Setup in new location with new app

[GESUK]

Hi there, just brought my Arlo Pro base station and 3 Arlo cameras from Hong Kong to UK. They were used in 2 separate locations without any issues using old legacy app, but not used for last 18 months.

Just installed in UK and although I got 3 green LED’s on base station the new app couldn’t ‘see’ base station. Completed factory reset and app still cannot see base station, plus camera LED stays amber on base unit.

All help & suggestions gratefully received!!!

[Dannybear]

Have you tried using a pc to access your account using the website portal app?
Have you setup 2FA for the mobile device?

[GESUK]

Thanks for reply.
Same result on web portal and yes, am using 2FA.

[GESUK]

Latest is I have tried connecting to WiFi extender but same result.
Also Accessed main router diagnostic page and as far as I can see it says that base station has access to Internet…???

All help/advice welcome!

[jguerdat]

Did you actually remove the devices from Settings, My Devices as well as using the reset button?

[GESUK]

Yes

[StephenB]

Are you using the same account you had in HK?

[GESUK]

Yes…👍

[GESUK]

To give full picture, when I connected everything here for first time the base station had 3 green LED lights showing after I had re-inserted the batteries in the cameras.
The new app showed the base station but disconnected. I tried to then connect to the base station but no joy. In the end I followed the online instructions which ultimately led to a factory reset. Still no connection and now camera LED is showing amber.

[StephenB]

Can you tell us a bit more about how your network is set up? 

There's someone who had a similar problem, because they were connecting their base and a Eero mesh router to their gateway, instead of connecting the base to the Eero Mesh.  I'm wondering if something like that might be going on with your setup.

[GESUK]

Does this pic help?
Network cable connected direct from router to base station. When I access router log on page via 168.xxx.xxx then it shows connection status as ‘connected’ with IP & MAC address.
Address assignment DHCP.
IPv6 Addressing.
If that helps?

[StephenB]

Thx, no double routing in this case.

You mention ipv6 addressing, but also it looks like your local LAN is ipv4.  Do you have both ipv4 and ipv6 addresses on the WAN side of the router?

The base is close enough to the router to make me wonder about wifi interference.  But if that were happening the base would still be able to be added to the account.

[GESUK]

It’s a brand new router just delivered from the ISP.
I think it’s just ipv6. Would the base station only be compatible with ipv4?

[StephenB]

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@GESUK wrote:
I think it’s just ipv6.

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Your local address format (192.168.x.x) is IPv4.

Arlo should work with either, though my WAN addresses are either ipv4 or (in one case) both.

[GESUK · Accepted solution]

Problem solved thanks to Arlo support.
It’s an account region problem.
Created new account in UK and everything works first time!
Thanks all….