VMB5000 Token Reset Request

[mykeb]

Hello -

My Arlo app is unable to detect my vmb5000.  I've tried factory resetting numerous times without success.  I can see the smart hub is on my network via the router's client list and it has a blue led, but it is not detectable.

Would a token reset be a next step?

[BrookeN]

The token reset is only for Apple Homekit. Remove the VMB5000 from the account. Make sure you do these exact steps to reset the basestation:

https://kb.arlo.com/1057976/How-can-I-factory-reset-my-Arlo-SmartHub-or-Base-Station

After the reset, please add it back to the account. Please keep in mind that it does need to be connected via ethernet cable.

https://kb.arlo.com/996/My-Arlo-SmartHub-or-Base-Station-is-offline-how-can-I-troubleshoot-it
 

[mykeb]

Thank you for the response.

I had previously removed the VMB5000 from my account, factory reset it using the same steps as in the link you forwarded, and am trying to add it back to my account.  no success.

[BrookeN]

When trying to add it, can you tell me what you are seeing? Have you tried to onboard it from a different device?

[mykeb]

any other suggestions?

[mykeb]

It's removed from my account, it's been repeatedly factory reset, restart results in steady blue LED, am unable to detect it when. trying. to add it back to the account when using both my iPhone and laptop.  However, as I said earlier, I can see it is on my network when viewing my router client list

[mykeb]

what I see is the app timing out and providing the red x and message that no device could be found

[BrookeN]

Reset the router, then reset the basestation, make sure the ethernet cable is plugged in all the way to the router and the basestation, and try to onboard the basestation again. 

[mykeb]

Router reset, basestation reset, searched for Arlo devices using the phone app, no success.

[BrookeN]

Were you able to get this set up correctly?

[mykeb]

Yes, thank you for your patience.  It took numerous additional repeated attempts, but eventually the iPhone app recognized the basestation.

Can you explain how the app and basestation are envisioned to interact electronically during the "find" phase so that I might better understand what might be impeding success?