Arlo App cannot find VMB5000 on Telstra NBN

[perturbed]

Hi all - I need help pretty desperately!

No matter what I do I cannot get the Arlo app to "find" the VMB5000 SmartHub on a Telstra NBN connecting using the latest Telstra Smart Modem Gen 2 (Arcadyan LH1000). All the lights are blue, the connections are solid, everything should work but I can't connect the app to the SmartHub so I have a lot of expensive cameras acting as paperweights.

I have created a static IP from the router for the SmartHub and I have set up Port Forwarding for ports 80, 123 and 443 (see image).

I have tried every combination that I can find, research, imagine and dream up but nothing is working and I have had no luck with either Arlo or Telstra support. I am not happy but I don't know where to go for answers.

Any advice would be greatly, greatly appreciated.

Thanks!

[jguerdat]

The port forwarding isn't necessary for most installations unless a router security config blocks access on those port to arlo.com. 

By any chance are you using a VPN? If so, disable that during setup.

[perturbed]

No VPN running.

Arlo support looked up my Telstra router and said that I need to open the ports - do I open them on the router or the VMB5000? I called Telstra and they didn't tell me how to do it. I have looked up my open ports using the Fing app (I'm on Mac) and -

VMB5000: 53, 554

Telstra Router: 53, 80, 81, 85, 139, 443, 445, 1990

I have attached an image of how I thought I was meant to open the ports in my router settings but obviously that hasn't worked.

[jguerdat · Accepted solution]

That looks right to me as long as that's the proper IP address for the hub. This is usually unnecessary but I'm not familiar with Telstra.  Have you tried a reset of the hub (hold the button for >10 seconds until the LED flashes amber, let it reboot to a blue LED) and try again? A reboot of the router may help, too.