All of my Pro 3 cameras will not sync to Basestation

[StevenBuckingam]

Hi Everyone,

Help is required please.

I have 4x VMC4040P pro3 cameras that have gone offline and will not sync back to the system.

My system consists of

1x Basestation VMB4540 Firmware 1.28.1.0_1937_0d0e9d8

4x Pro 3 cameras VMC4040P Firmware "Unknown" Cannot view due to not being synced.

1x Essential Doorbell Firmware 1.10.0.0_6_663c506_d772 Device is working and can be viewed and operated via the App.

I have tried everything to resend these cameras. When I first purchased these cameras they synced to the system easily, then slowly over time 1 camera would go offline and I would have to re-sync the camera for it to work again and I could then view all 4 cameras.

Now all 4 cameras have gone offline ( it has been a few months now) and they won't resend to the Basestation. I have performed the following procedures to rectify the situation.

Factory reset all devices, this includes,

WIFI router,
Basestation, also connected to the Home App.

4x pro 3 cameras, batteries all 100% charged,

1x Essential Doorbell.

WIFI/internet connection is stable all other devices in the home that connect to WIFI work correctly.

Then I reinstalled Arlo as if I had just purchased the system,

Router set to use the 2.4ghz frequency  

App download and up to date,

Basestation smart hub connected to router via Ethernet cable

Essential Doorbell connected to Arlo App and operate,

Through the Arlo App to now add the Pro3 cameras (I am only trying to add 1 camera at a time) 

Home, Devices, + Add a device, Cameras, Pro Series, Pro3, "we have detected an Arlo Smarthub" Continue, "Insert the Battery into each camera" Continue, Looking for your Camera, Now I wait for Arlo App to find Camera, I get a Blue flashing light on the Camera.

I am now asked "is the search taking too long?" Manually sync Camera,

The camera has timed out as I got an Orange flashing light,

"Press the Sync button on your Arlo Camera", continue,

Press sync button and I get a Blue flashing light on the Camera.

"Looking for you camera" waiting....................

Once again the camera times out with an Orange flashing light.

No devices found.

I have contacted Arlo via support and was on the phone for 1 hour with no luck. Then I was sent to someone else higher up to help but had to wait a few days and life got in the way and I couldn't get back to them in the designated time period.

So here I am asking for help, sorry for the long post. what have I missed?

I have also started a help request (again) with support but they are just asking me to go through the same processes that I have already tried eg. press and hold the sync button for a factory reset.

Thanks.

[jguerdat]

What happens if you remove the connection to the Home app (assuming that's a 3rd party utility and you don't mean the Arlo app)?

DId you follow these directions when resetting, including removing the cameras from your account?

https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

[StevenBuckingam]

Thanks for replying.

I had activated the Home App via the check box in the Arlo App after trying to sync the cameras multiple times without any success. I will disable the Bridge between both apps while I get help here from the Community and Arlo support.

Removing the cameras from your account? I have seen this asked before. How is this done, through the App or through my Arlo account? I know how to remove the devices via the App but I could not see a way to delete them in my online account let nor see them listed.

Conversing with the support team at Arlo they are some how able to see what my 4 cameras were tabled as even though they were removed from the App at least 4 weeks ago.

[jguerdat]

Do you still see the cameras in your account in Devices? If so, go to each camera's settings and choose to remove them via the red box at the bottom. If you don't see the cameras in your account, then they have already been removed.

[StevenBuckingam]

Thanks again for replying,

I have already removed the cameras from the account by the sounds of it. I was hoping there was another place I had to also remove them from.

So theoretically by removing the cameras from the account in accordance with the instructions above, then performing a factory reset via the sync button, the cameras should be ready to be discovered by the Arlo App. Correct?

[jguerdat]

Correct.

How is the doorbell connected - to your WiFi or to the hub? Just wondering if the hub has an issue.

[StevenBuckingam]

Hi,

The Essential Video Doorbell camera is connected to the basestation/Smart hub. It has a QR code that you scan and it connects straight way.

[jguerdat]

The Pro 3 cams can only connect to the hub. When trying to onboard a camera, you say that the blue LED flashes but you don't say whether the flash is slow or fast. If fast, the account thinks it's already connected. 

You say you reset the hub - did you hold the button until the LED flashes amber, about 15 seconds or so?

ANd I'm still confused about the "Home app" - what is that? It really seems to be the Arlo app.

[ShayneS]

Hi @StevenBuckingam 

I see you have Pro 3 devices onboarded at this time. Did you need further assistance?

[Gtiblasen]

I have the same problem, before when I paired the camera I was able to find it among the available wifi networks and it paired fine, now I don't see it, I think it went into some kind of invisible mode and that's why the base can't find it

This all happened after I changed the batteries, so they weren't good anymore. Since then, I've removed the cameras from the account and the problem has been there ever since.

[jguerdat]

Have you tried this?

https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

[StephenB]

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@Gtiblasen wrote:

I have the same problem, before when I paired the camera I was able to find it among the available wifi networks and it paired fine, now I don't see it, I think it went into some kind of invisible mode and that's why the base can't find it

This all happened after I changed the batteries, so they weren't good anymore. Since then, I've removed the cameras from the account and the problem has been there ever since.

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Were you trying to pair with an Arlo Hub?  

What camera models do you have?

[Gtiblasen]

i havent any devices on app only base station

[Gtiblasen]

Could it be a problem that I don't have a subscription?

[StephenB]

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@Gtiblasen wrote:

i havent any devices on app only base station

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What camera model do you have?

How are you trying to sync them?