RESOLVED Hub recognition

[Callmemoonshine]

The Arlo app will not recognize the hub. I have tried all typical trouble shooting with no avail. I have the Arlo pro3 VMB4540.

[StephenB]

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@Callmemoonshine wrote:

The Arlo app will not recognize the hub. I have tried all typical trouble shooting with no avail. I have the Arlo pro3 VMB4540.

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Do you mean you can't add the base using the app?  Or something else?

[Callmemoonshine]

Correct, I can't add the hub/base because the Arlo app does not see it. The result is "No Arlo devices found".

- It's plugged directly into 1 of 2 jacks on an Arris Touchstone 8200 router.

- The Eero mesh is plugged into the other jack.

- Kaspersky (running on my PC) does not see it on the network.

- The Eero app on my phone only saw it briefly but it hasn't shown being online since 5pm yesterday.

[StephenB · Accepted solution]

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@Callmemoonshine wrote:

- It's plugged directly into 1 of 2 jacks on an Arris Touchstone 8200 router.

- The Eero mesh is plugged into the other jack.

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Is the mesh operating as a router, or it is operating as an AP?

If it is routing, then the base should be connected with ethernet directly to the mesh (not the Arris).

[Callmemoonshine]

= RESOLVED=

The Eero indeed appears to be operating as a router and I need to plug into it, not the Arris which I guess is just a modem? I had previously plugged into the Eero with no success but this time I made sure to plug the ethernet cable into the Eero before powering up the hub.

Thank you for your help!! Very much appreciated.

[StephenB]

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@Callmemoonshine wrote:

the Arris which I guess is just a modem?

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Actually it is a router.  The problem was that the NAT firewall in the Eero was getting in the way (because the base was outside the Eero's local network).

Note if you want to enable direct access to local storage, you'll need to set up both the Arris and the Eero to forward the ports (forwarding them in the Arris to the Eero, and forwarding them again in the Eero to the VMB4540).  

The other option is to see if you can disable the routing features in the Arris - then you can just forward in the Eero.