Unable to connect Arlo Pro Camera to system after upgrading to Secure Plus

[fubar2224]

I have read and tried all of the steps provided I found in similar threads about this, unfortunately nothing works. Even when my firewall is off or having my Base station connected directly to my Starlink router via ethernet, my camera's LED blinks Blue very fast "like it should" and the Base station sync does the same, but then nothing. All of this worked in the past. The ONLY THING that has changed is I upgraded to Secure Plus this week. Now nothing works. I see my system is EOL and can no longer get any type of support from Arlo, hence why I am here. Is there anyway to make this work?

Steps done:

1. Upgraded application to Secure Plus

2. Tried disabling firewall, rebooted both private router, Starlink and Arlo Base station. Same results

3. Tried using wifi app to locate devices, other than seeing how fast my internet is, it can't find anything

4. Tried connecting Arlo directly to Startlink, rebooted both, tried adding camera, LEDs blink and then nothing

Looks like Arlo servers won't allow me to add anything even though I have unlimited devices.

Suggestions other than upgrading equipment?

[BrookeN]

This is currently being investigated, I will update the community with any updates as soon as possible. 

[fubar2224]

UPDATE******

Tried same steps using a different internet provider (T-Mobile) and the same thing happens. At this point I believe Arlo is specifically not allowing the addition to occur and forcing users with old stuff that still works (ie. I have 10 functioning cameras right now) to no longer be able to do so. Love spending thousands of dollars, pay for an unlimited account and then being forced not to be able to use it. 

[jguerdat]

I'm slightly confused. Are you trying to connect to a cell provider, WiFi or your base station? The latter is not supported for the Go 2 while the WiFi could be an issue with security settings in the Starlink setup (I'm not familiar with that but others have reported such a problem in the past). 

As to the cell provider, the camera has chipsets specific to the provider. The Arlo.com site lists 2 providers - Verizon and Cellcomm. Where did you buy the camera?

[fubar2224]

This is the original Arlo system that use the Arlo Pro Camera with a Base Station. All cameras are synced to the base station and the base station is hardwired via ethernet to the Internet provider. Issue happens using both T-mobile or Starlink as the provider.

All existing synced Arlo Pro cameras work fine, just unable to add anymore.

[jguerdat]

Please go through my initial response and answer everything. I don't see T-Mobile as offering the Go 2 so that may well mean their SIMs aren't supported. The cell chipsets are specific to the provider so SIMs can't just be randomly swapped. As for Starlink, there's the remaining question about their security settings - a search here may provide what others have done to fix the issue.

[fubar2224]

Not sure how you misinterpreted this, but the type of cameras I have are ARLO PRO (the original), not Go 2.

Everything connects using a VMB4000 Base Station.

Per my original post, I have already done all the other steps to try and remedy the issue. Everyone else gave up, sold the system and moved on. Is that what you are suggesting? Dump ARLO and go to another provider?

[StephenB]

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@fubar2224 wrote:

Not sure how you misinterpreted this, but the type of cameras I have are ARLO PRO (the original), not Go 2.

Everything connects using a VMB4000 Base Station.

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I think @jguerdat missed that you were talking about T-Mobile's Home Internet Service.

FWIW, there are several posters who have reported that they cannot install Pro and Pro 2 cameras.  This is not related to their ISP. 

If you are using "add device", then perhaps try the push button method of pairing the camera with the base.

Are these cameras you purchased used?  If they were not removed from the original owner's account before sale, then that might account for the symptoms you are seeing. 

[fubar2224]

Hi StephenB,

Unfortunately I have tried both ways to sync the cameras to no avail. These cameras are all original from when I set up the system years ago. I am the original owner of all the Arlo equipment.

I have more cameras I can try and see if they will connect. Otherwise I guess they are useless at this point.

Thank you for your suggestion.

[jguerdat]

Sorry about misreading the original post. I saw T-Mobile and ass-u-me-d the Go 2.

Have you tried removing your base from your account and add it back, as if new, to see if that makes a difference?

[fubar2224]

I have tried:

1. direct connect to internet providers(Starlink or T-Mobile) with base station, fails

2.setup port forwarding on internal router per Arlo FAQ and then connect to internet providers, fails

3.tried 8 other Arlo Pro Cameras to sync, they all do the same thing

- sync lights on base station and camera blink

-then blink fast for 10 seconds

-then nothing

--it does the same thing using my app on the phone or using the web browser interface

I will not be trying to remove and re-add my base station as there is no guarantee it will work and I could lose what cameras are still working now

[Aquilasteve]

Hi, I have the same exact problem. Same items.

I have reset the base station to factory, it reconnects, checks for and updated to the latest firmware and goes online.

The camera led stays off with no cameras powered.

For the first camera, held the sync button for 20sec, let go, blue light flashes slowly for a while,then orange, then blue fast for 10sec.

Camera leds off and the base stn led is now on green, so it now sees the camera.

The software is not adding the camera to the device list, so no visibility in the feed.

Removed the battery from camera, and power cycled the base stn.

Left led green, network led green and flashes when active, camera led is off.

Added battery to camera and powered up. Blue led flashed about 3 times and went off, at the same time the base stn camera led flashed and stayed green.  

This confirms the two are synced but are not being recognised in the 5.3.3 web portal software and need to be fixed.

Regards,

SteveH.

[BrookeN]

Thank you for providing information regarding the behavior you are seeing. I have reached out to the development team to look into this. I will update the community as soon as possible. 

[StephenB]

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@fubar2224 wrote:

I have tried:

1. direct connect to internet providers(Starlink or T-Mobile) with base station, fails

2.setup port forwarding on internal router per Arlo FAQ and then connect to internet providers, fails

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With T-mobile all you should have to do is plug the base station into the LAN ethernet port on the gateway.  I tried this myself awhile ago (sometime in 2023 I think) with a VMB5000 and had no problems.  Forwarding ports doesn't accomplish anything with T-mobile, since their network simply doesn't support inbound connections to their gateway.

However, I did not try installing a camera while connected to the T-mobile network.

[fubar2224]

Hi,

Thank you for confirming you are seeing the same issue as I am. Hopefully Arlo Development will fix it.

[fubar2224]

Hi BrookeN,

Do we have any update from development on this?

[Aquilasteve]

Could try bringing it to the attention of these guys.

I am tagging the mods - @JamesC , @ShayneS , @BrookeN - to call their attention to your issue.

[BrookeN]

@fubar2224 are these new Pro 2 cameras that you are connecting or are they existing ones?

[fubar2224]

Hi BrookeN,

These are the original Arlo Pro Cameras that came with the VMB4000 Base station when Arlo first started. Over the years I have acquired over 20 of them and they all have worked as needed before. Currently I have 13 running now.

[Aquilasteve]

@BrookeN  Hi, this is the same for me as well.

Regards,

SteveH.

[Saphod]

Hi,

When I first open up the Arlo Secure App on my iPhone (i.e. it was not previously opened in the background), it is working fine. 

However, when I switch apps and leave Arlo Secure as background task, random cameras will show a red exclamation mark when returning to the app. Repeating this process can lead to different results, but most of the time, all of my four cameras will show that exclamation mark, as though they weren’t connected.

I have to close the Arlo

Secure App (via App Switcher and swiping up) and “restart” the App to show all cameras working again. 

This is reproducible.

All my cameras are connected fine and I have not made any changes. I also deleted the app and reinstalled it but to no avail. 

This issue just recently started on the Arlo Legacy App. I have since upgraded to the Arlo Secure App, but I don’t see a change. 

Could this please be investigated?

Thanks!

iPhone 15 Pro

iOS 18.2.1

Arlo App 5.3.4 (8851) as of 18/12/2024

****** EDIT ******
Turns out it is not as reproducible as I thought it would be.  I just went into HomeKit to have the cameras updated there. The Arlo Secure App now seems to be a bit more reliable (it still shows red exclamation marks for the cameras when “reactivated”, but after a few seconds it might eventually update… “might” because it didn’t work consistently). I have no idea what the issue could be…
*******************

[Aquilasteve]

@StephenB , @BrookeN , @fubar2224 

Hi, as of today, 14th Jan 2025 New Zealand time 16:30, both the android app and the web portal are now functioning correctly.

I can add cameras to the device list and see video live and from the 'cloud'/library.

Many thanks.

Best regards,

SteveH.

[fubar2224]

@StephenB , @BrookeN, @Aquilasteve 

Hi all,

I just tried using both the web portal and the Apple IOS Arlo Secure app to add a new camera and both failed. The web portal said my Base Station was up-to-date. Maybe whatever was changed in New Zealand hasn't come to the USA yet?

[StephenB]

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@fubar2224 wrote:

@StephenB , @BrookeN, @Aquilasteve 

Hi all,

I just tried using both the web portal and the Apple IOS Arlo Secure app to add a new camera and both failed. The web portal said my Base Station was up-to-date. Maybe whatever was changed in New Zealand hasn't come to the USA yet?

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Please post the base station firmware.

If you've connected the camera to your home wifi, then also post the camera firmware.

[fubar2224]

@StephenB , @BrookeN, @Aquilasteve 

Hi,

Base Station is

hardware: VMB4000r3

firmware: 1.25.1.0_4598_1f1c874

No idea what firmware version cameras I am trying to add have. Existing cameras that currently work have:

Pro Camera:

hardware: H8

firmware: 1.092.1.0_9_120d8b7

[StephenB]

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@fubar2224 wrote:

No idea what firmware version cameras I am trying to add have.

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What is the model of these cameras?