base not found

[Bentt]

hi all

reinstalled arlo on same network.   TPLINK  M5 mesh as wireless  connected with Ethernet cable to the router.

arlo app cant find base.  tried factory reset , changed cables. connected arlo  to router direct. connected to TPlink direct.nothing works.

i see ARLO vmb 1612439814  on my available wireless networks. this network never appeared before the reinstall .

any ideas why base not found ? 

thanks much.

[jguerdat]

The Arlo (or, previously, Netgear) WiFi has always been present - the SSID has never been hidden and is needed for the cameras to connect to the base.

What are the LEDs on the base showing? You should have green power and Internet and the Camera LED should be off or solid amber. If you have a VPN setup, disable that before attempting to claim the base.

[Bentt]

thanks.

no vpn on . power and web green. cam amber.

but not finding base

[jguerdat]

Have you tried holding the reset button for >10 seconds, until the LEDs flash amber?

[Bentt]

yes  did reset to factory  not finding base

[jguerdat]

Can you try another device, such as a computer? If still no good, use the Contact Support link at the bottom here.

[Bentt]

Tried from comp. Same thing

[jguerdat]

Guess it's time to use the Contact Support link at the bottom here.