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]

We understand you're experiencing an issue with your legacy devices. These devices are now end of life and we do not have a fix available at this time. If you are still experiencing an issue please reach out in a private message with your contact information and we will connect you with a member of our escalations team to follow up.

[fubar2224]

Arlo Pro Camera

[StephenB]

---

@fubar2224 wrote:

Arlo Pro Camera

---

Was this in your account before?

Is it new (but old inventory)?

Or previously owned?

[fubar2224]

Was this in your account before?

- YES

Is it new (but old inventory)?

- YES, trying to add old camera I did not have connected for awhile to my system. It was connected previously to the  same system, same Base Station

[Aquilasteve]

@fubar2224, @StephenB   Hi.

Mine is still working so far.

FYI, my H/w, F/w info.

Base VMB 4000r3, F/w - 1.25.1.0.4589_1f1c874

Pro Cameras, H8, F/w 1.092.1.0_9_120d8b7

Web portal/Smart Home is Ver 5.3.3 (Release date Dec 19, 2024) connected to Asus DSL-AC68U, connected to Spark Ltd Hi speed fibre.

Android App, Ver 5.4.0_28783, (Samsung Galaxy S10) via wifi or 2Deg 4G network.

One quirk was, trying by laptop, no joy, then tried via phone app/wifi, selecting and adding a camera worked.

So I tried another, it too worked.

Looked over to the open portal, still nothing in devices until I logged out and logged back in again, (laptop).

Not sure if the app on the phone flushed something out or what, but the app wasn't working until I tried it when I posted earlier.

I hope this helps get your system going!

Just a last thought, have you had a chance to try it on an android phone instead of on an IOS device?

Good luck,

Best regards,

SteveH.

[Aquilasteve]

@fubar2224 , @StephenB @BrookeN 

Hi, mine is still working so far.

FYI: H/w, F/w and S/w info.

Base, VMB4000r3, F/w 1.25.1.0.4589_1f1c874

Pro Cameras, VMC4030, H8, F/w 1.092.1.0_9_120d8b7

Web Portal/Smart Home Ver 5.3.3, release date Dec 19, 2024.

Android, (Samsung Galaxy10), app Ver 5.4.0_28783.

Network access via wifi, Asus DSL-AC68U, laptop Win10 to Spark Ltd Hi speed fibre.

Access via S10, wifi and Data via 2Deg Mobile network.

What was a bit quirky was, trying to add cameras via web portal still wasn't working, so I tried it via the android app on my S10 and it worked.  It hadn't worked in the recent past.

Added two cameras using my phone app.  Looking over to the web portal still open and the added cameras were still not showing, even after a few mins.

Logged out of web portal and logged back in to find all is well on app as well as the laptop!

Could be the phone app finally flushed out something.......

I hope this info helps you to get your system up and running.

Uhh! Just a thought, have you tried using an android device instead of the IOS device? 

Could be there is a difference in the apps.

Good luck,

Best regards,

SteveH.

[Aquilasteve]

@fubar2224 , @StephenB ,  @BrookeN 

Hi, mine is still working so far.

FYI: H/w, F/w and S/w info.

Base, VMB4000r3, F/w 1.25.1.0.4589_1f1c874

Pro Cameras, VMC4030, H8, F/w 1.092.1.0_9_120d8b7

Web Portal/Smart Home Ver 5.3.3, release date Dec 19, 2024.

Android, (Samsung Galaxy10), app Ver 5.4.0_28783.

Network access via wifi, Asus DSL-AC68U, laptop Win10 to Spark Ltd Hi speed fibre.

Access via S10, wifi and Data via 2Deg Mobile network.

What was a bit quirky was, trying to add cameras via web portal still wasn't working, so I tried it via the android app on my S10 and it worked.  It hadn't worked in the recent past.

Added two cameras using my phone app.  Looking over to the web portal still open and the added cameras were still not showing, even after a few mins.

Logged out of web portal and logged back in to find all is well on app as well as the laptop!

Could be the phone app finally flushed out something.......

I hope this info helps you to get your system up and running.

Uhh! Just a thought, have you tried using an android device instead of the IOS device? 

Could be there is a difference in the apps.

Good luck,

Best regards,

SteveH.

[Aquilasteve]

Trying again to post this, got trapped as spam earlier.

@fubar2224 , @StephenB , @BrookeN 

Hi, mine is still working so far.

FYI: H/w, F/w and S/w info.

Base, VMB4000r3, F/w 1.25.1.0.4589_1f1c874

Pro Cameras, VMC4030, H8, F/w 1.092.1.0_9_120d8b7

Web Portal/Smart Home Ver 5.3.3, release date Dec 19, 2024.

Android, (Samsung Galaxy10), app Ver 5.4.0_28783.

Network access via wifi, Asus DSL-AC68U, laptop Win10 to Spark Ltd Hi speed fibre.

Access via S10, wifi and Data via 2Deg Mobile network.

What was a bit quirky was, trying to add cameras via web portal still wasn't working, so I tried it via the android app on my S10 and it worked.  It hadn't worked in the recent past.

Added two cameras using my phone app.  Looking over to the web portal still open and the added cameras were still not showing, even after a few mins.

Logged out of web portal and logged back in to find all is well on app as well as the laptop!

Could be the phone app finally flushed out something.......

I hope this info helps you to get your system up and running.

Uhh! Just a thought, have you tried using an android device instead of the IOS device? 

Could be there is a difference in the apps.

Good luck,

Best regards,

SteveH.

[Aquilasteve]

@fubar2224 ,  @StephenB ,  @BrookeN 

Hi, mine is still working so far.

FYI: H/w, F/w and S/w info.

Base, VMB4000r3, F/w 1.25.1.0.4589_1f1c874

Pro Cameras, VMC4030, H8, F/w 1.092.1.0_9_120d8b7

Web Portal/Smart Home Ver 5.3.3, release date Dec 19, 2024.

Android, (Samsung Galaxy10), app Ver 5.4.0_28783.

Network access via wifi, Asus DSL-AC68U, laptop Win10 to Spark Ltd Hi speed fibre.

Access via S10, wifi and Data via 2Deg Mobile network.

What was a bit quirky was, trying to add cameras via web portal still wasn't working, so I tried it via the android app on my S10 and it worked.  It hadn't worked in the recent past.

Added two cameras using my phone app.  Looking over to the web portal still open and the added cameras were still not showing, even after a few mins.

Logged out of web portal and logged back in to find all is well on app as well as the laptop!

Could be the phone app finally flushed out something.......

I hope this info helps you to get your system up and running.

Uhh! Just a thought, have you tried using an android device instead of the IOS device? 

Could be there is a difference in the apps.

Good luck,

Best regards,

SteveH.

[fubar2224]

@Aquilasteve , @StephenB 

Hi,

Everything looks the same except for the web portal and IOS app. Mine shows:

Web Portal Version
5.4.0
Released
Jan 3, 2025

My IOS app
Version
5.4.0
Released Jan 13, 2025

I do not have access to an android phone 😞

Is there any way to connect my phone directly to the wifi that the Base VMB 4000r3 is projecting?

[Aquilasteve]

@fubar2224 , @StephenB 

Hi,

The Base VMB 4000r3 is connected to the router via network cable. 

The wifi it uses to connect to the cameras is 2.4GHz encrypted and matches the channel your 2.4GHz wifi is on.  You cannot directly connect your phone to it's wifi.

You should be able to connect to your router wifi on any of it's frequencies, 2.4, 5 GHz and now WiFi 6 as long as they are all on the same network the VMB 4000r3 is on.

The only other apparent difference is you are using Apple products and I am not.

My android app was updated 10 Jan 2025.  Which maybe why it suddenly started working.

The IOS last updated on the 13 Jan 2025 and had 4 updates in Dec 2024.  It may still need another!

Not sure what else could be holding you up now.

[fubar2224]

@Aquilasteve @StephenB 

Hi,

Tried connecting Base station directly to Starlink just in case. Unfortunately got the same results.

1. Base Station and Camera blink and sync

2. Then nothing

Tried both web portal and phone app connecting to Starlink wifi.

[StephenB]

---

@fubar2224 wrote:

@Aquilasteve @StephenB 

Hi,

Tried connecting Base station directly to Starlink just in case. Unfortunately got the same results.

1. Base Station and Camera blink and sync

2. Then nothing

Tried both web portal and phone app connecting to Starlink wifi.

---

Does the base station show up (with an IP address) on the starlink's attached device list?

[Aquilasteve]

Even easier is to look on the Devices tab and see if it shows the base as online.

If it shows online it is in your network.

I still believe you should try an android phone, if you can borrow one, even without a sim you can still use it via your wifi. 

If it refuses to work after that then there could be other problems to solve.

[StephenB]

---

@Aquilasteve wrote:

If it shows online it is in your network.

---

Yes.  But the converse is not true.  It can be on your network, but not online.  It's useful to know if that is the situation.

[Aquilasteve]

@StephenB , @fubar2224 

Hi, another easy way is to observe the 3 leds on the base, the middle led is off, offline.

When it is on and blinking occasionally it is on line.

If the camera led on the right is off, no cameras, if it is on cameras are synced.

The web and app are not displaying the cameras in the device list.

[StephenB]

---

@Aquilasteve wrote:

Hi, another easy way is to observe the 3 leds on the base, the middle led is off, offline.

---

All are useful.  But once again, one of the useful troubleshooting tests is to see if the base station is getting an IP address from the router or not.  The best way to determine this is to look in the router's attached device list.  So I am asking @fubar2224 to make that check.

This is a particularly useful check with Starlink and Eero. 

[fubar2224]

@StephenB @Aquilasteve 

Hi all,

Checked Starlink device list and yes, its listed and has an internal ip address assigned.

Checked devices tab on web portal and phone app, both show Base Station being online.

Checked LED lights on Base Station, all 3 are solid green.

Gonna pickup some new cables in town as a last ditch effort and see what happens.

Cheers!

[StephenB]

---

@fubar2224 wrote:

@StephenB @Aquilasteve 

Hi all,

Checked Starlink device list and yes, its listed and has an internal ip address assigned.

Checked devices tab on web portal and phone app, both show Base Station being online.

Checked LED lights on Base Station, all 3 are solid green.

Gonna pickup some new cables in town as a last ditch effort and see what happens.

Cheers!

---

So the base is working correctly, it's just the cameras that can't be added back?

What cables are you thinking you need?

[Aquilasteve]

@StephenB 

Hi @fubar2224  you don't need any new cables, your physical system hardware appears to be functioning correctly.

What you are experiencing is identical to the scenario I had.  Albeit I am using Android, Win10, and Google chrome.

My time line is captured in this thread of yours.

On 2025-01-12 12:28 AM, Message 19 of 43, Web Portal and Android phone app not working.

Unknown to me on 2025-01-10 the app updated to 5.4.0_28783.

When i tried it on 2025-01-14 04:48 PM, Message 21 of 43, the Android phone app was now working and allowed me to add cameras.

The Web portal was not showing the added cameras until I logged out and back in again.

After that, all has been working correctly.

It all appears to hinge on the Android APP being updated.

Having been an Electronics Embedded Hardware Design Engineer for over 50Yrs, (retired), I can confidently point my finger at the IOS phone App needing another update  to bring it in line with the Android level.

@fubar2224  With the money you were going to spend on cables, buy a cheap or secondhand Android phone to test if the app will work.

This from Best Buy at $59! 

https://www.bestbuy.com/site/boost-mobile-samsung-galaxy-a03-black/6504695.p?skuId=6504695&intl=nosp...

Sup to you. 

[Aquilasteve]

@StephenB   ,   @fubar2224 

Hi, there is a new release in the app store of the ios app. to try.

5.4.2  19 Jan 2025

[fubar2224]

@Aquilasteve @StephenB 

Hi all,

Grabbed a crossover cable and a new network cable from town. Unfortunately still getting the same results, the cameras sync with the Base Station and thats it. It never updates in my account using my phone or web portal.

Things I tried were:
1. Using the crossover cable connected Base Station directly to Starlink. Starlink sees the device and has ip address
2. Using the crossover cable, connected Starlink to my Asus router. Connected Base Station to Asus router via ethernet port

Both scenarios get all green lights on Base Station

Other than my Iphone, I am using Win11 Pro with Google Chrome (Version 132.0.6834.84 (Official Build) (64-bit))

I will see if one of my friends can drop by that has an android phone and test out @Aquilasteve  theory.

Will update again in a few days.

Cheers.

[fubar2224]

@Aquilasteve @StephenB 

Just updated to this version and still didn't work.

Will try with an android phone

[StephenB]

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@fubar2224 wrote:

Grabbed a crossover cable and a new network cable from town.

 The base station was on line, so this really wasn't needed.

There have been a some other folks who have reported difficulty in reinstalling older cameras.  I'm tagging the mods - @JamesC . @BrookeN , @ShayneS - in case they have some other ideas.

[Aquilasteve]

@fubar2224  ,  @StephenB 

Shame the update didn't resolve it. ☹️

Not sure what you can do if the Android phone doesn't work.

Good luck.

[BrookeN]

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