Since May, old Pro cameras stopped working, but newer camera remained working.

[UncleWilly]

I have a total of 4 cameras.  3 are Pro 3 cameras installed ~8 years ago along with Base Station. One camera was added ~1+ year ago , a 2K Model VMC3050. All 4 have been connected and working OK up until early May 2025.  Since then, only the 1 newer camera is connecting.  The other 3 are listed as Offline.  But, each camera is shown on the app to be connected to the Base Station !  Batteries were all recently re-charged.  

 There is a ‘slide switch’ on the app , upper right corner of a Device Settings window.  This switch does not respond to finger touches and appears to be in the ‘off’ position.  I am using a 1 year old iPhone and updated the Arlo app. This non- responsive switch may be the root cause of the  problem !

I have tried various actions such as…… Auto Sync, Manual Sync, Remove Device, Add Device, Reset Base Station, unplug/replug Ethernet cable, push both sync buttons on camera and base station in various sequences, locate camera within 1 foot of base station, and have observed base station status light be blue at times and other times flashing orange, but in both status light conditions the newer camera remains connected and images appear on the app for that one newer camera.  The other 3 not working. 
 As of this moment 1 of 3 were removed and I cannot get it added and reconnected to the base station.  

[StephenB]

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@UncleWilly wrote:

I have a total of 4 cameras.  3 are Pro 3 cameras installed ~8 years ago along with Base Station.

The Pro 3 was launched in 2019, so it would have to be more recently than that.  Can you confirm the camera model?  Also, what base station model do you have?

Do you have an Arlo Secure subscription?

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@UncleWilly wrote:

 There is a ‘slide switch’ on the app , upper right corner of a Device Settings window.  This switch does not respond to finger touches and appears to be in the ‘off’ position.  I am using a 1 year old iPhone and updated the Arlo app. This non- responsive switch may be the root cause of the  problem !

 If the status is "off line", then it's the other way around.  You cannot control the camera when it is off line - so it cannot be turned on or off.

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@UncleWilly wrote:

I have tried various actions such as…… Auto Sync, Manual Sync, Remove Device, Add Device, Reset Base Station, unplug/replug Ethernet cable, push both sync buttons on camera and base station in various sequences, locate camera within 1 foot of base station, and have observed base station status light be blue at times and other times flashing orange, but in both status light conditions the newer camera remains connected and images appear on the app for that one newer camera.  The other 3 not working. 
 As of this moment 1 of 3 were removed and I cannot get it added and reconnected to the base station.  

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Try doing a hardware reset on the camera you removed.  Open the housing, and press the sync button inside until the camera LED flashes amber.  That should take about 15 seconds.  Then try to install the camera again, using "add device" in the app.  If that fails, try again using a PC (browsing to my.arlo.com).

If you are unsuccessful (and have a subscription), then I suggest using phone support

• https://kb.arlo.com/000062993/What-is-the-Support-Center-in-the-Arlo-Secure-App-Arlo-Secure-4-0

[UncleWilly]

Thank you Stephen.

The app within Device Settings describes the problematic cameras as Pro3.  Arlo did not label these cameras with an ID.

The Base Station is VMB4540. Strange also that the base station status light changes periodically from blue for a while and then to orange for a while.  I noticed a ‘firmware updated’ being noted on the app earlier today .

I pay Arlo ~$18 / month for something. 

I get it re: your offline comment , . but strange to my eyes the app shows it as connected to the Base Station but the camera is listed as Offline on same window. 

I tried your ‘15 seconds’ button hold suggestion, no luck. I’ll try using a PC after I’m done working today. 

Thanks again for trying to help!

[UncleWilly]

Thank you Stephen.

The app within Device Settings describes the problematic cameras as Pro3.  Arlo did not label these cameras with an ID.

The Base Station is VMB4540. Strange also that the base station status light changes periodically from blue for a while and then to orange for a while.  I noticed a ‘firmware updated’ being noted on the app earlier today .

I pay Arlo ~$18 / month for something. 

I get it re:  offline, but strange to my eyes the app shows it as connected to the Base Station but the camera is listed as Offline.

I tried your ‘15 seconds’ button hold suggestion, no luck. I’ll try using a PC later today.

[StephenB · Accepted solution]

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@UncleWilly wrote:

The app within Device Settings describes the problematic cameras as Pro3.  Arlo did not label these cameras with an ID.

FYI, there is a label.  Remove the camera from the housing and then take out the battery.  You'll find the label there.

But if the app identifies it as a Pro 3, then that is what you have.  You must have purchased it after September 2019.

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@UncleWilly wrote:

I tried your ‘15 seconds’ button hold suggestion, no luck. I’ll try using a PC after I’m done working today. 

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Did the LED flash amber, and then flash blue?  If not, you might want to recharge it.

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@UncleWilly wrote:

I pay Arlo ~$18 / month for something. 

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You could try phone support then.

• https://kb.arlo.com/000062993/What-is-the-Support-Center-in-the-Arlo-Secure-App-Arlo-Secure-4-0

[UncleWilly]

Long story short….

Thanks again StephenB.

The problem was solved after updating the firmware of the Pro3 cameras.

The Base Station firmware appears to have updated automatically but not the firmware of the Pro3 cameras.  

The newer camera did not require firmware update.

Battery level of the Pro3’s appeared to be enough to show ‘connected to Base Station’, but was not likely with enough charge to permit initiating a firmware update, until re-charging all 3 batteries.

The following image shows one remaining Pro3 to be updated and shows the ‘24 days ago’ which was when all 3 Pro3’s stopped working.  That would be 24 days ago from yesterday, June 14.

Yesterday I clicked on the red encircled ! mark to manually initiate the firmware updates.

My Base Station status light appears to have remained steady blue since all 3 Pro3’s were updated.  So perhaps when base station light changes back & forth from blue to orange to blue etc , it’s an indication that at least 1 camera is ok and at least 1 camera is not ok. Maybe……

Cheers, it looks like I’m all good now.  

PS- ignore the “Fire” message below as that camera was in my kitchen during troubleshooting and aimed towards the stove.