base station "getting informations"

[Chief-kir]

As from yesterday I cant arm my system

The app doesn't get the status from the station

I have VMB4000r3 with 2 cameras

I can stream videos live and turn the alarm on with the app but i Can't arm the system when i leave my house.

What has changed?

What to do?

I have tried to reinstall the app (latest version android)  and restarted the basestation but it just keeps trying to get status without any success

[ShayneS]

Do you have a screenshot of any error message? 

Is this occurring with iOS or Android. Are you able to change the mode on the web portal at my.arlo.com?

[Chief-kir]

Android

I have tried using the webportal but same thing...

I have tried to reset factory setting and also the cameras but it just keeps trying to get status...

Trying to recieve status and just stays in that mode.

Cant get status 😟

[frossie74]

Hi, 

i tried everything. 
From the app, from the website, resetting the basestation, reconfiguring cameras...but my basestation VMB4000 remains in "getting informations" . I cannot change mode and all my cameras, after the reconfigurations, now remain active . The only way to stop push notification and video recording is powering off the basestation . 

How can i recover my basestation ? 

[4nancy]

I have a similar issue after the firmware update and it’s so frustrating.  Recordings no longer show up under each camera but only available under the feed. 
I dread trying to contact support and try to figure this out. Last time it took over 6 phones calls to fix a firmware update issue. 
I hope someone from Arlo will get on this problem with a solution here for us, or if you have one, please share. Thank you! 

[frossie74]

Unfortunately I don't have any solution yet ! 

I tried everything. I reconfigured also base station (VMB4000) with all the cameras but now I was forced to poweroff the basestation because all the cameras are active with continuous recording and push notification. 

I cannot access to basestation ("getting informations" error) so I'm unable to disarm cameras. 

Very disappointed . I have 5 arlo cameras in my house. 

If someone have a solution please help. 

[ShayneS]

@Chief-kir 

Can you provide a screenshot?

[frossie74]

The only solution i found was to link Arlo with Alexa. In this way i can arm and disarm basestation but i cannot interact creating other scenario and so on. 

Arlo team !! Where are you ???? 

[Chief-kir]

  I bought a new hub to try it out så the new one works but the old one (the one with siren) just keep trying to get status . I have attached both from the android-app and the desktop version.

[ShayneS]

Have you tried factory resetting that base station by chance? 

[Chief-kir]

Yes

I have tried it several Times.

Both the basestation and the cameras 

Unfortunatly nothing helps 

I have bought a new hub and it works Great but there is no siren so it means i have 2 by 4 new cameras (very expensive) just because from 1 day the basestation cant fet status 😟

[ShayneS]

Did you factory reset per this how-to article? https://kb.arlo.com/000062881/How-do-I-factory-reset-my-Arlo-SmartHub-or-Base-Station-Arlo-Secure-4-...

[Chief-kir]

Yes

I have been reading all articles 100 Times and tried everyrhing

So stranden that from 1 day, i cant get status

Feels more like arlo has done samething on purpose 🤷‍♂️

[frossie74]

i also tried everything. resetting several times the basestation, resetting the router, resetting the cameras.. 

a lot of times . the led are all green, i could arm and disarm with Alexa but not enough for me to personalize settings.

My friend give me his old basestation vmb3000 and it works well. 

i supposed that something is blocked on arlo cloud . 

With mac or serial number you cannot do anything ? 

[Notinorbit]

As of yesterday, Sat 3 May 2025, I have exactly the same problem with base station VMB4000R3. Seems that we are in the same country. 

Never had this problem before.  
The base station is stuck with message ‘getting information’ so I’m not able to arm/disarm.  Happily it is in armed mode and is recording videos, but the only way to disarm is to switch the cameras off. 
Probably happened with new software.  Is the VMB4000r3 retired?

Is your problem solved?

[frossie74]

Solved ?? Nooo 

i'm running with the old base station 3000 lent by a fried...

Waiting someone from Arlo to solve the problem ! 

[Notinorbit]

I thought I was replying to Chief-kir.   Sorry. 

[Chief-kir]

Hi

No, the problem is not solved and unfortunatly this product has reached EOL (I think) so I cant even issue a question to Arlo.

As I said earlier, I have bought a new hub but there is no siren on the new modells and to have a siren requires new cameras and they dont Come cheap. 

[frossie74]

Yes but it cannot be a casuality . Why VMB4000 ? Only because it is EOL ? Why Arlo force us to buy another basestation ? 

[Chief-kir]

Probably because that forces you to buy new cameras also

And The old products have cloud storage including in the product but the new products require subscription 

So you have to buy new station,  new cameras and pay subscription i guess 

[frossie74]

Somebody that have a VMB4000 basestation working now ? 

[Notinorbit]

Why does not Arlo make clear what is supported and what is not supported. 
As an old customer I haven’t got any information from them. 

[Chief-kir]

The last post i found in the community regarding the basestation is from december 2024 and it said that the basestation w4000r3 is not listed among EOL but when I try to issue a ticket from my account regarding the basestation,  it wont work

I dont know what to do now 

[StephenB]

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@Chief-kir wrote:

No, the problem is not solved and unfortunatly this product has reached EOL (I think) so I cant even issue a question to Arlo.

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None of the base stations are on the EoL list.  Though the VMB3xxx only support EoL cameras, so they might be considered EoL by Arlo support.

[frossie74]

I don't know how to open a ticket because when i try the website try to sell to me the service plan . 

maybe with email ?