VMB5000 online but app says offline

[angie321]

We have had our Arlo set for several years - a VMB5000 basestation and 3 cameras. We had to disconnect it for a while but now the app shows that we have no devices.  I have

• deleted the app and reloaded it. 
• I have followed all the suggestions about unplugging from both ends of the cables connected to the basestation and  waiting the proscribed time.
• I have now managed to add the basestation as a device on the 7th time of trying, and the light is on blue, signifying connection to the internet.
• The app says it is offline.
• I cannot add any cameras because the basestation that is online is also offline at the same time (Schrödinger's basestation?!)
• I have spent ages trying to sort this and are now eyeing up Ring cameras on Amazon.

Can anyone help me sort this out before I give up and jump ship?!

Thank you in advance! 

[jguerdat]

Since nothing is working, I'd suggest starting fresh. Remove all devices from your account. Follow these FAQs carefully to reset things (the first one is to reset the hub and the second is for the cameras):

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

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

Begin to set things up by claiming the hub (hopefully won't take 7 times again but it may be that damn cat) and then the cameras.

If that doesn't help, cancel your subscription and go to Settings, Data Privacy, Account and choose to completely remove your account. Set up the account again (you can use the same email and password if desired) and try again. I'm not sure if you will get trial subscriptions for your cameras (I doubt it) but if not purchase an appropriate plan.

Does any of this help?