My bad station is off line but the light is blue.

[Jandk2002]

My base station is offline my internet's working fine and the light on the front of the base station is blue. I've already followed all the steps Arlo gave online and none of that fix the problem. Anyone have any advice? 

[StephenB]

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@Jandk2002 wrote:

My base station is offline my internet's working fine and the light on the front of the base station is blue. I've already followed all the steps Arlo gave online and none of that fix the problem. Anyone have any advice? 

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Not sure what steps you followed - the reset procedure is here:

• https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-SmartHub-or-Base-Station

[Jandk2002]

Thank you for the link but I have already reset it. It did not help. I have followed every step in the troubleshooting guide that I could find. Any other suggestions? The Arlo system has worked for the 2 years we have had it, then all our cameras went offline about 2 weeks ago. We were away so when we got home we did all the troubleshooting and still nothing the light is blue but the app says the base station is offline. Our internet here is fine no issues with it for any other items. 

[StephenB]

Do you have a subscription?

[Jandk2002]

No I do not

[StephenB]

Can you double-check that the base is showing up in your router's device list.

Have you tried uninstalling and reinstalling the app?

[Jandk2002]

thank you so much for trying to help me I really appreciate it. I did verify that the Arlo is in my Wi-Fi routers list. I just now uninstalled the app and reinstalled it. That still didn't fix the problem. I again reset the Arlo by unplugging it from both the internet and power and also reset it with the button in the back that you hold a pin in. I removed the base station and reinstalled it. Once reinstalled the next step is it checks for updates and that fails every time says it was taking too long. The whole time the light on the front of my base station remains blue. 

[StephenB]

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@Jandk2002 wrote:

Once reinstalled the next step is it checks for updates and that fails every time says it was taking too long. The whole time the light on the front of my base station remains blue.

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I suggest power-cycling the base, and then leaving it for a while to see if the firmware update check completes.

[Jandk2002]

I have power cycled it probably a hundred times by now LOL. It will not update the firmware. It times out and says it failed. I also noticed now when I try to reset the base station the light remains blue the whole time it never flashes or turns Amber. I'm certain I'm getting the reset button pushed because I can feel it and hear it click when I push it in. Today after I reset it and removed it, it won't even add the device back in.

[JamesC]

Jandk2002,

If the LED behavior doesn't indicate the reset is completing, then the reset is not successfully completing, which will result in what you're experiencing (inability to add the device back to your account). Try resetting again to see if you get the LED behavior described in the KB article linked above.

JamesC

[Jandk2002]

I did try to reset it multiple times and it will not turn the light orange. It just stays blue. After leaving a bad review on Arlo's Facebook post I was contacted by them and offered a one time phone call for troubleshooting. They called yesterday and said they "think" my base station is bad but are unsure. I am out of warranty so I have decided to give up on Arlo as I was unaware they will not allow a phone call to help with any issues after that first year. I find that to be terrible customer service. I ordered a new camera system from the security system we currently have instead. But I thank you so much for trying to help me. I truly appreciate your efforts.