Arlo base set up/connected but cannot register device on laptop or mobile

[krsturz]

My base is connected to the internet and powered up - yet my base station is not discoverable.  Have tried on laptop and mobile device...tried factory reset but lights never turned amber as indicated in troubleshooting manual.

[Kcasey]

I have the same issue. Mine finally connected to the internet this morning but I have tried all day to get it to recognize my device.  I could only get it to do a factory reset once. I've unplugged everything restarted. I'm at a loss as to what to try next.

[jguerdat]

Remove all devices in Settings, My Devices. Use the reset button on the base until the LEDs flash amber if desired. Start fresh using the Add Device button in the Devices tab to add the base and sync the cameras. Make sure your firmware is up to date.

[ChristineT]

Hello Arlo Community,

We believe the issue(s) you experienced may be related to a larger issue that should now be resolved. For more information please visit Some Arlo Base Station reporting as “Offline”. We will continue to provide updates to that discussion as they become available. Please feel free to send me a private message if you need further assistance and we can continue troubleshooting with the assistance of our support team.

Best Regards,

Arlo Community Team

[krsturz]

Ah, not solved, please don't mark it so when it isn't.  Still no connection to base despite active internet connection.

[jguerdat · Accepted solution]

You haven't given us a lot to work with. What color are the LEDs on the base? When you reset the syste, what procedure did you use? I'll wager you used the old reset AND sync button process which doesn't work anymore. Use only the reset button until the LEDs flash amber and try again. The power and Internet LEDs should be green for anything to work.

[krsturz]

I was finally able to connect everything last night.  Whoever is responsible for listing the troubleshooting instructions on the web site should update them so they do not tell you to hold the reset and sync butons.  Once I tried just the reset button the lights turned amber and things moved quickly from there.  That said it was a lengthy hold on the button.

I tried to send this reply last night but on four occasions received the message "an unexpected error has occurred".  Not wildly impressed so far with the site!

But thanks for the tip about the new reset process - it worked and I am up and running.