Arlo Base Station VMB4540 unable to connect with Orbi RBR760

[mben12345]

Ive been using Arlo Base Station VMB4540 with ULTRA 2 and PRO 5S cameras - all working fine for 12+ Months. I started to have issues with motion sensor activity on all camera's at the same time. Per other post suggestions I uninstalled and factory reset all devices (I assumed a software update issue). 

Trying to reinstall everything and not going well.

When I connect the Arlo Base Station to the Orbi router and power up I get a blue light on the Base Station (everything seems OK?) but when I try to add the Base Station via the ARLO SECURE app it times out and is unable to locate.

Ive also tried connecting the PRO 5S cameras directly to the network (ie by-pass the Base Station) and these also appear to be OK (I get the chime) but again the ARLO SECURE app times out and is unable to locate the camera.

I have been in  Orbi RBR760 and switched off the 5G signal (so running and trying to set up in 2.4G) . Ive also turned off any VPN settings and tried set up via the app (iOS and Android) and also via online portal. no difference.

Im assuming an issue with my Orbi RBR760 set up but not sure what this could be so happy to take any suggestions. 

Thanks in advance

[Streak2]

I run the same Orbi setup with the same base. No problem.

Are you sure that your phone is on the same network that the base is connected to?

You could try and reset the base and try again but it does not explain why you can't add the 5S direct to wifi unless again your phone is not on the same network as the network you are trying to connect the camera to.

[StephenB]

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@Streak2 wrote:

Are you sure that your phone is on the same network that the base is connected to?

@mben12345:  Another suggestion is to try using a PC (my.arlo.com) to add back the base.  Also, if you have a VPN installed on your phone, make sure is it disabled when you try to add back the smarthub.

Though I do think the paper-clip reset is worth trying again. 

[mben12345 · Accepted solution]

Thanks StephenB,  I did a hard reset of all hardware (including the Orbi WiFi). I also tried to install using a different wi-fi network (and different computer) which gave the same the same result.   

The issue ended up being the Arlo Secure app, specifically  something wonky in LOCATION AND PLANS. So the solution that worked for me was to add/create a new Location, add the Devices under the new location, cancel the subscription, delete the old location. Re-subscribe to a Plan under the new Location.... seems odd but it worked. 

The issue you have is that it's not possible to move subscriptions between locations so you need to cancel.