VBM4500r2 firmware not updating from 1.16.3.4

[rallymaster]

Hello all, I have a weird one... I am a long time arlo user, but new to the forums.  I have done a bit of searching and I am trying to replace my base with a "newer" one and I bought it new awhile back.  I have been trying to get it to manually update the firmware from 1.16.3.4.  I have waited longer than 24 hours, I have tried the app no idea how many times and even the my.arlo site.  The app will say its checking for updates, I will either gets a "Firmware status could not be checked" (old one had just updated so it's not connection) or I will get a big question mark and it will not update.  According to forums it should go to 1.21.1.0.  

Is there a way to push an actual firmware update to get it past this block of 1.16.3.4, like set a DNS to point at a certain arlo server or what have you?  Thanks in advance!

[Edinburgh_lad1]

Thank you @BrookeN for the message. I'll re-connect the base station around 2pm your time (which I believe is California).

The problem is that on the app, the base station shows as offline even though it has the blue light. It was online last week but something happened outwith my control and despite many resets, it shows as offline.

Is this something that Arlo can control? I find it strange that it was online, then no matter what I do, it is offline again, with no changes to my configuration. 

[BrookeN]

I am actually MST and we actually do not have any access to do that. I am wondering if that particular basestation may have a hardware issue. 

[Edinburgh_lad1]

There is no hardware issue. @BrookeN 

If there is any issues, it's with the software/firmware/server, so an Arlo issue.

Anyway, it's connected now. 

[BrookeN]

I reached out to have that moved over to the field trial. I will let you know as soon as it is done. 

[Edinburgh_lad1]

Morning @BrookeN 

Any further news on this please? I can see that my base station VMB4500 is still on the factory firmware: 1.12.xxx. It's online and ready for the field trial.

Thank you.

[BrookeN]

You should see the Field Trial on there as of this morning. It was added yesterday but the updates happen at night. Please let me know if you have it this morning. 

[Edinburgh_lad1]

@BrookeN 

Thanks for the effort.

I can see that my other base station (SmartHub 5000) had a check for firmware at 4:45am this morning (it's 4pm here in Scotland as I'm writing this message). 

However, when I check the base station 4500, I can see that the old firmware is still there. Also, restarting it hasn't helped in any way to get the trial firmware.

Selecting the button 'Update' in response to the message 'A firmware update is required for this camera, but its battery levels are too low to proceed' isn't helping - it takes me back to the main screen of the app.

Trying to add a new camera (for example, Arlo HD) and selecting VMB4500 results in this base station looking for firmware and saying 'Your Base Station's firmware is up to date'.

So, something is clearly not working at Arlo's end. 

[rallymaster]

@BrookeN Not quite sure where I am supposed to see Field Trial on the unit.  I have reset mine a couple times and still no joy on upgrading the unit.  Thanks!

[Edinburgh_lad1]

@BrookeN 

Morning 

I'm afraid no new firmware.

Does this new firmware exist at all?

Can we please have an actual date by which this is going to be sorted out? (Out of respect for us as customers, not to mention just general politeness.)

Thank you.

[T2nel]

I have exactly the same problem, I have new VMB4500r2 base station and it's firmware is 1.12.1.2_27956 and if I set it up it says that "Firmware status could not be checked". I have kept it online during the night and it will not update the firmware. Tried reseting, restarting, still nothing.