Trouble connecting Base Station to new WiFi connection. Tried factory reset.

[Jafeto]

I have an Arlo Pro 2 system since 2018, and I’m having trouble with connecting the Base Station to a new WiFi connection.

I’ve followed the directions and the App doesn’t find the device. I’ve tried the Factory Reset but it doesn’t work either since no amber lights come after pressing the reset button for 10 seconds.

On the other hand, since I’m living in Mexico, I don’t have access to Arlo Secure, and I haven’t found any answer that could help me solve this issue.

This is driving me crazy as this problem just came across a few days ago when I moved to a new place.

[StephenB]

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@Jafeto wrote:
I have an Arlo Pro 2 system since 2018, and I’m having trouble with connecting the Base Station to a new WiFi connection.

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Do you mean connecting it to a new router with ethernet?  Or something else?

What base station model do you have?   What LED status are you seeing?  https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-base-station-mean

[Jafeto]

I'm trying to connect the Base Station to a new router with ethernet.

However, this seems to work according to the leds on the front, because the internet led is blinking green.

On the other side, once I believe I'm connected to the router with ethernet, the device seems to be not discoverable from the Arlo App, therefore I cannot set it up 😞

[StephenB]

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@Jafeto wrote:

On the other side, once I believe I'm connected to the router with ethernet, the device seems to be not discoverable from the Arlo App, therefore I cannot set it up 😞

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Have you tried adding it from a PC browser (my.arlo.com)?

[jguerdat]

First, it would seem that the system has worked in the past and you simply are moving to a new location. Is this correct? If so, theoretically, all you would have needed to do is to unplug the system at the old location and plug it in at the new one. The system simply needs Internet access to work and is not location or router specific. There are possibilities that keep this from working but it seems they aren't in play since the Internet LED is green and occasionally blinks, both of which are normal.

You say you held the reset button for 10 seconds but never got the LEDs to start flashing amber which indicates that you didn't hold it long enough for a reset to actually happen. That leads to LEDs again - what are all 3 doing, including color? Is the Camera LED off, amber or green? Do you have any cameras powered on? WHen first installing the camera battery, did you get the blue blink that shows the battery is connected followed by a pause and then rapid blinking blue, indicating connection to the base? If all 3 are green, the system is already working normally and you can't set it up again - it's already set up.

If the camera LED is off or amber with at least one camera powered on, that means the system needs to be set up again. Remove all devices in Settings, My Devices. Hold the reset button until the LEDs flash amber - longer than 10 seconds. Once the base reboots to green power and Internet LEDs, the Camera LED should be off or amber. Claim the base as if new and then connect the cameras.

[Jafeto]

Trying to add the device from a PC browser didn't work 😞

[Jafeto]

Hello!

Yes, the system worked in the past and I moved to a new location; I did unplug the system and plug it at the new one. However, the device stopped being recognized and I deleted it from My Devices, trying to start a new setup.

When I tried the factory reset, I first made sure I was pushing the right button. I pushed this for more than 3 minutes and nothing happened. I wondered that the lights might be working wrong, so even when I didn't get the amber lights after those three minutes, I tried to add this device, but this didn't work.

The LED that indicates that the cameras are connected was solid green so I also removed the batteries from the cameras to avoid the connection, and started all the recommendations again, but this didn't work either.

This is definitely driving me nuts.

Could it be that the motherboard is damaged? Although I don't know if this makes sense, the system was working days ago at the old location.

Does it have to do that it was connected in the past to an old router and now it is connected to an optic fiber router?

What about the factory reset not working?

[jguerdat]

Could be a faulty base but first, back to the reset. When you pressed the tiny hidden button, did you hear/feel it click? It's possible to actually miss the button because it's so small.

[Jafeto]

Hello, @jguerdat!

I did hear/feel the click; I actually did it several times, each time for a longer time and none of them worked 😞

[jguerdat]

Unfortunately, I'm going with a faulty base...