Re: Doorbell Won't Connect to Base Station or Wireless
Update - March 31, 2020
Arlo SmartHubs - VMB5000 and VMB4540 are now compatible with the Arlo Video Doorbell. Please ensure that your SmartHub firmware is updated to the latest version, as listed below.
To migrate your Arlo Video Doorbell from WiFi connection to your Arlo base-station or SmartHub, please remove it from your account, wait for the factory reset to complete (LED ring should be solid white) then re-onboard.
This is the full list of supported base-stations and SmartHubs for the Arlo Video Doorbell.
@CooleyRobb Can you reply here with your SmartHub model and current firmware version, for both the SmartHub and Video Doorbell? You should be able to find the firmware version under the Device Information in the app.
I also gave it a go and tried to connect my Arlo Ultra SmartHub VMB5000r4 (Firmware 22.214.171.124_47571659aa) with no success. No new firmware update was detected. Removed and reset my video door bell (Firmware 126.96.36.199_526_7d9145d_58d) and tried to connect but still no success.
Same situation here. Verified my Hub Base station running Firmware: 188.8.131.52_475_71659aa
Removed my Arlo Video Doorbell, rah through the add device wizard. Failed finding the device.
Performed a hard reset of the Video Doorbell by pressing the button in back for 15 seconds, ran wizard again, Failed again.
Tried a third time, this time holding the doorbell button and reset button simultaneously for 15 seconds, again Failed.
Trying from an iOS device on the same WiFi network as my Base station.
This has been very frustrating and a waste of time.
how do we make this work?
We have determined that there was an issue with our backend servers preventing the Arlo Video Doorbell (AVD1001) from onboarding on VMB5000 and VMB4540 Smarthubs. We believe we have resolved the issue on our backend at this time.
You should be able to onboard the Video Doorbell using your VMB5000 or VMB4540 Smarthub at this time following through the normal flow on your iOS App. For those of you who have already installed the doorbell, simply swipe through the steps on the app; there is no need to physically disconnect and re-install your doorbell.
If the Video Doorbell still refuses to onboard to your base station, please take the following steps:
1. Reboot your Smarthub with a simple power reset, by disconnecting the AC power for at least fifteen seconds, then plug the power back in.
2. Perform a factory reset of the Video Doorbell ONLY. Insert a paperclip into the reset hole located on the back of the video doorbell, located between the power terminals. Press and hold the reset button with the paper clip for ten (10) seconds until the button on the front of the doorbell begins flashing quickly. Allow the doorbell approximately 45 seconds to boot back up and give a solid white light.
3. Try onboarding once again.
If you continue to experience issues, please let us know on this thread and we will follow up with you soon.
I've tried multiple times in the last two days to connect my Video Doorbell to Base Station including removal of doorbell from my account, factory reset of the doorbell, and run though the connection process. It won't connect to the base station.
It does connect pretty quickly to the WiFi though.
HW Version AVD1001Ar1.2, Firmware 184.108.40.206_526_7d9145d_58dd815
Thank you for letting us know you have been having difficulty. Have you tried again since last night? Our team made some back end server changes at around 9:00pm Pacific (12:00am midnight Eastern) last night that should allow the Video Doorbell to pair to your VMB4000 Base Station. If it is still not working today, please let us know. We will capture logs from your base station for our engineers to analyze.
I repeated the steps last night and it successfully connected right away. Thanks for the quick responses and much needed support. Awesome community!
I saw the notes about updating the backend servers last night so I tried two or three times this morning around 9:00 AM EDT.
Thank you for the update. I will start a ticket for the VMB4000 not onboarding the AVD1001 now. I will also send you a PM with a request and instructions for capturing a log from the app itself.