Cannot reconnect SmartHub to new mesh router system (VBM4560)

[kevfixel]

My Arlo SmartHub has been connected and working for months - since I bought it and installed it in January.  I just replaced the mesh router system and, though the SmartHub shows as connected to the router, the Arlo app cannot find it.  The SmartHub is connected to the main router via Ethernet cable.

Suggestions?

[StephenB]

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@kevfixel wrote:

My Arlo SmartHub has been connected and working for months - since I bought it and installed it in January.  I just replaced the mesh router system and, though the SmartHub shows as connected to the router, the Arlo app cannot find it.  The SmartHub is connected to the main router via Ethernet cable.

Suggestions?

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Not sure what you mean when you say "the SmartHub shows as connected to the router".  Are you saying that the SmartHub shows up on the attached device list?

Also,

1. did you remove the base from the account, and now are trying to add it back?
2. did the base mysteriously disappear from the account?
3. is the base in the account, but showing up as off-line?
4. something else???

[kevfixel]

Yes, the SmartHub is showing up as an attached device on the router.

i removed the SmartHub from the account because I was encountering this same problem.  I had installed a new mesh router and that seems to be when the issue started.

So it sounds like I need to re-add the SmartHub to my account?  I thought I would accomplish that when Arlo “discovered” the SmartHub.

[StephenB]

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@kevfixel wrote:

i removed the SmartHub from the account because I was encountering this same problem.  I had installed a new mesh router and that seems to be when the issue started.

So it sounds like I need to re-add the SmartHub to my account?  

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Yes.  You need to use "add device" to add the smarthub back to the account.

[kevfixel]

That’s what I’ve done half a dozen times and it always comes back with the message, “No Arlo devices found.”

Thanks anyway.

[StephenB]

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@kevfixel wrote:

That’s what I’ve done half a dozen times and it always comes back with the message, “No Arlo devices found.”

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Have you also tried using my.arlo.com on a PC?  If you can connect the PC with ethernet, try doing that.

What mesh router are you using?  My own Orbi works with Arlo with no problem, but there are some that create a lot of friction (notably Eero).

[kevfixel]

I’m now using a TP-Link Deco mesh router.  I was using a Linksys previously and had no problem.

i can try using a pc via Ethernet but it will be cumbersome to always have it configured that way.

Thanks.

[StephenB]

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@kevfixel wrote:

i can try using a pc via Ethernet but it will be cumbersome to always have it configured that way.

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This is just for adding the smarthub back to the account.

[kevfixel]

Believe it or not, the solution was to pull the cameras in and have them sitting next to the SmartHub while the app did the discovery to reinstall.  I must have missed that - I intended to reinstall the SmartHub and then bring each camera in to add to the app.  Oh well, mystery solved.  Thanks for the help.  (Arlo Support was able to solve this for me.)