Us

[joebeaster]

I had a house fire and my base burned up. I bought another base and I'm having trouble connecting. I spoke with a tech person who knew nothing about the cameras and would not escalate the case so I'm stuck with cameras that I cannot connect to the base. 

I know there's a way. I've tried resetting the cameras and I've connected the base but I still can't connect the cameras. 

Now when I text for support, I'm told I have to pay, which is bs. 

How can I connect the cameras to a new base and what steps need to be taken. I cannot find any reference on the arlo site. 

[StephenB]

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@joebeaster wrote:

I've tried resetting the cameras and I've connected the base but I still can't connect the cameras. 

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Did you remove the cameras from your account before trying to re-install them?

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@joebeaster wrote:

Now when I text for support, I'm told I have to pay, which is bs. 

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If you are googling for a phone number, then you are likely reaching a scam support site.

Arlo support does require an Arlo subscription, but they do not sell you that subscription or otherwise charge you.

[joebeaster]

The base is recognized, the cameras are not.  I have reset the entire system and removed everything to start over from scratch.  I lost the base that came with the cameras in a house fire.  The cameras were mounted on the outside of the house and undamaged, the base, however, did not fare so well, and I had to buy another base, so I bought the VMB5000, which is fully compatible with the Arlo Pro 3 cameras VMC4040P.  I cannot see the cameras, and the app is not finding the cameras.  

As far as support, it is outside of one year, so there is no support whatsoever.  The message I get claims that I can pay for support, but I cannot because there is no one to contact. When you get back to the chatbot, you are put into an endless loop leading nowhere and no service.  I am not even sure if the batteries are holding a charge as they do blink blue when disconnected from the charging port, but no lights when searching for a base to communicate with or find.

[StephenB]

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@joebeaster wrote:

I cannot see the cameras, and the app is not finding the cameras.  

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Did you try using a PC (my.arlo.com)?  That sometimes will work when the app fails.

Also, did you try a hardware reset on one of the cameras?  Open the housing and hold down the sync button inside until it flashes amber (! 15 sec).