Arlo App Cannot find Devices after a Reset

[carib909]

I own an Arlo Legacy four camera system. I assume it is just the Arlo Model. The app is version 6.6.6. When I bought this there were no other models. I reset my base station because my cameras were being turned off every day at 5:00pm PST. I never set that up. After the upgrade that changed the way the app works on iPhones, all I did was add back a Custom mode I had before to arm one camera when I am at home.  I really detest that I get a message every time I arm or disarm the cameras, EXCEPT I never got the one at 5:00pm. (I think I disabled that feature) I look at the history and anytime I'm away from home at 5:00pm, the system disarms itself. After the reset, no devices are detectged even after syncing each camera. The app just keeps churning and never finds any devices. The website finds no base station on my PC. What should I do? 

[StephenB]

---

@carib909 wrote:

The website finds no base station on my PC. 

---

You need to get the base back into your account before you can add back the cameras.

Do you see the base in the Arlo app?  If you do, then you likely are using a friend account on the PC.  

[carib909]

No matter how many times I reset the Base Station, I never see it in the app or when I log into my account on a PC and try to add devices. Searches always return nothing found! Computer and Arlo Base are on the same network which shows up in my PC network settings. 

[jguerdat]

WHat are the base LEDs showing?

[carib909]

Two solid green, the third from left, solid amber. All devices are within one foot of base. Moving further away makes no difference. Base is connected by Ethernet. WIFI connection to the same network does not help!

[carib909]

If you know how to hack the app to make it work please share it with me.

[Edinburgh_lad1]

Have you checked what the colour of the LEDs means? This will give you a clue as to what is going on and how to potentially resolve the issue.

[carib909]

I did check, but the explanation says the base might be too far away, except that the base is less than one foot away from the internet router and the cameras. 

[jguerdat]

Actually, a solid amber Camera LED means the base needs to be claimed. Since you reset the base, you also need to remove all devices from your account, claim the base as if new and then add the cameras back.

https://kb.arlo.com/000062881/How-can-I-factory-reset-my-Arlo-SmartHub-or-Base-Station-Arlo-Secure-4...

[carib909]

I’ve reset the base and tried adding it back to my account, but neither the new app or my.arlo.com can find the base. 

[carib909]

The third led from the left is solid amber.

[jguerdat]

But did you follow the directions in my link above which also tells you to remove the devices from your account before trying to add them back? You can't claim a base that already in your account.

[carib909]

I suspect you did not see all the thread. ALL devices were previously removed. There is nothing left to remove. When I try to add back the base station which is plugged in with two solid green lights and the third from left LED being a solid amber, it cannot be found by the app or my.arlo.com using a desktop PC..

[jguerdat]

I've had one old base that had similar issues. I even called the ISP to ensure nothing had changed. A different base solved the problem.

[carib909]

I connected a different base and now I have three solid green LEDs, but still can’t add any devices. App says not found.🤷🏾‍♂️🤷🏾‍♂️

[jguerdat]

Do you mean you can't add the base or the cameras to the base? If the former, assuming the base hasn't been used before and is in someone's account already, reset it by holding the button until the LEDs start flashing amber. Once it reboots you should see green power and Internet and amber for Cameras. Can you then add it to your account?

[carib909]

Reseting did nothing.  

[carib909]

I now have three solid green LEDs but still nothing found by the app or my.arlo.comI have reset the base several times.

[DeeChaffen]

I have no answer (sorry), but feel your pain and frustration.

My info search to reclaim my devices (not showing since app update) just tells me my hub and cameras are no longer supported (while my sister 3 doors up has same devices and everything works perfectly). Have followed info to uninstall and reinstall the app, but cannot re connect my devices. They are listed in support, but dont show under devices. Even my 12 mth old doorbell and chime no longer shows. So disappointed that I am now looking at alternate products from Arlo.

I hope your issue is fixed for you soon.

[Edinburgh_lad1]

@carib909 What firmware is the new base showing?

There is an issue in that users bought Arlo products some time ago but they aren't working because there's an issue with older firmware. 

Alternatively, you need to ensure that your cameras are reset, too. But before you do that, you need to remove cameras from your account (did you actually do that?) - you need to go Privacy Centre, then choose Content and then remove and reset your cameras from there if they're still showing there.

[jguerdat]

Before anything else, the reset MUST end up with only the Power and Internet LEDs being green. The Camera LED MUST be off or solid amber. If the Camera LED is green, it's still connected to an account. I know you said you've reset many times and that the base doesn't show in your account but the green Camera LED disputes that. Has anyone shared cameras with you? If so, you may be looking at the wrong location in the app. Click on Home to verify you only have one location listed.

As above, until the Camera LED is amber, you simply cannot add it back to your account since it thinks it already is. It sounds like this new/second base hasn't been reset properly and you need to try again, holding the button until all the LEDs start flashing amber. If you release it too soon, you won't see that flashing.

[carib909]

The app has nothing in it. No devices. The Home tab is empty. The app isn’t shared with anyone. It is still not found after several resets.

[carib909]

Can you explain why the reset on my Arlo base ended up with a solid green camera LED??

[carib909]

I removed all the cameras and the base. The app and my.arlo.com shows no devices. 

[carib909]

How do I find the version of the firmware if the base can’t be added to my account? I can’t even tell what network it is connected to without ethernet.