Arlo Pro VMB 4000

[korndocs]

My base station had an amber Internet LED but it turned to a blinking green light after I turned the base station off and back on.  This means there is internet communication.  But on my phone app, I no longer see any information:

    The Devices tab just says "Add new Device"  It no longer sees my devices.  I tried adding 2 cameras but they do not appear in this tab.

    The Library says "No Recordings"

    The Mode tab is totally blank

     The settings tab still shows my profile and whom I granted access to.  

Since I have the old Arlo Pro and do not subscrive for ongoing service, I cannot get any support from Arlo.

Help!

[DannyBearAgain]

You can try rebooting the local network router/modem first then power cycle the base again.

Missing cameras and hub on your account suggests that arlo has reset your arlo account so you may have to add the base and then the cameras again.

[korndocs]

Thank you for your suggestions, DannyBearAgain.

I rebooted my modem, no help.  I unplugged and re-stgarted the base station.  All green lights came on again, with the middle internet light blinking green again.

I then tried to add the base and cameras again, as you suggested.   I go to "Devices" and the only item there is to add a new device.  The next step is for Arlo to find any devices in the area. But nno Arlo devices have been found.  There is a camera sitting on the desk right by the base station.  Both the base station and the camera should have been discovered.

Very frustrating.  I look forward to your next idea.

Jeff

[DannyBearAgain]

On the base station what colour is the camera led showing?

If green, it indicates that the cameras are still connected to the base and you may need arlo to perform a resync of your account. Contact a arlo forum moderator using the forum private message feature.

If the camera led is flashing Amber then the cameras have lost connection to the base and you can try manually syncing the cameras yourself by momentarily pressing the base top button then same on the camera .

If the camera led on the base is blank try manually syncing as above.

If the base camera led is constant Amber then the base station is in a factory reset state which occurs when you use a paper clip to hold the rear reset button for more than ten seconds until the base LEDs begins flashing Amber.

[korndocs]

Hello DannyBearAgain.

It has been awhile since your advice.  I have been frustrated so did not respond.

My system still does not work

As you suggested, I rebooted the modem with no help.

 When all else failed, I poked a paper clip into the reset hole.  And as you predicted, the camera light has been solid amber. 

I believe the base station as well as the cameras have lost connection.

I have followed the instructions for syncing, but I get a message that there are no devices to be found.

I cannot get any help from Arlo.  I do not have a subscription so they don't want to talk to me.  The AI chat is worthless for this problem.  I asked the chat if I paid for a subscription, will someone talk to me and help with my problem and the reply was NO, due to my unit, an Arlo Pro VMB 4000, having been retired.  VERY frustrating!  I have had no camera security for 3 months.  

It is crazy that they totally abandon you once they retire your unit.  They force you to purchase a new system.  

You are the only one that has offered any help.  Thank you!

Jeff

[DannyBearAgain]

@korndocs,

Being without arlo security for 3 months is totally ridiculous, especially since the VMB4000 Base is not EOL from arlo since they use it in their compatibles list for their newest cameras.

While they claim the arlo legacy cameras are no longer supported with arlo security updates, they need to consider their brand reputation presented to the customer base and stop nobbling it.

It is possible that a forum moderator may wish to comment further.

@JamesC @ShayneS @BrookeN 

[StephenB]

---

@korndocs wrote:

I have followed the instructions for syncing, but I get a message that there are no devices to be found.

---

Did you just use 'add device' in the app?  Or did you also try the push-button sync method?

[BrookeN]

If you are unable to get the VMB4000 to connect, can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[korndocs]

Thank you so much,  DannyBearAgain    BrookeN has responded.  I will let you know how that goes

[korndocs]

Thanks for your reply, StephenB.  Yes, I tried both methods.  Nothing works.  In my Arlo app even the base station is not found. 

I am checking in with BrookeN.  Hopefully she will help.  

[BrookeN]

Thank you for providing that information, I have reached out to support to contact you. They will get ahold of you as soon as possible. 

[korndocs]

Hello everyone.

Arlo Support did reach out to me today.  Actually talked to a real live person!  Thank you  DannyBearAgain and BrookeN for setting this up for me.  

Bottom line:  somewhere along the line I was advised to try resetting the base station.  Apparently that screwed me up.  It was from that point that my devices were no longer recognized and because Arlop retired my VMB 4000, the cameras would never be recognized again.

The support person, John, told me that since the base station was reset, he can no longer fix my problem of the base not recognizing the cameras.  He might have otherwise.  

He told me my VMB 4000 cameras are the first Arlo generation cameras, 1st manufactured in 2017.  They have been retired.  I am SOL.  He offered to have me purchase the newest 5th generation cameras at 50% off the $180 price.

    They are run directly on WIFI with no need for a base station.  

    I asked how long before ARLO retired those cameras.  No answer.

     When I purchased my ARLO, it included 1 week of recording in the cloud plus the ability for me to use  a memory card in the base station to record beyond the 7 days.  Now, no base station and therefore, no memory card.

     To be able to look at my library of past events, I would need to subscribe for $18-20/month.  Without that subscription, there would be no record to give the police if someone vandalized or burglarized my home. 

      Without the subscription, I can use the cameras for live coverage.  So if my security alarm company called about a possible break-in, I can check in real-time to see if there was anyone in my home to (hopefully) prevent a false alarm to the the police.  That was actually the main reason I initially purchased the cameras, but not having a record to send to the police should there have been a break-in sucks and would force me to pay for the subscription.

      My plan:  do research and shop.  Is ARLO the best security camera system and worth the cost or should I switch to another company, such as RING, etc.  With the 50% discount, it may turn out to be the most economical solution out there, in spite of the $216 annual subscription fee.

       Thank you everyone for your help

       Jeff

[DannyBearAgain]

@korndocs,

I would suggest that you have been given incorrect information from the arlo customer support person.

Refer arlo document below,

https://kb.arlo.com/000063018/Arlo-Legacy-Cameras-End-of-Life 

There is no mention of the arlo Base equipment being unsupported and existing legacy cameras etc being still supported for core functionality, including the 7days free cloud service.

I hope we can get some clarity from @BrookeN.

[BrookeN]

@korndocs it is indeed not an EOL device. I will be reaching out to you via direct message.