Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Apprentice

Re: Base station firmware updates forced, then base station no longer contactable

So your system resolved itself? Mine is still showing offline. It's crazy that they brought the cameras offline until you click to install the latest firmware, then the firmware brings the system down. Do they honestly expect all users to have convenient access to their systems and reinstall the system? I've had Arlo for over 3 years. I really need an alternative and consider Arlo a sunk cost.

Message 26 of 51
Apprentice

Re: Bootloop after Firmware Update - base is offline

If that is what is necessary to fix (being onsite and resetting to factory settings) that is disappointing to say the least. 

Message 27 of 51
Aspirant

New Firmware Has Bricked My Base. Any One Else Having This Issue?

I noticed that the motion detection was not working the other day so I went in the App to check what was happening, and was promoted by a message to install new firmware.

I hit install and waited...and waited... Nothing...

 

Now the base goes inn a constant bootloop. I've tried to restart with the button, power cord and even factory reset... nothing, just endless boot loops.

 

Any fix incoming?

 

Model: VMB3000 | Arlo Base Station
Message 28 of 51
Guru

Re: Bootloop after Firmware Update - base is offline

If you can't otherwise fix it, physical access is needed, just as with fixing a car, TV, etc.

 


@meaghanmcb wrote:

I have followed all of the trouble-shooting options they list (reset, unplug, etc).  We do not have access to our router, which is a combined router/modem unit owned by our Internet provider (AT&T).  We didn't have issues in the first 6 months of owning the system - only since November.  Outside of calling my Internet Provider (which I am loathe to do lest I talk to some idiot who doesn't understand why I'm trying to accomplish) - are there any other suggested trouble shooting tips?  

 

PS - does anyone else have a WHITE LAN cord connecting their base to router? In all the images I've seen online, the cord is yellow.  Could I have a defective cord that is only providing intermittent Internet connectivity?  

 


Not likely it's the cord and typically the color doesn't matter (there are some special cases). You can always try a different cord if you think that's a possibility but first, what color are the base LEDs showing?

Message 29 of 51
Guide

Re: Base Station Firmware Updates Forced, Then Base Station No Longer Contactable

I chatted with Arlo support.

 

It was a fun and completely useless conversation.

 

Few highlights of how helpful they are:

1. please try to check on the computer Web browser  the upload and the download speed of the Internet. You will check it on speedtest.net. Please check if the upload and the download speed are atleast 1.5 Mbps.

2. how many Wireless devices connected to your router?

It matters as wireless devices may interfere the the internet. You will try to off them or you will change your Wireless channel to either 1,9,11, or on which channel your location is best at.

 

(even though I told them several times that is not the issue and obviously Arlo basestation is connected via ethernet and my network is fine and nothing to do with why Arlo basestation fails to perform firmware update etc)

 

3. Your devices only come with one year of Hardware warranty.

 

(So what I heard is that after 1 year, when warranty expires, Arlo can issue a mandatory firmware update that bricks my system and effectively make my system unusable and force me to upgrade to a newer system)

 

4.

Reset the base station

1. Get a pin/paperclip.

2. Press and hold the reset button until the lights would go amber.

3. Wait for two green lights. 

 

Remove the base station under the Arlo account.

1. Go to "Settings"

2. Click "My Devices"

3. Select "base station"

4. Click "Remove Device"

 

Add the base station 

1. Access your Arlo account.

2. Go to Devices tab.

3. Click Add Device 

4. Select the base station.

 

So basically Customer Support can't suggest much except "factory reset your basestation and hope it works".

Sad.

Message 30 of 51
Tutor

Re: Base station firmware updates forced, then base station no longer contactable

@j_r_n: Yes, mine's genuinely ok now.  Quick question / data point: you say you've been a user for over 3 years... is your base station therefore the original model?  I only ask, as I got mine with an Arlo Pro, and is the second rev (base station HW version: VMB4000r3).

 

Perhaps there was a bootloader/updater change between the original and newer hardware which made it a bit safer / auto-restart on a watchdog?  Pure speculation without tearing the thing apart or having a chat with someone in support who's technical.

Message 31 of 51
Arlo Moderator

Re: Jan 5th, 2018, Firmware Update Bricked Hub

What trouble shooting steps have you performed so far? Did the support team ask for you to reboot or reset the base station?

Message 32 of 51
Guide

Re: Bootloop after Firmware Update - base is offline

So hard reset didint solve any **bleep**, it stil bootloop at that stupid version 1.12.0.1

 

WHY

 

I dont wanna pay for another base station, this is so bad Netgear.

I have 5 camera and they are useless now, you should stop send updates that bricks your hardware.

Message 33 of 51
Guide

Re: Base Station Firmware Updates Forced, Then Base Station No Longer Contactable

Hard reset diditn solve my issue, its stil bootlooping at same point.

This is soooo bad netgear sooo bad, i have spent so much many on my cameras and now i need to buy new baste station?

 

no way i will not keep buying your products if u dont solve this ASAP

 

 

Message 34 of 51
Arlo Moderator

Re: Bootloop after Firmware Update - base is offline

Hi @FerhatC,

 

What troubleshooting steps did you take to try resolving the bootloop problem except for hard resetting? 

Message 35 of 51
Arlo Moderator

Re: New firmware has bricked my base. Any one else?

Due to the amount of issues described I have opened a case for you. I will contact you via private message with further information.

Message 36 of 51
Initiate

Re: New firmware has bricked my base. Any one else?

I’m experiencing the exact same issues as the above user. Could you add me to the work ticket, so that I can be aware of any fixes?
Model: VMB3000 | Arlo Base Station
Message 37 of 51
Tutor

Re: New Firmware Has Bricked My Base. Any One Else Having This Issue?

Same issue.  It basically prevented me from viewing my cameras until I update firmware.  After clicking on update firmware, the power, internet, and camera LEDs stay solid green for a few seconds, then the power and internet LEDs start blinking green , while the camera LED stays solid green.  Then after approx. 20-30 seconds, the power and internet LED's blinking frequency start to slow down, then they shut off, while camera LED stays solid green.  This cycle repeats itself over...and over....and over....and over again.  It's an endless loop.  This is totally ridiculous!!! I'm ready to call it quits and trash Arlo.  System worked okay for the past few years until this crap.  Seems like Arlo is forcing us to upgrade our devices.  Good reason now to switch to another brand/company.

Model: VMB3000 | Arlo Base Station
Message 38 of 51
Initiate

Re: New firmware has bricked my base. Any one else?

Same for me, app continues to tell me to update the base hardware and the base will not update. I have unplugged the base and tried to reset the base but it will not update. When I do get a different message it says the system is offline. Cameras do not do me any good when they are not working. This all started with the last update...
Model: VMB3000 | Arlo Base Station
Message 39 of 51
Tutor

Re: Jan 5th, 2018, Firmware Update Bricked Hub

Apparently, base station VMB3000 bricks with the latest firmware update.  There's another thread where others with VMB3000 have the same problem.  Rebooting, resetting, blah, blah, blah, does not work.  For me, I've had this system for several years, and only after this latest update my base station keeps rebooting over and over and over......

 

 

Model: VMB3000 | Arlo Base Station
Message 40 of 51
Guru

Re: New firmware has bricked my base. Any one else?

This didn't happen to me but it appears that a system reset will clear the issue. Remove all devices from Settings, My Devices. Hold the reset button until the LEDs flash amber. STart fresh, claiming the base first and then sync the cameras. Update firmware as you go if prompted.

Message 41 of 51
Arlo Moderator

Re: Base Station Firmware Updates Forced, Then Base Station No Longer Contactable

Hello everyone,

 

Which Model version of the Base Station do you have that is experiencing the issue? VMB4000/VMB3000 etc.. Can you please name yours below.

Message 42 of 51
Aspirant

Re: Bootloop after Firmware Update - base is offline

@jguerdat
The color is variable. I wait until the power and Internet are green and then try to sync a camera. Inevitably the Internet then goes off completely or turns yellow even as my laptop also plugged in directly to router has no problems. Then the power will go blank as well. Sometimes they’ll both be amber or flash amber or flash green but I can’t get them to STAY green.

I was hesitant to try another cord only because that’s never offered as a troubleshooting option. I will grab a different one anyways, thanks!
Message 43 of 51
Tutor

Re: Base Station Firmware Updates Forced, Then Base Station No Longer Contactable

If you're referring to HW Version, it's VMB3010r2.  If it's firmware version, it's 1.12.0.0_27099.  Model is VMB3000.

Model: VMB3000 | Arlo Base Station
Message 44 of 51
Guru

Re: Bootloop after Firmware Update - base is offline

I'd say it's either a bad power supply or base. I'll wager it's the base itself. If new enough, swap at the store. Otherwise, open a case with support here:

 

https://www.arlo.com/en-us/support/contact.aspx

Message 45 of 51
Aspirant

Re: Bootloop after Firmware Update - base is offline

Thanks @jguerdat, looks like I’ll be chatting with them later. We were gifted the system from my parents about 9 months ago so not only are we past the store return window... I’m not quite sure which store it’s from! LOL. Thanks for pointing me in the right direction!
Message 46 of 51
Highlighted
Initiate

Re: Base Station Firmware Updates Forced, Then Base Station No Longer Contactable

Same problem here, and now nothing works. This happens every update. Very expensive system not to work. Guess it will be hard to get money back. Can anyone recommend what to do with a $1000 piece of junk? I going to have to get something that works. Also got the rechargeable batteries that run the cameras. Lights don’t work now either. Guess we need to add this to the App Store also, keep more people from wasting their money. Mine is from the Apple store, so it’s a netgear problem. I New I stopped buying their routers for a reason.

Model: VMB3000 | Arlo Base Station
Message 47 of 51
Arlo Moderator

Hi @Boobooventures   Can you provide a little more detail...

Hi @Boobooventures

 

Can you provide a little more detail on the issue you are experiencing, as well as any troubleshooting steps you may have performed?

Message 48 of 51
Tutor

Re: Hi @Boobooventures Can you provide a little more detail...

Hi there. I contacted Arlo support and they walked me through it.
Model: VMB3000 | Arlo Base Station
Message 49 of 51
Aspirant

Re: Base station firmware updates forced, then base station no longer contactable

I had the same issue.  It was escalated to second tier and, happily, fixed.  Here's what I had to do.  I have the base and two Arlo Pro cameras in my office.  The firmware update was done 4/22/19 and the cameras disapeared.  We did the entire re-synch protocol. We did the entire router/modem channel change.  The base was visible but not the cameras.  Arlo graciouslyf sent me a replacement camera after I returned one of mine.  It would not synch with the base.  Arlo sent me a new base.  It appeared in the app but neither the replacement camera nor the old camera would synch.  It was escalated to level two.  I was dumbfounded when I was told to take the base and cameras home, connect them to my router there and see if they would synch.  They did!!!  I took the cameras and base back to the office today and reconnected the base to the router in the office and all is well with the cameras and the base.  I was told that it has something to do with a "firewall" type issue in the office.  I have no idea what that means, but it appears that re-synching  cameras and base at another location may do the trick.  And by the way, the firmware upgrade which I originally blamed, produces a great picture and a much more stable connection.  Thanks Arlo, you did come through.

Message 50 of 51