Cannot connect to base station all of a sudden

[Umfiki]

Hi, We have an Arlo Pro system, it was working perfectly and all of a sudden it won't connect anymore. We reset the base station and still it's not able to pick up the system (we are using Windows web interface and tried the IOS app). We have tried Chrome, Firefox, Internet Explorer and Edge, but it never discovers the system. I took it to another house and it discovered the base station within seconds. We have now tried another brand new router and that also did not work. Oh, we also have an older VMB3000 and that has the same results, even after factory formatting it numerous times.Please can you suggest what else we can try to connect the base station.

[Umfiki]

And this is the reply from Arlo - which made no difference

Your Case Details
Case Number: 
Subject: BS station offline from the 5th Jan 2020

Case Update


Good afternoon!

The most recommendable is to remove the base station from the app firstly, but doing that by: https://kb.arlo.com/1713/How-do-I-remove-a-device-from-my-Arlo-account

Another step is to reset the base station by these steps, but try the reset for 30 seconds, instead of 10: https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-SmartHub-or-base-station-to-the-default-values

Remember that only after the two main lights get green, you will be able to go Add New Device --- Base Station --- and follow the steps until adding the base station.

It would be useful to verify with your ISP if the router has the ports 443, 123 and 80 available for letting the activation of the base station and ask if something about firewall has been avoiding the connection.

If you could add your base station by my.arlo.com using your email and password, you could discard this has not been any problem issue with your app, try to add the devices by the best wifi possible, I mean, using by the device that has the best velocity for opening the website my.arlo.com

I will be waiting for you.

Have a nice day!
Carlos
Arlo technical support

[NewfieDrool]

Did you use the same cable to connect the base station to your friends, if not worth checking.

[jguerdat]

Also, was the ISP different between your house and the other one? At your house, what were the LEDs showing on the base?

[Umfiki]

Yes, different ISP.

On base station left light is solid green centre light solid green but sometimes flashing, right hand light orange

[Umfiki]

Tried 6 different cables

[NewfieDrool]

Can you connect via cellular by any chance? Don’t use your Wi-fi.

[Umfiki]

I have tried to connect via wifi on IPhone XR and Ipad Pro. The Arlo app on both was downloaded from the App Store. Until January 5th I could access my 8 Arlo cameras from anywhere in the world on my PC, phone or Ipad. Now nothing. It just does not see the base stations (both the 3000 and 4000). 

[NewfieDrool]

I take it you have a subscription due to the amount of cameras?

[Umfiki]

Yes I do

[NewfieDrool]

Ok, so if you log into your account everything shows ok, payment details and so on.

double check that info as I’m not sure what happens if there’s an issue with payment.

My next question is you mentioned a new router, is it the same as the old one or different?

[Umfiki]

account is up to date. Router is the same

[NewfieDrool]

Ok, some times updates to routers firmware can create issues. Have you checked any type of permissions or access control within the router software including any type QoS?

is this router an isp supplied one or one you purchased? 

also double check parental controls if it has that. 

check if UPnP is enabled and if you have smart setup or it’s equivalent turn that off.

it does sound like it’s some kind of access issue maybe where it’s denying you access to the basestation. if so that’s router side.

[Umfiki]

I have tried every solution above and none of them have worked. I have also had an IT specialist at my home and he has also gone through every routine and test described above and the system still does not see either of my base station ie 4000 and 3000. When he takes them to his house they both connect immediately. I am sitting with 6 cameras that are now non functional and no solution from Arlo. Rather a poor show for such an expensive system

[NewfieDrool]

Can you borrow a different branded router if possible and try that. It can only be down to your network if it tests out ok elsewhere by 2 different people. 
im sure he checked through router settings ie access yes?

what router have you at the moment?

i would also check to see if your router has had any firmware updates and if so depending on manufacturer you can sometimes roll back to a previous version. It’s not unknown for firmware to cause issues.

[Umfiki]

We have swapped out the Zyxel router supplied by my ISP and replaced it with a Tenda router. It has made no difference. I also contacted my ISP and they checked their router and all their settings and they say there is nothing blocking the set up of the router. I have also 

1. Removed all devices from my account. This account is fully operational and paid up

2, Reset the base station (both my 3000 and 4000) to factory default 6 times holding down the reset button for more than 30 seconds

3. Checked all internet connections and restarted the fibre regulator and router several times

4. Tried to connect from mm Iphone XR via wifi and my Ipad Pro several times via wifi

Still zero and the base station remains unseen 

[StephenB]

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@Umfiki wrote:

We have swapped out the Zyxel router supplied by my ISP and replaced it with a Tenda router. It has made no difference. I also contacted my ISP and they checked their router and all their settings and they say there is nothing blocking the set up of the router. I have also 

1. Removed all devices from my account. This account is fully operational and paid up

2, Reset the base station (both my 3000 and 4000) to factory default 6 times holding down the reset button for more than 30 seconds

3. Checked all internet connections and restarted the fibre regulator and router several times

4. Tried to connect from mm Iphone XR via wifi and my Ipad Pro several times via wifi

Still zero and the base station remains unseen 

---

When you power up the base, what is the status of the LEDs?  https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-base-station-mean

Have you tried using my.arlo.com from a PC (ideally using ethernet)?

Was your IT specialist's home system using the same ISP that you are using?