Uk

[Dazcass]

I’ve been told I needed to upgrade my smart hub so I can record locally. I purchased a VMB4540. I can’t get the app to find it. I’ve tried absolutely everything. There’s no phone number to call in the uk for support and I’ve emailed a versisure address listed. How ridiculous! I’ve had 6 cameras for years that worked fine until I stopped the subscription. Now I can’t get a made station to work that cost me yet another £110! Terrible customer support and I still have no camera protection a week on from. I can’t even get the old smart hub to work again. 

[StephenB]

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@Dazcass wrote:

I’ve been told I needed to upgrade my smart hub so I can record locally. I purchased a VMB4540. I can’t get the app to find it.

Is it connected to your router's ethernet?

[Dazcass]

Yes, I’ve gone through all the troubleshooting on the site. 

[StephenB]

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@Dazcass wrote:

Yes, I’ve gone through all the troubleshooting on the site. 

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Are you seeing the smarthub in your router's attached device list?

If you are, try pinging it from a PC.

[Dazcass]

I’ve not tried pinging it. It’s showing as a WiFi hub on my phone. But it asks for a password to log into it. 

[jguerdat]

That's correct operation. While you can view the hub as a stripped down router it's also impossible to log into it (or its WiFi network) for various reasons, mostly for security.

[Dazcass]

Ok, so it appears to be working. But my app can’t find it. Anything else I can do? 

[StephenB]

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@Dazcass wrote:

I’ve not tried pinging it. It’s showing as a WiFi hub on my phone. But it asks for a password to log into it. 

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Ok, as @jguerdat says, that is normal (and you cannot join that network, it is only for the cameras).

But seeing the WiFi network doesn't mean that the smarthub is properly connected to your home network.  So please check your router's attached device list, and then try pinging the smarthub.

[Dazcass]

I’ve looked on the device list and can’t see anything with the name Arlo, or a MAC address that matches the one printed underneath the smart hub, I assume that’s what I am looking for? 

[Dazcass]

I’ve now managed to ping the smarting and it comes back ok. 

[Dazcass · Accepted solution]

It now seems to have sorted itself out thank you. 

[StephenB]

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@Dazcass wrote:

I’ve now managed to ping the smarting and it comes back ok. 

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Ok.  If you tried to add it using the phone app, then I suggest trying a PC (my.arlo.com).  Ideally connect the PC with ethernet.