Arlo SmartHub cannot be discovered. Happened 3 weeks ago. Tried calling and saying to re-plug.

[Irismo]

Hi guys,
I have been trying to connecting back my Arlo smarthub (cause of arlo camera kept going offline and tried to reset it), but I couldn’t discover it. This happen since 3 weeks ago, I had been talked to the support(the name: Andreas), but they just disconnected the chat with me.
They couldn’t fix my problem, only thing they keep saying is “unplug and plug in again”. Totally speechless!
I couldn’t call them cause of they closed.
Is there anyone have same problem with me? The smarthub light keep solid red (sometime going to blue for 1-2 minutes)
Also, I tried all the methods you guys mentioned (port forwarding, unplug the sd card and etc)
Any solution?

Thanks a lot

[StephenB]

---

@Irismo wrote:
Is there anyone have same problem with me? The smarthub light keep solid red (sometime going to blue for 1-2 minutes)

---

Likely it is actually amber: https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-base-station-mean

That means the base can't connect to either your router or the Arlo cloud.  Try a different LAN port on the router and a different ethernet cable.

You can also try resetting the base ( https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-SmartHub-or-base-station-to-the-default-values ).  

Who is your internet service provider?

[Irismo]

Well. I tried all the method including LAN port and new cable as well. It doesn’t work at all. I’m so disappointed about this rubbish.
I even press the reset button for 1 min, no response at all.
I’m using TPG by the way.

[StephenB]

---

@Irismo wrote:
Well. I tried all the method including LAN port and new cable as well. It doesn’t work at all.

---

If the base was just purchased, then I'd exchange it with the seller.

Alternatively, try contacting Arlo support: https://www.arlo.com/en-us/support/contact.aspx

[Irismo]

As I mentioned before, I contacted them and they just keep saying unplug and plug in again. It wasn’t helpful at all. At the end, I just disconnected my chat. This is ridiculous!

[StephenB]

---

@Irismo wrote:
As I mentioned before, I contacted them and they just keep saying unplug and plug in again. It wasn’t helpful at all. At the end, I just disconnected my chat. This is ridiculous!

---

I was thinking you could insist on a warranty replacement.  But as you found out, that could take a while.

Exchanging with the seller is faster, and it is quite possible that you have a defective base.