Arlo Pro 6 cannot pair with VMB4500 SmartHub

[mtnwulff]

Hello,

I am experiencing an issue pairing two new Arlo Pro 6 cameras with my Arlo VMB4500r2 SmartHub.

System details:

• SmartHub: VMB4500r2
• SmartHub firmware: 1.31.0.0_4665
• Camera hardware: VMC4070PAerH3
• Camera kit: VMC4270P-100EUS

Problem:
The cameras connect immediately and work perfectly when configured directly to WiFi.

When I choose Connect to SmartHub during setup, the app finds the camera successfully and starts the pairing process. It then stays on “Searching for your device in our system” for a while before failing with the error:

“Camera could not establish connection.”

Troubleshooting already completed:

• Updated SmartHub to the latest firmware.
• Factory reset both cameras.
• Removed cameras completely from my account.
• Added the cameras again as new devices.
• Tried each camera individually.
• Tested with the cameras placed next to the SmartHub.
• Both cameras behave exactly the same.
• My older Arlo Pro 2 cameras still pair and work correctly with the same SmartHub.

According to your official compatibility list, the VMC4070 series is compatible with the VMB4500 SmartHub.

Could you please confirm whether there is a known compatibility issue with hardware revision VMC4070PAerH3, or whether this is a firmware/backend issue?

Thank you.

[BrookeN]

Have you tried to reset the basestation and then try to add them back to the account?

[mtnwulff]

I have not reset the VMB4500 yet because I don’t want to risk disrupting my existing Pro 2 cameras. Before I do this, could you please confirm that the VMC4070 Pro 6 (6th Gen) is officially supported by the VMB4500? Arlo’s current compatibility documentation does not list VMC4070 under VMB4500, while another Arlo support response says that Pro 6 is compatible with VMB4500. Could you confirm whether this is a firmware/backend issue or whether a factory reset is actually required?

[BrookeN]

It is compatible with the VMB4500. Please see here:

https://kb.arlo.com/000062284/Arlo-SmartHub-and-Base-Station-Compatibility

A factory reset will be the next step to see if we can get these cameras to onboard. 

[StephenB]

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@BrookeN wrote:

It is compatible with the VMB4500. Please see here:

https://kb.arlo.com/000062284/Arlo-SmartHub-and-Base-Station-Compatibility

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FWIW, that guide says it it compatible with the VMB4540 and VMB5000 - but it is not listed under the VMB4500 or any of the ordinary hubs.

[BrookeN]

I apologize I sent the incorrect link. Here is the correct one:
 

https://kb.arlo.com/000063719/Arlo-Pro-Security-Camera-2K-6th-Gen-Spec-Sheet-VMC4070
 

Also, here is the following information:

Connectivity

• The Arlo Pro Security Camera (6th Gen) can connect directly to your Wi-Fi router or through an optional Arlo SmartHub.
• A SmartHub adds a secure personal network, helps manage Wi-Fi traffic, may improve battery life, and supports local storage.
  • Compatible SmartHubs and Base Stations:
    • VMB5000
    • VMB4540
    • VMB4500
    • VMB4000
• Wi-Fi Support: 2.4 GHz and 5 GHz
• Wireless Range: Up to 300 ft (91 m) line of sight
• Requirements:
  • High-speed internet connection
  • Minimum 2 Mbps upload and download speed per camera
  • Available Ethernet port on router for compatible SmartHub/Base Station setups

[StephenB]

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@BrookeN wrote:

I apologize I sent the incorrect link. Here is the correct one:
 

https://kb.arlo.com/000063719/Arlo-Pro-Security-Camera-2K-6th-Gen-Spec-Sheet-VMC4070
 

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Can you put in a request to correct the other one?

[mtnwulff]

Hi Stephen,

I have now followed the recommended troubleshooting steps and factory-reset the VMB4500 SmartHub completely.

After the reset, I removed/re-added the SmartHub and tried to set up the cameras from scratch.

The result is:

• My older Arlo Pro 2 cameras can still be paired successfully with the VMB4500.

• My Arlo Pro 6 / 2K 6th Gen (VMC4070) cameras still cannot be paired with the VMB4500.

• The app simply gives me the error: “Camera could not connect. There was a problem connecting the camera. Try again.”

So the VMB4500 itself appears to be working correctly, and the issue seems to be specifically related to pairing the VMC4070 with the VMB4500.

This is particularly confusing because the official VMC4070 specification sheet states that the compatible SmartHubs/Base Stations are:

VMB5000, VMB4540, VMB4500 and VMB4000

https://kb.arlo.com/000063719/Arlo-Pro-Security-Camera-2K-6th-Gen-Spec-Sheet-VMC4070

Could you please advise what the next troubleshooting step is?

Is there a specific procedure for pairing the VMC4070 with a VMB4500, or is there a known firmware/software issue preventing the VMC4070 from pairing with the VMB4500?

I would appreciate a clear explanation of why the VMB4500 is listed as compatible with the VMC4070 in Arlo's official specification sheet, but the cameras still cannot be paired after a complete factory reset.

Thank you.

[StephenB]

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@mtnwulff wrote:

I would appreciate a clear explanation of why the VMB4500 is listed as compatible with the VMC4070 in Arlo's official specification sheet, but the cameras still cannot be paired after a complete factory reset.

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FYI, this is a user-to-user forum and I do not work for Arlo.

There are two KB articles, one says the Pro 6 can be paired with the VMB4500, the other says it cannot.  In addition, the app should not offer to pair the camera with an incompatible base station. 

Hopefully @BrookeN and Arlo Support can help you figure out what is going on.

Did you try the hardware reset of the Pro 6?  Remove it from the account, press the pairing button until it flashes amber (about 15 seconds), and then re-install it?

[BrookeN]

@mtnwulff if you are still having this same behavior. Can you please send me a dm with a phone number as well as a good time to call.