Cannot Connect Base Station

[jojo9610]

We've had our cameras for over a year and our Base Station went offline a month ago. We're about to tear our hair out with Arlo support trying to get it fixed. They've sent us a new base station, no luck with that. We've tried resetting, changing out the batteries, taking it to the neighbor's house, everything Arlo support has told us to do. Now they call daily and have us doing the same things over and over again. It's almost like they want us to get so frustrated that we'll just let them off the hook and say we'll go with a different company. We need our cameras so we are looking at different companies but we're not ready to let them off the hook just yet. I want to see what solution Arlo will come up with, if any. 

[jguerdat]

It would help to know what base station you have as well as all details. What are the LED(s) on the base showing? What are you seeing? Exactly what have you tried? Any error messages? Have you tried both the app and a web browser to claim the base?

[jojo9610]

We have the VMB4500 model. When we try to install the bad station it will go solid blue for about 30 seconds and then start flashing amber. We have tried resetting it, calling Google to make sure the ports were open, deleted the app and reinstalled it, tried it on a neighbors WiFi, changed out the batteries in the cameras. We also tried both the app and a web browser. We’ve had numerous calls from Arlo trying the same thing over and over with no results.

[jguerdat]

First, see this:

https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-base-station-mean

WHen first turning on the base, the LED will display what you describe (blue then blinking amber). It takes ~ 2 minutes to fully boot up at which time the LED should turn solid blue if there's a connection to the servers. The lack of a blue LED after 2 minutes will indicate a connection problem. Have you tried a different Ethernet cable? Is your neighbor's ISP also Google?

[jojo9610 · Accepted solution]

Thank you for responding. We finally got someone from Google who could help us. After an hour on the phone they were able to reset all of our equipment and now the cameras are working again.