Three Pro 4 Cameras and a Base Station Suddenly Disappeared and the Cameras will no longer Pair

[Knavel1]

I bought 3 Pro 4 Cameras new in January 2022.  A few months ago I connected two of the cameras to an existing base station, and the other camera was not connected to the base station and I paid a monthly subscription for its use so I could have and Activity Zone, etc. 

The system worked very well for a few months -- two cameras via the base station and one just via wifi. But yesterday all devices disappeared from the app, as if I had just installed the app and paired it with no devices.   

I was able to restore the base station to my phone app after a reset.   However, the camera I have the subscription for no longer makes a noise when it reads the QR code while the blue light is rapidly blinking. 

The other two cameras do not even rapidly blink blue.  Neither my phone nor the base station can detect any of the phones. 

I tried to contact customer service but even with my monthly subscription I was informed by the bot I am unable to speak with someone live.

I have had Pro, Pro 2 and now Pro 4 systems for years and I have never had any trouble setting them up, etc. But now I am at a loss in terms of what to do.

[Knavel1 · Accepted solution]

By way of update, I posted too soon, as I figured out the problem.  

However, particularly given there is no customer service with Arlo products anymore, even to paying customers, maybe this will be of assistance to someone else with the same Pro 4 issues:

When the camera is popped out of its housing, with the battery still in place observe on the bottom a very small button.  Hold this button down until a light on the front of the camera begins blinking slowly--in my case in one instance it was amber and the other two were blue.  Then connect via wifi or the base station as normal. 

I'm new to the Pro 4 and I wasn't aware of that little reset button on the base of the camera unit when popped out of the housing. That was the key.

[JamesC]

Knavel1,

I'm glad to hear you were able to resolve the issue. For any future concerns, you're always welcome to ask your question here on the community or if you have an active subscription or trial plan, you can contact support directly using the Arlo Secure app by navigating to Settings > Support.

JamesC

[Knavel1]

Thank you JamesC.

Unfortunately while Arlo still charges my credit card for a monthly subscription it doesn't seem to think I have a subscription and wants to charge me for another one. If I try to login to support it sends a notification to an old phone and when I try to send to my actual phone it tells me I'm banned.  

This is effectively a different topic so I'll close this out, but as an epilogue it' makes it fairly easy to understand why people can get easily fed up with this company for products can only be as good as the customer support behind them.