Arlo Pro 4 issue when added to Pro 2 system

[darrinn]

I have recently added a Pro 4 camera to an existing two pro 2 camera system.  All appears OK until the Android app logs out (which it seems to do after a while).  When I log back in the base station is missing and the cameras show as offline. Trying to add the base station fails.  Performing a hard reset of the base station allows it to be found and I can then re-add the cameras.  This behaviour is repeatable.  A call to the Arlo helpdesk just got me to reset my account password and perform a base station reset, with the same results.

The base station is a VMB4500r2 and should be compatible with the pro 4.  The existing system has operated flawlessly for years and works fine when the Pro4 is not added. 

It appears this a compatibility issue.  Has any one else got a Pro 4 mixed with a pro2 system?

[StephenB · Accepted solution]

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@darrinn wrote:

I have recently added a Pro 4 camera to an existing two pro 2 camera system.  All appears OK until the Android app logs out (which it seems to do after a while).  When I log back in the base station is missing and the cameras show as offline. Trying to add the base station fails.  Performing a hard reset of the base station allows it to be found and I can then re-add the cameras.  This behaviour is repeatable. 

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Are you re-ordering the cameras in the app after you onboard?  There is a recent bug with that, that results in a missing base.  Arlo says they have now fixed it, but affected users need to do a factory reset and onboard again.  So you might try this one more time.

[darrinn]

Interesting. Since adding the third camera I did start reordering the cameras. Something I never did with just 2 cameras since they fit on the app devices screen with no scrolling required. 

Can I ask where you found out about this update and what version of sw has the fix? 

Many thanks for your help. 

[StephenB]

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@darrinn wrote:

Can I ask where you found out about this update and what version of sw has the fix? 

@JamesC (Arlo Mod) announced it here yesterday.  The fix appears to be in the Arlo servers, not the app or firmware.

This was posted on several threads, for example

• https://community.arlo.com/t5/Arlo-Pro/Base-station-VMB4000r3-disappears-from-app-cameras-keep/m-p/1...

[darrinn]

All OK after a reset.