VMB5000 not updating firmware

[TOEKNEEE]

VMB 5000 not updating firmware. Arlo support says its system problem and not a problem with my unit. Is this true?

[Lotusnick]

Has there been an updates on the above issue?

I get the same error when trying to update my VMB4000r3 base station.

[jguerdat]

I looked at my 5000 to see if there was an update but nope. I then tried the Check for Update and got the attached error. @JamesC , @ShayneS , @BrookeN  is there an update for these hubs? I have 1.28.1.0_1940.

[ShayneS]

@Lotusnick 

Can you provide a screenshot as well? 

Thanks 

[ShayneS]

@TOEKNEEE 

I don't see any Smart Hubs online, can you bring it back online is I can take a look. 

@jguerdat That is the latest version, I also could not reproduce the pop-up messaging error.

[Edinburgh_lad1]

@ShayneS There's a new feature with the latest firmware update that doesn't seem to be working is what Jeff @jguerdat means. So, if you go to the Firmware option in your SmartHub, there's a new option to 'Check for Update'. This option doesn't seem to be working. 

(Other issues: first, this option relates to the SmartHub, so why is there a reference to 'Camera', instead of 'device'; second, 'Camera' should be a small 'c' mid-sentence, per rules in English; and third, why is there a picture of the Arlo Wired Floodlight camera in the Background when you select 'Try Again'?). 

[jguerdat]

@ShayneS I can produce that error on both my 4540 and 5000 hubs using the latest Android app on multiple devices. Here's a link of checking firmware as well as using Try Again multiple times:

https://drive.google.com/file/d/16fYgqFMakexP48orDlCDQWFcP45BbP0s/view?usp=sharing

Also, the inability for us to check firmware versions ourselves is part of the issue - we have no way of determining of what the latest version is.

[StephenB]

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@jguerdat wrote:

@ShayneS I can produce that error on both my 4540 and 5000 hubs using the latest Android app on multiple devices. Here's a link of checking firmware as well as using Try Again multiple times:

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With iOS, checking the firmware on my VMB5000 tells me the firmware is up to date. 

But the navigation controls are missing on that screen.  Swipe-down will get you back, but IMO that is not very intuitive (and not consistent with the other screens in the app).  

[ShayneS]

Got It. I can reproduce on Android but not iOS. I will let the team know now and update ya'll when I receive more info on it. 

[Kshill2000]

I'm having the same problem with my VMB4000 base station. 

Unable to update firmware due to "low battery" on a device that's plugged in to a wall socket. 

This makes no sense.  What's going on here?

[Lotusnick]

 

[Lotusnick]

I had some issues with sone cameras and had to reset and speak to the helpline. I was told to ignore the message as they could see my hub was on the latest software.

[Rsharma85]

Despite power recycling multiple times and connecting via ethernet, base station will not update.  States "Firmware status could not be checked."  I have tried all troubleshooting steps to no avail.  Please help!

[jguerdat]

While it would be a PITA, removing the hub and any devices connected to it from your account and then add back as if new. That should fix the update issue.

Or just wait and see if a slow rollout of the firmware is affecting you.

[ShayneS]

Hi @Rsharma85 

Do you have a prompt saying that the base station needs to be updated? 

[Rsharma85]

Thank you - I will try that and report back

[Rsharma85]

Yes, it states it needs to check for updates and then times out after failing to find any

[ShayneS]

Can you provide a screenshot of this messaging.

[Edinburgh_lad1]

Hi @ShayneS 

My VMB4500 from another site is showing as offline but it's online. So, actually not sure which. One thing for sure is that when I moved it to this account to test (associated with the email address from the forum), it doesn't let any cameras connected because it says it's offline. It's stuck on 'getting status'.

Then it shows a message that firmware upgrade is required for this camera (!) but that battery levels are too low to proceed.

I'd like this fixed please. Thank you!

[Rsharma85]

 

[Rsharma85]

Tried removing all devices, unplugged and replugged everything including router, reinstalled arlo app, but still no luck unfortunately.

[ShayneS]

@Edinburgh_lad1 

You removed it and re-onboarded (it appeared online and normal) and it's now saying offline? 

[Edinburgh_lad1]

Thanks for getting in touch. I'll reconnect it tomorrow so you can please have a look at it. Thank you. I'll let you know when I've done it.

[RichWood]

Mine showed that too. But my firmware was current. Everything was working so I just ignored it, even though it bothered me to let it go. 

[RichWood]

Years ago I had to do a Factory Reset to clean it up after years of service, it wouldn't hurt to do so. Unrelated, I had this same 4500 take a lightning strike and is still going strong. The lightning took out the adapter, but the device still works well.