Pro 3 - VMC4040P no video on App

[Chrisjim]

We are senior citizens and not very proficient with most forms of modern technology.  Our SIL told us about Arlo and set was easy.

We recently lost all video on our phone app, so when anyone approaches our home, we can no longer see who they are.  For some reason, unknown our Pro 3 drop out on 2024 06 26, message reads your Arlo device (appears offline).  We have checked and all fully charged.  We recently had trouble with our internet & now are on 5G. 

We also have a stand-alone Arlo camera which still works perfectly on the app.  

Any help would be wonderful & so helpful, but old people language PLEASE.....

[jguerdat]

How did you determine that the battery was fully charged? Have you tried swapping batteries with the camera that still works to see if that makes a difference? Sometimes just reinserting the battery will fix things but you may need to use the following FAQ to reset the camera - be sure to follow it closely:

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

[StephenB]

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@Chrisjim wrote:

We recently had trouble with our internet & now are on 5G. 

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Did the cameras drop out when you switched to 5G?  Or did that happen at a different time?

Did you try turning the base station/smarthub off, and then on again?