Arlo Base Station VMB3010 not connecting to web

[RTF]

A weird one here...

An Arlo Base Station VMB3010 on a corporate LAN is given an IP address by the DHCP on a Windows 2008 server. I can ping the IP normally. Internet light stays as amber. Checked firewall ports - ports 80 and 443 both open. DHCP assigns internal Windows DNS server for DNS. All other devices just work with DNS, www and https.

Took it home and connected to a simple home Internet connection = works. Internet light is green. Using the modem as the DNS.

Thinking that likely DNS related i.e. doesn't like WIndows DNS. Create a reservation in DHCP to assign specific internal IP however external DNS servers e.g. Google, ISP. Can still ping new address. But Internet light stays amber.

Is there a way to check what settings are being used by the base station?

[jguerdat]

Unfortunately, no. Since it's DHCP, there's little chance it's not getting a proper configuration or changing it for its own purposes. You say the ports are open - do you also possibly need to open access to netgear.com?  Perhaps they're being blocked in a blacklist...

[JPC]

Might be a denial of service... Symptoms usually limited on internet Access.. Try changing them by using different DNS address and see if it helps.. Goodluck!

Here's a link of DNS Servers..

http://pcsupport.about.com/od/tipstricks/a/free-public-dns-servers.htm

[RTF · Accepted solution]

SOLVED:

Problem appears to be that the base station needs more than outbound ports 80 and 443 (the ONLY two specified in Arlo's troubleshooting documentation).

I kept the DHCP reservation and configured the firewall to allow the reserved address full outbound access on IP (both TCP & UDP). The Internet LED is now green.

Changed DNS back to the default internal Windows server and is still OK. So not DNS.

The router is a Cisco so I was able to see that the base station was using outbound ports TCP 443 and UDP 123 (NTP).

Re-configured the router to allow outbound UDP 123 and removed the full outbound access on IP (both TCP & UDP). LED still green.

Thanks for your help.

[jguerdat]

Thanks for this!  It's obvious that NTP would be needed at some point but you're the first to determine this as an actual need. Not sure why NTP would be blocked (self-induced?) but it's great that you found this.

[Coder99]

After a power failure the base station did not connect to the internet. I wasted so much time following suggestions on the fourm about power cycleing resetting, etc. I should have checked the firewall to figure out that UDP Port 123 should be open.

If you don't want to open the UDP 123 for internet you may try the following IP Range: 209.249.181.0 - 209.249.181.127 worked for me. Hopefully, netgear doesn't change the UDP 123 pings to different IP range.

Thanks for the solution.

[stevenlin1]

i'm having the exact same issue, except it was self inflicted as i rebooted my router manually, after which the base station stopped connecting.

originally (when i first set up the arlo system) i had the base station connected to a switch - everything worked fine with this set up. To troubleshoot, ive tried multiple ethernet cables, every port on that switch as well as multiple cables and ports on my router - all of which i've confirmed are working by pre-testing with my laptop.

I am not savvy at all with networking and have no idea even how to check for open ports on my router

I'm pretty sure I'm just going to return this thing... very disappointed

[jguerdat]

I replied to your other thread but the specific issue about ports shouldn't be an issue since you would have had to make a change to your router to cause any ports to be blocked, hence you'd have some knowledge about the possibility.  If it's a router owned by your ISP, then all bets are off and you'd need to check with them to see if they did something.