CANNOT add VMB4000 and its urgent

[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.

[yipekci]

My brother gifted me his vmb4000 base and 3 arlo pro cameras to setup in my remote house in the mountains.

I am there now and have been trying to set it up for DAYS!

its vmb4000 with three lights.

power is solid green

internet is solid green

even camera is solid green (which is not required to add to my app)

The app cannot find the base station. I have been trying for days, have reset multiple times but no avail

I have read that if the unit is binded to another account it cannot be binded again before that account unbinds it. My brother doesn't remember binding it to his account and actually doesn't really want to bother with it. 

I have been trying to get ahold of arlo support but I can't contact live agent either through chat neither through phone. I have sent an email and it bounced as well. 

SO HOW DO I HAVE THE SUPPORT TEAM UNBIND THIS? This is a 800$ worth system thats practically brick now and it makes me mad!

This is the only place I can get ahold of some people in tech support (I hope) so please reply and help

THE PROBLEM IS; I need to leave tomorrow and I need this done today. So PLEASE reply and help me as soon as possible

[jguerdat]

Since the Camera LED is green you either didn't reset it properly or the base is faulty. To reset, hold the button for >10 seconds, until the LEDs flash amber. Let the base reboot (~2 minutes), verify the Camera LED is off or solid amber and try adding it again.

[yipekci]

No, I did reset it correctly. I synced the camera via sync buttons later, without the app. 

The base CAN be faulty, but I have NO IDEA.

I need to contact support (which I can't in any way.. This is the WORST support I've seen all my life, no exaggeration...) to know if its binded to another account, and unbind it if it is

This really is stupid 

[Edinburgh_lad1]

Your brother needs to log into his Arlo account then, remove the cameras and base station from it, then you need to reset everything (not just the base station) and add to your account. That's assuming that everything is working correctly otherwise.

[yipekci]

It's not linked to his account neither. Maybe to one of his children or someone else

He doesn't want to bother with it. He can "verify" a mail if he's sent one but he won't hassle like I do.

Can we at lease see which account it is binded to? 

[Edinburgh_lad1]

Arlo doesn't provide that kind of information, as it's be a breach of their customers' security. So, your only way forward is to ensure that your bother had removed them from the account, providing that everything else works ok, or to get a completely new system.

[DannyBearAgain]

The first hurdle is getting the base added to your account. If the base is factory reset successfully then the camera led should be illuminated constant Amber which indicates that the base is ready to be added to an account.

Arlo does have a problem adding older base stations with earlier base firmware using the new app unfortunately so this is likely the main reason for your difficulty.

[Thompson001]

Thank you for the answer.

I don't think he would have joined anyone's drawer because he has been in his box since 2018 and has been tested for the first time now.

The reboot you wrote was done several times (pressed on the reset button until all LEDs blink yellow), which did not solve the problem.
If the device was logged into someone's account, HARD RESET would have solved the problem.

[Edinburgh_lad1]

>If the device was logged into >someone's account, HARD RESET >would have solved the problem.

Unfortunately not.

[Thompson001]

Thank you for the answer,

As I wrote, the device is not logged in to any account because it was purchased in 2018 and is now used for the first time!

[yipekci]

I have proof of ownership, I don't understand what you're talking about really. So if i forget which account I registered my system, I need to buy a new 800$ system? 

[yipekci]

The system hasn't been used for a long time, so you can be correct. And as I've seen there is no way to update the firmware without adding it to account as well? 

So, I can't contact customer support, I can't add it to my account, so it's pratictically brick at this point? 

[jguerdat]

There have been suggestions that very old firmware is now incompatible with the current setup needs. If you can't onboard the base in the first place, there's no way to update the firmware. The only choice would be to buy a new SmartHub, either the  VMB4540 or 5000.

[Fstfrt]

I have a VMB 4000 base with 4 Pro cameras attached.

I bought an Essential2 camera for the system but can not get it attached.

The ' Add a Device ' does not light up on my app.

I am using version 6.2.2 (9759)

Released Jun 30, 2025

any ides?

thanks

[Enterprise_J]

Not sure if you tried resetting to factory defaults by holding the reset button for about 30-40 seconds. This is what restored mine to factory settings. The 10-15 seconds only reset mine. Although it didn’t solve my issue. Best of luck w this junk. 

[BrookeN]

@Enterprise_J I already reached out to you regarding your base station.