Arlo Pro 3 Base Station not Connecting to Internet

[petermcphee]

Hello, My Arlo system has been working fine for years. However, recently I logged into the mobile app to turn off one of the cameras so I could charge it. The system then went offline and hasn't come back since. The base station blinks an orange light. The base station is connected to the wireless router by LAN cable. I restarted the base station, didn't connect. I restarted the modem, router and base station in that order, still not connecting. I used a different LAN cable, didn't work. I took the base station into another room and plugged it into a LAN port that is connected to the Internet via power socket ports. Didn't work. I tried different Internet ports on the router. Didn't work. I pressed the reset button and the sync button on the base station. Didn't work. I don't know what else to try but it just won't connect to the Internet. I called Arlo support but no answer and left my number to call back yesterday but no return call. Any ideas on what else to try? Thanks, Peter.

[jguerdat]

It may be a faulty router or power supply. Use a voltmeter to measure the voltage at the connector to ensure it's 12 volts DC. You may need to remove all devices from your account, reset the hub, add it back and then your cameras. A real PITA but it usually works. https://kb.arlo.com/1057976/How-can-I-factory-reset-my-Arlo-SmartHub-or-Base-Station Of course, it could also be an issue with the ISP so try them first.

[petermcphee]

Ahh, the factory reset did the trick. Even though the light was blinking orange, the base station must have been connected to the Internet as when I did the factory reset I received a notification on my phone; I just couldn't see anything through the app. Anyway, I added the cameras back and all is good. Thanks for your help, much appreciated! Peter.

[DJArlo]

What's the firmware of your hub after the factory reset?

[petermcphee]

1.25.1.0_1687_1f1c874

[DJArlo]

Coincidently, I just got that Fw version and 2 of my Pro 3 cameras have been offline since 18/19 October. I know that Fw version is new, since Support didn't know about it when I asked them, and the Firmware Release Table does not list it, yet. https://community.arlo.com/t5/Firmware-Release-Notes/Arlo-Firmware-Release-Table/m-p/1920885#M791

[petermcphee]

Ah, that is interesting as my Arlo went offline from the 20th until today. I'm in Australia, so I might be ahead of you time zone wise? Perhaps they went offline at the same time due to a firmware issue?