Arlo Pro VMB4030 Base Station and cameras not connecting

[MarksArlo4030]

Hello,  I am trying to set up my Arlo Pro VMB4030 and associated cameras.  It's brand new bought from Costco Canada a few years ago.  

Base station connects to my network and gets an IP address.  One mistake I made which I did not realise at the time was that I was connected by VPN to the Netherlands, only struck me during account setup in the portal when it had country set to Netherlands.  Looked up issues and suggestion was to set up a new account which I did with a different email and no VPN active.  I am in Canada.

I have tried factory resets, different browsers, phone app, web portal connecting via a hub, directly to the modem/router but neither the app nor the web portal detects the base station.  Also I cannot get the cameras to sync to the base station.

Power and Network LEDs solid green , Camera LED solid amber.

Both cameras were fully charged to solid blue LED. 

OS Windows 11, Chrome, Brave browsers, Android phone.

Want to give this forum one last try before it goes back to Costco.

Thanks in advance

[StephenB]

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@MarksArlo4030 wrote:

One mistake I made which I did not realise at the time was that I was connected by VPN to the Netherlands, only struck me during account setup in the portal when it had country set to Netherlands. 

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Did you remove the cameras and base from that account?

[MarksArlo4030]

Thanks for the quick reply.  I was never ever able to add them so nothing shows up in devices in either account.

[MarksArlo4030]

Additionally yesterday I tried disabling IPV6 but that has not helped either.  It just says no devices found and gives me options to Try Again or Try Factory Reset.  Both of which make no difference.

Thanks

[StephenB]

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@MarksArlo4030 wrote:

Thanks for the quick reply.  I was never ever able to add them so nothing shows up in devices in either account.

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They are end-of-life cameras (so old inventory from Costco).  It's possible that the firmware is too old to be installed.

You could try adding them from a PC (my.arlo.com) - ideally connecting the PC with ethernet.  As you likely know, you need to add the base first.

[MarksArlo4030]

Thanks Stephen.  I am doing all of this..."You could try adding them from a PC (my.arlo.com) - ideally connecting the PC with ethernet.  As you likely know, you need to add the base first"

[MarksArlo4030]

Is anyone able to help? 

Thanks

[BrookeN]

What happens when you try to add the base? Is there an error message?