Arlo secure does not recognize my camera (PRO) nor my base station.

[Loopie]

New VMB4000 base station. When I try to add it in the app or using the web, nothing shows up after the search. The lights on the base station are as follows:

Power - solid green

Internet - solid green

Camera(s) - solid amber

I think it may be bad. The camera light shouldn't be solid amber with no cameras added, should it? Any ideas?

Lou

[BrookeN]

It appears that your hardware may be defective. We ask that you reach out to support for more information. You can get to support by going  within the app on your mobile device click on the silhouette on the top left ~ support center ~ the device that you are needing assistance with then choose the behavior you are seeing. If by chance you do not have a subscription and are unable to reach out to support please send me a dm and I will create a ticket for you. You send a dm by clicking on the envelope icon on the top right of the forum page.

[Deeshash]

Thanks @jguerdat.

I have tried connecting the base by trying to add it to my account but have had no luck with this. I have also tried to reboot the base and add it to my account but still got the same outcome.

I have seen it pop up on my WiFi network but not through my Arlo account. 

[Loopie]

I have a case open with Arlo support. Needless to say, they're not responding. Very disappointing.

[BrookeN]

The development team is aware of the behavior you are seeing and it is currently being looked into. 

[StephenB]

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@Deeshash wrote:

I have tried connecting the base by trying to add it to my account but have had no luck with this.

---

There are several reports from other users who are struggling to add old bases back to their account.  Most have VMB4000s, but I have also seen some folks with VMB3000s too.

I'm tagging the mods to call their attention to your issue:  @JamesC , @ShayneS , @BrookeN 

[scarpwi]

Thank you!  What process is used to notify us when it is resolved and/or what steps we need to take to get back online?  Thanks in advance, I appreciate the information.  - Steve

[BrookeN]

I will update the community as soon as I have an update.

[mang3_]

Hi!

Base station: VMB4000

The device went offline a few days ago and now when I turn on my VMB4000 it only lights up orange at the power diode. At start-up, all three lights flash green for about 1 second and then turn to constant orange on power and no light at all on the internet and cameras.

I have tried to count down by holding for 10 seconds to no avail. Nothing happens to the lights during the reset.

Do you have any suggestions for a solution?

[DannyBearAgain]

If you have a USB storage device attached then remove it and repower the base.

The constant amber led for power suggests the base is unable to boot up properly.

It is also possible that the power adapter for the base is faulty so trying another compatible adapter will eliminate it. The base needs 12vdc centre positive I recall.

Some times the factory reset takes longer than 10sec and you may have to work the button a few times to get the button to make contact due to residue buildup.

You might consider getting the VMB 4540 as a replacement as arlo has issues with the vmb4000 being added again.

[Thales]

I would like to ask help, device not reachable. I have tried to factory reset by now 3-4 times, no success. Still not being found by the APP, all green lights, connected to power and internet but still not reachable.

[jguerdat]

Is this a new install or a reinstallation? If the latter, you must remove the base and cameras from your account before you can claim them again. What are the LEDs showing? The power and internet LEDs should be green and the Camera LED should be solid amber or off.

[BrookeN]

@Resquivel support has sent you an email regarding the VMB4000. If you could please respond to that email. 

[BrookeN]

Can you please provide if the VBM4000 were bought new or if they were bought 3rd party or given to you?

[Loopie]

New

[scarpwi]

I am encouraged to hear that something may be going on relative to this issue.  Is there anything you can share regarding what line of research is going on or what may have caused all of this to fail suddenly and for so many people?  I am trying to gauge whether or not I need to buy something new or if this may be resolved?  Thanks!

[BrookeN]

@Loopie can I ask where it was purchased?

 

@scarpwi it is currently being looked into. 

[Loopie]

Amazon

[Thales]

It's a brand new kit, I brought it from a trip (US) and I'm trying to setup here in Brazil, tried on 3 different internet connections and the result is the same, only SOLID GREEN lights for Power and Internet. Opened a support case and they asked me to open ports 80 443 and 123, what bugs me is that those ports are alwasys opened (80 and 443 - HTTP and HTTPs ports) 123 is NTP.

Anyways, I'm running out of ideas now.

[Thales]

quick question, what is the expected LED behavior? Internet LED should be SOLID green or blinking?

[jguerdat]

The Internet LED may blink when accessing the servers just as your router activity LED may blink. That's normal.

I suspect your issue is like that of others here who have reported issues connecting a VMB4000 base to their account. It may not be your problem but something that Arlo needs to fix. @JamesC , @ShayneS , @BrookeN any comments?

[Thales]

Really appreciate your help @jguerdat, I'll be waiting coments from @JamesC , @ShayneS , @BrookeN.

Any help is appreciated, thank you!

[BrookeN]

Was it from a third party seller or an authorized seller?

[Loopie]

It was amazon. Whatever they are.

[scarpwi]

It has been just over 3 weeks since my battery powered Arlo Pro 2 cameras just vanished from my system and I cannot delete/readd or anything.  I now have one powered camera on my system which continues to work fine.  There is apparently some sort of 'issue' that the Arlo folks are aware of involving my hub.  Everyone says there is an issue and they  are "looking at it".  I am trying to decide if I need to look for a different manufacturer or system in case they come back with " you have to buy a newer hub".  I also suspect they made a software change but can't figure out how they broke it or how to fix it.  What other systems are on the market that are similar in features as this Arlo system?  Thanks.

[scarpwi]

Is there any update at all on this apparently well known and widespread problem that recently became apparent to Arlo folks?  Just trying to decide what to do next and thank you in advance for any new information.  Do you have any sense what line of research support is taking? - Steve

[scarpwi]

Have you heard any more about this?  My Arlo Pro 2 Netgear cameras and my VBM4000 hub only work if the cameras are plugged in.  All green lights on the hub.  I cannot add the same camera when they are on battery and I have tried resetting hub and cameras.  Support says they are "looking into it" and that there is some sort of known issue but I have no details.  At this point wondering if I have to start over with new equipment or different brand.  Would love to know if someone is actually working on this in any way and what line of research they are taking.  Thanks in advance.