VMB5000 Base station not seen by app

[SyberianTyger]

My VMB5000 is now not seen by the Arlo App after update on 20/06/24. Tried factory reset, connecting to main hub on my Net gear Mesh System. When powered up and connected to router, there is a blue light on front of base station.

[StephenB]

---

@SyberianTyger wrote:

My VMB5000 is now not seen by the Arlo App after update on 20/06/24. Tried factory reset, connecting to main hub on my Net gear Mesh System. 

---

Did you remove the smarthub from your account, and then add it back after the reset?

[SyberianTyger]

I removed it from my account but cannot see how to add back in. My account seems to not want to let me do anything as I do not have a subscription. I store my videos on a sim card and back up to a local drive. Could this be the reason??

[StephenB]

---

@SyberianTyger wrote:

I removed it from my account but cannot see how to add back in. My account seems to not want to let me do anything as I do not have a subscription.

---

Are you using the app on the phone?  Or my.arlo.com?

Do you see "Feed" and "Dashboard" in the app?  Or do you see "Library" instead?

[SyberianTyger]

Primarily phone.

When I open the app it just asks me to add a device. When I follow the process, it searches for a devices and returns device cannot be found even though there is a blue light on the front showing connected to internet.

[StephenB]

---

@SyberianTyger wrote:

Primarily phone.

When I open the app it just asks me to add a device. When I follow the process, it searches for a devices and returns device cannot be found even though there is a blue light on the front showing connected to internet.

---

Do a factory reset of the base with a paper clip and try again.  If you use a VPN, then make sure it is disabled, and that the phone is connected to your home wifi.

If that fails, try using my.arlo.com on a PC (not a mobile device).  That sometimes works then the app fails.

[SyberianTyger]

Tried again on mobile app with VPN dissconnected, nothing.

Tried Imac with VPN dissconnected, nothing. Same message, cannot find base station.

[StephenB]

---

@SyberianTyger wrote:

Tried again on mobile app with VPN dissconnected, nothing.

Tried Imac with VPN dissconnected, nothing. Same message, cannot find base station.

---

This is after you did the paper-clip reset?

[SyberianTyger]

Yes twice, once after removing VPN on app and agin before using IMac

[StephenB]

---

@SyberianTyger wrote:

Yes twice, once after removing VPN on app and agin before using IMac

---

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

[SyberianTyger]

Yes

[StephenB]

It's a bit confusing that you are still seeing the blue LED on the base after the reset.

I'm tagging the mods - @JamesC , @ShayneS , @BrookeN  - so they can create a support ticket for you.

[ShayneS]

@SyberianTyger 

I have escalated this for you and Support will be reaching out as soon as possible