed without it. 

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If you are using your phone or a tablet to access the web interface, then use a PC instead.

[fisian]

Thanks, I have managed to access the online dashboard in a browser now on a different computer. On Android / mobile, I still cannot get past the subscription options.

Anyway, in the dashboard I can see the base station just like in the android app. I have tried adding a camera in the following way:

- clicking a plus sign in top right

- clicking on "others"

- clicking on "Arlo"

- following the instructions on the screen (pressing a sync button on the base until it starts flashing, pressing a button on the camera, waiting for faster flashing)

In the end, the result is exactly the same - the lights on the base station and the camera both first flash slowly (blue), and then - SIMULTANEOUSLY - start flashing fast (so they see each other), but then the light on the base station stops flashing, the light on the camera turns off and there is no camera added in the dashboard.

Do you have any ideas on what else to try?

Thanks!

[fisian]

a kind reminder of the message above.

Thank you very much.

[BrookeN]

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. 

[BrookeN]

@fisian thank you for providing that information, support will be reaching out to you as soon as possible. 

[fisian]

Thank you. It would be great if they could reach out to me today, anytime within the next 12 hours as I will be leaving and would like the system to work. Would you please relay this to the support team?

[Mushy1976]

I have exactly the same problem. One camera stopped working a while ago so I tried to add it to the system again after taking out the battery for a minute then ran through the process again on my laptop and wouldn't connect or be visible again lights looked like they had connected but alas no it was just seeming like it as the lights changed from blue slow flash to fast on the camera then stopped.  Both cameras now won't work. 

[BrookeN]

Can you try to add them to the account by using a different device by chance?

[Mushy1976]

Yes i did try numerous times on my phone too

[BrookeN]

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.