Arlo Pro 1st Gen Base Unit - Device not found (VMB4000)

[JRiggs]

I found a brand-new Arlo Pro set (Base & 3 Cameras) still in the box while cleaning out my parent's storage. I have followed the set-up instructions but keep getting "device not found" error when I try to add to my new account. I have power cycled and factory reset the unit three times but no change. Tried on laptop and mobile app as well. 

Lights on the unit show Power = Green, Internet = Green, Cameras = Amber

Not sure what else to try so any help is appreciated.

[DannyBearAgain]

Check with your parents if they had previously used them for their account. If they were and they had not removed them from their account they would still be locked.

 The base station LEDs suggests that it has been successfully factory reset but could still be locked.

When adding devices you need the arlo app to have direct access to the local network either using local wifi on mobile or Ethernet cable from the router for the pc.

You can’t use cellular data.

[JRiggs]

I can ask them tomorrow about that. Since the box was still sealed, I assumed it was never registered.

Also, I did have the phone connected to the Wi-Fi and mobile data turned off just in case. Unfortunately, it still didn't make a difference.

The internet connection is in my living room but connects directly to an eero that was provided by the isp. I do have a mesh system as well but when it didn't connect the first time, I turned it off and plugged directly into the eero's ethernet port instead. I am hoping that if I can figure out how to connect the base unit, then I will be able to connect it through one of the mesh terminals ethernet ports instead.

[StephenB]

---

@JRiggs wrote:

I can ask them tomorrow about that. Since the box was still sealed, I assumed it was never registered.

Also, I did have the phone connected to the Wi-Fi and mobile data turned off just in case. Unfortunately, it still didn't make a difference.

---

Try onboarding with a PC (my.arlo.com).  That sometimes works when the app fails.

---

@JRiggs wrote:

The internet connection is in my living room but connects directly to an eero that was provided by the isp. I do have a mesh system as well but when it didn't connect the first time, I turned it off and plugged directly into the eero's ethernet port instead. I am hoping that if I can figure out how to connect the base unit, then I will be able to connect it through one of the mesh terminals ethernet ports instead.

---

You do need to on-board the base first.  The phone (or PC) needs to be connected to the same network as the base, so the base does need to be connected to your router.

There have been a lot of issues over the years trying to connect to Eero - I haven't seen many lately, but the firmware on your systems is of course out-of-date.

Turning off the mesh elements during onboarding might help.  There are a couple of things in this older post that might also be relevant:

• https://community.arlo.com/t5/Arlo-Pro-5S-2K/Arlo-Pro-5-Camera-not-connecting-to-Eero-6-router/m-p/1...