Can't add Camera or Base to My Devices. Tried resetting and replacing battery.

[mikem546]

I have not used my Arlo for over a year, it’s been disconnected. I tried to reinitiate Arlo, however, neither the phone app or the web app recognizes either my base or Arlo pro camera. When I look at the app after trying to locate a device nothing comes up in my devices. I have tried to reset the base station by disconnecting the power and the ethernet cable and nothing is recognized in my devices. I tried replacing the battery in the camera unit and that did not work either. The base unit shows three green lights. When I try to sync the camera to the base the camera light flashes and the blue light flashes and then they both stop, and nothing is in my devices. The camera is right next to the base unit as instructed. I am at a loss as to next steps.

I am using Window 10 pro, my system is set up using ethernet as opposed to wireless, however, I did switch on the wireless to see if that would make a difference and that did not work either.

ARLO DEVICE INFORMATION
VMB4000
S/N 4R058477A5C3C
MAC CC40D0067D81

DEVICE SPECIFICATIONS
Device name DESKTOP-SN9EC8T
Processor Intel(R) Core(TM) i5-4670K CPU @ 3.40GHz 3.40 GHz
Installed RAM 16.0 GB
Device ID 4E9F8A83-2D3D-4F18-B6E6-C1018D75E8BC
Product ID 00330-80000-00000-AA761
System type 64-bit operating system, x64-based processor
Pen and touch No pen or touch input is available for this display

WINDOWS SPECIFICATIONS
Edition Windows 10 Pro
Version 21H1
Installed on ‎12/‎7/‎2020
OS build 19043.1415
Experience Windows Feature Experience Pack 120.2212.3920.0

Bottom line The Arlo software does not recognize my base or camera, I would like to get the software to recognize both, so I have a functioning security system. I have found nothing on your site for troubleshooting that worked. I did not find anything on the internet either. Nothing I do gets the base and camera recognized in the software.

[StephenB]

Are you using the same username/password as you used back when everything was working?

If not, did you remove the devices from your account when you turned everything off?

The cameras and base stations can't be claimed by a new account if they are still attached to the old one.