Base station vmb4000 suddenly missing

[Jim97]

Hi Team,

last week, one of my 2 bases is missing, along with the attached devices.

No actions or changes were performed , during the last months.

The missing base is properly connected to the network. The led status : green-green-orange

Could you please assist ?

[StephenB]

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@Jim97 wrote:

last week, one of my 2 bases is missing,

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Not in the account at all?  Or in the account, but offline?

[Jim97]

Thx,

not in the account at all, like deleted

regards 

[StephenB]

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@Jim97 wrote:

not in the account at all, like deleted

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Try resetting the base (with a paper-clip) and then re-adding the base station to the account.

• https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-SmartHub-or-Base-Station

After the base station is in the account, you'll need to re-add the cameras.

[Jimmy971]

thank you , but this is not a true solution : how come I have to do again the whole process from scratch, involving climbing to grab all the mounted cameras, without knowing the root problem ? 

I mean, without proper investigations, this problem could occur again , and this is supposed to be an home security product, and with paid subscription 

[jguerdat]

A system that has just disappeared likely was removed by someone, perhaps completely by accident. It could also be a display issue - have you tried both the app and web client to see if there's a difference? What does the "disappeared" base show on its LED(s)?

[Jim97]

I am the only admin for this system

It's the same on the web access : the base and related devices are missing

Is there any logs or diags datas that can be retrieve for the support ? It could very helpful to find out

[jguerdat]

The logs are available only to the official support folks. You need a subscription to talk to them so you could buy a monthly single camera sub to enable your access to see if logs provide help. Cancel the sub when done.

However, you didn't answer the question about what the LEDs on the base are showing.

[Jim97]

thank you, I will try again with support, as the App sent me straight to the community help

I do have a subscription plan.

Sorry for the leds :  GREEN-GREEN-AMBER

[jguerdat]

That likely means the base has to be re-claimed (start fresh) which, of course, would explain its disappearance.  How that happened is a mystery which you may never be able to explain.

[Jim97]

ok , but I'm sure to understand the reclaim & start fresh

You mean to reboot the device ? (done already, a couple times)

I can see from my library that videos stopped the recording since Feb 22

[jguerdat]

No, click on Add Device in the Devices tab to start as if you just bought the system.

[StephenB]

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@Jim97 wrote:

ok , but I'm sure to understand the reclaim & start fresh

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He means to do the factory reset I suggested above, and then re-add the cameras.