Can't connect my Base Station to web/app. Removed devices and tried again.

[gloriasmith2]

Hi, I can't seem to connect to my base station through the my arlo web or app.  I have green lights on power and internet but amber on camera.  I removed all devices from the app and the web to try again but no luck.  I have a feeling I have old firmware on it but am not sure how to update the firmware if I can't connect to it at all.  Oh, I reset the router, re plugged in the base station (in the right order), tried a factory reset.  I think I have done it all? 

[jguerdat]

You're not using a VPN, are you? You're also on your home WiFi network, too, right? When you reset the base, did you hold the button until the LEDs flashed amber (>10 seconds)?

[gloriasmith2]

I am on my home network, no VPN and yep, held for over 10 sec. Got all the amber lights and then it changed over to the two green and one amber (camera one amber).

[jguerdat]

If you can't claim the base first, use the Contact Support link at the bottom here. I had a similar situation a while ago which turned out to be a faulty base.