Got new internet service but cannot connect Arlo. Can see it on my router gateway.

[jerryam]

I just got an new internet service and I can't get my Arlo connected. I get a message to identify the unit I want to connect on my Arlo app I select base and it can't be found but I see it on my router gateway an connected

[jguerdat]

If you didn't remove it or use the reset button, all you need to do is to plug the base into the router and turn it on. The base simply needs Internet access to the servers, not your WiFi or any other local services. You don't say which base you have but what are the LED(s) showing? Do you own the router or is it the ISP's? If the latter, you may need to contact the ISP and have them change the router settings to allow access to arlo.com on ports 80, 123 and 443.

[StephenB]

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@jguerdat wrote:

If the latter, you may need to contact the ISP and have them change the router settings to allow access to arlo.com on ports 80, 123 and 443.

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FWIW, it is really unlikely that these ports are closed.  If you can post here, then 443 is certainly open.

@jerryam: what ISP are you using? 

[jerryam]

I did reset and remove it so what can i do? When i look at my log on to my router gateway i see the VMB400 as connected and online but still wont work. I am on Comcast Business.

[jerryam]

Here is a copy from my router gateway connected devices

Online Devices

Host Name DHCP/Reserved IP RSSI Level Connection    

RokuStreamingStick	DHCP	-59 dBm	Wi-Fi 5G
JerryComputer	DHCP	-69 dBm	Wi-Fi 5G
Barbs-iPad	DHCP	-57 dBm	Wi-Fi 2.4G
plugpi-648	DHCP	NA	Ethernet
VMB4000	DHCP	NA	Ethernet
HPC59F64	DHCP	-70 dBm	Wi-Fi 2.4G
AE:D8:90:F5:A8:F2	DHCP	-72 dBm	Wi-Fi 5G

ADD DEVICE WITH RESERVED IP

[jguerdat · Accepted solution]

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@StephenB wrote:

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@jguerdat wrote:

If the latter, you may need to contact the ISP and have them change the router settings to allow access to arlo.com on ports 80, 123 and 443.

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FWIW, it is really unlikely that these ports are closed.  If you can post here, then 443 is certainly open.

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While I agree it's unlikely, it's happened before. In fact, there was recently a case of ISP misconfiguration although I can't point you to it now.

[StephenB]

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@jguerdat wrote:
While I agree it's unlikely, it's happened before. In fact, there was recently a case of ISP misconfiguration although I can't point you to it now.

You're probably thinking of the case with StarHub about 18 months ago.  But it wasn't clear from the posts here whether that was due to the ports not being open, or whether some other problem (intentional or not) was causing StarHub to block traffic to the Arlo servers.

One problem with the advice is that it leads too many people down the path of forwading ports.  If the ports are somehow closed by the ISP, then forwarding them in the router won't help, and it can mess up folk's home networks (both connectivity and security).  And since ISP blockage is really unlikely, even contacting the ISP almost always results in wasting a lot of time chasing down a rabbit hole.

It'd be far better if there were a tool built into my.arlo.com (and maybe the app) that would make the connectivity checks automatically.  

[jerryam]

Is that the MAC address I need to change? I copied the router info below

IPV4 Address 10.1.10.99 Local Link IPV6 Address fe80::ce40:d0ff:fe07:4153 MAC Address CC:40:D0:07:41:53 Comments Arlo

DHCP

[StephenB]

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@jerryam wrote:

Is that the MAC address I need to change? I copied the router info below

IPV4 Address 10.1.10.99 Local Link IPV6 Address fe80::ce40:d0ff:fe07:4153 MAC Address CC:40:D0:07:41:53 Comments Arlo

DHCP

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You can't change the base station MAC address  - not sure where you got the idea that was needed.

But this is likely the base station - the Mac address is identified as "Netgear", and Arlo was part of Netgear when the VMB4000 was created.

Are you using an ordinary Comcast router?  Or do you have a separate firewall appliance?

Have you enabled content controls? (limiting what web sites people can access)? 

[jguerdat]

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@StephenB wrote:

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It'd be far better if there were a tool built into my.arlo.com (and maybe the app) that would make the connectivity checks automatically.  

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To a point. I doubt this will ever happen since it would possibly open holes into the base for nefarious purposes, just as changing channels or other "admin" tasks could. Whether it's a good idea or not, it's not likely to happen.

[StephenB]

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@jguerdat wrote:
I doubt this will ever happen since it would possibly open holes into the base for nefarious purposes, just as changing channels or other "admin" tasks could. 

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I think you don't understand what I am suggesting.

Checking if the needed ports can be used to reach the Arlo back end servers from the home network does not open up any holes, and has no security downside.  It wouldn't change any settings for the home network or base station.