I have a regular Arlo Pro VMB4000, arlo app not finding device

[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.

[Kjdahl]

Base Station VMB 4000.  It's never been used, my daughter bought it several years ago. I've done every step a dozen times, separated my Xfinity router into 2 wifi connections as I was told I have to do.  The internet light is on. I can see the base station through the router gateway. I've factory reset it.  I've turned it off and on. My Arlo app CANNOT find the base station.  Is the station defective? Is it too old? Arlo has tried to help, but the chat is worthless and it's really hard to connect with a real person.  Anyone have any suggestions?

[DannyBearAgain]

What do the LEDs show on the front of the base station? Should be green, green, Amber constantly although the middle led May blink intermittently.

If the last led shows anything but constant Amber then the base has not been factory reset and cannot be claimed by an account.

[Kjdahl]

Yes, of course.  It's green green amber.  As I said, I can see it through the router gateway as a connected device. It's connected to the internet. 

[StephenB]

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@Kjdahl wrote:

Yes, of course.  It's green green amber.  As I said, I can see it through the router gateway as a connected device. It's connected to the internet. 

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Did you try using a PC for installation (browsing to my.arlo.com)?  That sometimes works when the app fails.

[Kjdahl]

I have tried my Surface tablet without any luck. I haven't tried a PC.  I kinda expect a security camera system to work on any platform. I also kinda think I shouldn't have to be an IT expert to connect (Sorry, this has been going on for weeks, and I'm a bit irritated.)

[StephenB]

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@Kjdahl wrote:

 (Sorry, this has been going on for weeks, and I'm a bit irritated.)

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This is a user-to-user forum, and the folks replying on this discussion thread do not work for Arlo.  We're just trying to help.  FWIW, I agree it shouldn't be this hard.  

Is this the first time the base has been installed?  Or were you or your daughter using it before this? (Just double-checking this, as if it was successfully installed to a different account then you will not be able to install it to your new one).

If you use VPN software on the phone and the surface, then disable that before trying the install.

[Kjdahl]

I took it straight from the box, no previous use. I have restored it to factory settings several times.  And no, I don't use VPN software. I can't understand why the base station can't be found.

[StephenB]

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@Kjdahl wrote:

I can't understand why the base station can't be found.

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Some folks have found that old out-of-the-box kit can't be installed because the firmware is too old.  But I haven't seen that reported by folks trying to install the VMB4000.

[Kjdahl]

Well thanks for your input, anyway.  Sigh. I guess I'm either going to have to give up, or try again to get a call back from an Arlo technician.  

[BrookeN]

StephenB is correct the reason you are not able to get it to connect is the firmware is out of date. We have been looking into this behavior. Can you please reach out to me directly with a good callback number. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[pullinghairout]

I am sorry, I should have explained more.  Yes the base is connected by ethernet.  I was trying to say that it showed the green light was on power and wifi on the base.  Cameras are amber.  Once connected by the ethernet, doesn't the base run thru wifi? Maybe I am saying that wrong.  If I am sorry.

So my modem and base are connected thru the ethernet.  My arlo app can't find any device to connect too.  It just keeps spinning

[pullinghairout]

I mean the router.

[pullinghairout]

That is correct.  That is how I have it.  When I go to find device then on the arlo app it says it can't find anything. Then it all goes down hill from there.

I even tried sinking the cameras to the base to see if app would find cameras for a device.  I am sure I am missing something, as I am not very good with technically.

[pullinghairout]

I have tried thru my pc website browser.  Does not work.  So does this mean that my cameras are no good or is there a way to bypass the base or get a new base?

[StephenB]

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@pullinghairout wrote:

Once connected by the ethernet, doesn't the base run thru wifi?

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Cameras --> Closed WiFi --->Base---->Ethernet---->Router---->internet

The base always connects to the internet with ethernet.

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@pullinghairout wrote:

  I was trying to say that it showed the green light was on power and wifi on the base. 

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Do you mean the center LED is green?  That is internet, not WiFi.

One possibility is that the previous owner failed to remove the base from their account.  I'm tagging the mods ( @BrookeN . @JamesC , @ShayneS ) in case they can help

[pullinghairout]

yes the internet.  

we are the first owners to buy this.  we just never opened the boxes up to use them until recently.

[StephenB]

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@pullinghairout wrote:

we are the first owners to buy this.  we just never opened the boxes up to use them until recently.

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When did you purchase them?

[pullinghairout]

probably 2021

[StephenB]

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@pullinghairout wrote:

probably 2021

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Arlo has said that some products with very old firmware can no longer be updated.

Hopefully not your situation (and hopefully the mods can help).