Arlo app can't find the base station nor the cameras

[bogusz245]

Hi
I have a problem with my base station. Suddenly it stopped communicating with the cameras. I tried resetting my router and also my base station and now I can't even find the base station. I've already tried:
-reset
-new setup
-creating new account
-setting up with other devices than my own
-reinstalling the app
My base station is VMB4000 Wireless
Best regards Bogusz

[jguerdat]

What are the LEDs on the base showing? If you truly reset the base, you should have only the power and Internet LEDs as green with the Camera LED either off or amber.

[bogusz245]

@jguerdat Yep, the leds are lit like you said.

[jguerdat]

And all devices have been removed from Settings, My Devices?

[bogusz245]

I dont even see that option so I guess that they are removed.

[jguerdat]

I would think that a blank system (no devices installed) would still have a section under Settings called My Devices. Maybe not but what do you see under Settings?

[bogusz245]

@jguerdat On a mobile device I don't see anything, but on my pc I see My devices and Shared devices and there is nothing in them.

[StephenB]

You said you tried creating a new account.

Are you using the old account or the new one?

Did you remove the devices from the old account before you tried adding them to the new one?

[bogusz245]

Yes I did delete. I checked both accounts, My devices tab does not appear.

[StephenB]

Did you try adding back the base using the web ui?

If that still fails, then contact support: https://www.arlo.com/en-us/support/contact.aspx