Cannot add VMB4000

[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.

[shaeckel]

Hallo!

Ich habe vor 5 Jahren eine Arlo Pro Set mit einer Arlo Base Station und einer Arlo Pro (1) Kamera gekauft, kam dann aber leider nie dazu, das System zu installieren, da wir es nie geschafft haben die Kamerahalterung zu befestigen 🙄 jetzt hat es endlich geklappt, jedoch lässt sich jetzt die Arlo Base Station (VMB4000) nicht installieren. Im Verbindungsassistent der App heißt es immer das Gerät kann nicht gefunden werden.

Ich habe die Installation mehrfach von vorne gestartet und immer genau die Anleitung befolgt, habe die Arlo Base Station mehrfach resettet und auch den Router neu gestartet. Die Base Station ist in der FritzBox App sichtbar, dh die Internetconnection ist aufgebaut und stabil. Es leuchten an der Arlo Base Station auch konstant die ersten beiden LEDs. Dennoch kann das Gerät nicht gefunden werden. Gibt es irgendwelche Tipps? Was kann ich noch tun um das System endlich in Betrieb zu nehmen?

Vielen Dank & viele Grüße,

Steffi

[Mase661]

I’m having the exact same issue and Arlo support reckons that’s because port 80 and 443 are closed for my IP. I didn’t have any issues till a few days ago. I’m pretty sure it’s the base. What did you eventually do? New base?

[StephenB]

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@Mase661 wrote:

I’m having the exact same issue and Arlo support reckons that’s because port 80 and 443 are closed for my IP. 

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Port 80 and 443 are used for web browsing, so if you can browse the internet those ports are fine.

That can be an issue on corporate networks that use web proxies that block web sites, but it is almost never an issue on home networks with normal NAT routers.  Personally I think Arlo support usually brings up that idea when they reach the end of their troubleshooting script.

[DannyBearAgain]

Just confirm that the power led on the vmb4000 is Amber before you go with a new base.

As stated in previous posts the base has failed to boot so nothing to do with port blocking.

Has the base station been factory reset?

[Mase661]

I did try all possible solutions that is available online to fix it before I open up a support case. So, I think you’re right about them reaching the end of their ts script!

[Mase661]

When I turn the base on, this is the loop it gets into:

1. All 3 lights flash green

2. The power light goes amber and the other two go off.

3. Camera light (RHS) goes green while power is amber and internet light is off

And it jumps to step1.

I did factory reset but I thought maybe try resetting again but now when I insert the pin, nothing happens e.g flashing lights, etc.

[DannyBearAgain]

Just to clarify that you are holding the reset constantly to factory reset, should begin flashing the LEDs Amber, while they say to hold the reset for 10sec it may take longer.

[Mase661]

Yeah, I do hold it for like 20 seconds and nothing changes. Solid amber..

[StephenB]

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@Mase661 wrote:

When I turn the base on, this is the loop it gets into:

1. All 3 lights flash green

2. The power light goes amber and the other two go off.

3. Camera light (RHS) goes green while power is amber and internet light is off

And it jumps to step1.

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Do you see the base station in your router's attached device list?

[Mase661]

No, it’s no longer there. There was a point mentioned by someone that unless the base is connected to the Internet and an IP is assigned to it, it won’t boot up. I also did reset my router to make sure it’s not causing the issue and it didn’t help.

[StephenB]

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@Mase661 wrote:

No, it’s no longer there. 

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If you don't see the base in your router's attached device list, then this could be

• a failed ethernet interface in the base
• a failed LAN port in the router
• a problem with the ethernet cable.

If you have another device that can use ethernet (perhaps a PC) then you can use that to test the LAN port in the router.

[scarpwi]

Forgive me but I think I am going in circles and would greatly appreciate some assistance.  My VMB4000 hub and 4 Arlo Pro 2 cameras have been working great for several years.  Love this product!  1 of my cameras has wired power and the other 3 cameras are battery.  About a month ago, the three battery cameras disappeared but the powered camera worked as always.  I was on this support community and saw some posts about the VMB4000 having a known problem.  I did power recycles with no success.   Tonight I tried a hard reset, 20 seconds paper clip in the reset hole on the back.  Everything came back as before.  Solid Green Power, Solid Green Internet (occasional 3 or 4 blinks but otherwise sold) and now Amber camera LED.  I have an account and the installed app that still shows 7 days of recordings.  I tried to add back the VMB4000 (serial number 4R057C76ADE8B).  The app said discovering the base will take several minutes.  After several minutes it came back with a red X "No Arlo devices found.)  My iphone 12 was 2 feet away from the base.  I tried the process again several times.  I did another power cycle of the base and tried again.  "No Arlo devices found".  I went to the support page and engaged the chat support bot.  Read through and answered questions about connecting the base.  At one point, I was in an apparent loop as it asked me to read back all the LED colors over and over again but the last time it offered me a choice that said it didn't work but the LED pattern is different... even though the LED pattern was the same.  Green - Green - Amber.  Finally, I was able to get to a point where I entered my name and email.  At this point, the chat bot said it sent me an email with a OTP (One Time Pin) to verify  me.  I never got the email after an hour.  I checked my spam folder and I clicked the button on the chat bot many times where I reported "I didn't receive the email"... so it says it "We sent an email..."  apparently that chat bot script has no other way out unless I get the PIN to it... which I cannot do because no email was sent.  I have been asking for help about this issue in the Arlo Community a lot.  I even am considering buying another brand of cameras but I really like Arlo and I think this should work.  There is more than a hint that something is known to be wrong.  I just want to know what my options are.  Can I replace my base?  Is there a fix of some sort?  If I replace the base, can I still use my cameras?   Is it simply that it failed and is too old?  I think something changed on the Arlo end.  Having been an IT support Sr. Technical Director for data communications with AT&T this smells like someone changed something.  Only 3 of my cameras stopped communicating (they have full charges) and now the base won't connect.  Please advise.  My email is scarpwi@ameritech.net. 

[Deeshash]

Hi there,

Any idea when there will be an update on the VMB3000?

Thanks,

Deji

[BrookeN]

@scarpwi the VMB4000 not connecting is currently being looked into by our development team. I do not have any updates as of yet, as soon as I do I will update the community. 

[Deeshash]

Hi there,

Is there an update from the @BrookeN as to when the Arlo dev team will have an answer to this?

Many thanks,

Deji

[shaeckel]

In my case I can see the base station on my router, no connection problem between Router and base Station but still the app says during installation that the base could not be found 😞

[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.

[Rgloudeman]

I have spent countless hours trying to get my parents Arlo cameras up and running again after they switched over to Sprectrum Fiber. The base station is not discoverable. I even purchased a second base station as a workaround and neither work. I replaced the Spectrum WiFi with Google Nest Mesh that was supposedly backwards compatible to 2.4ghz. Tried both bases. Fail. Moved the base 25ft from the router in hopes the 2.4ghz signal would override. Fail. Replaced the Mesh system with a TP-LINKWR841N 2.4 GHZ wifi router to see if I could get either base to connect. Fail. 

I have removed the original device from the account. At every step of the way, I have done factory resets. There are twisted paper clips all over the house.

I have tried through two different mobiles and two laptops.

I have both a green power and green ethernet connection. The camera connection is orange on both units. 

Their cameras are old Arlo Pro 2s if it makes a difference--can't see how it could as we never get that far. 

With the TP-Link 2.4ghz, i have access to admin, but i wouldn't even know what settings i could change to make it discoverable. Does anyone have any suggestions? I've spent about 12 hours troubleshooting this and $500 on various equipment. I should have just bought a new system instead. 

[StephenB]

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@Rgloudeman wrote:

The base station is not discoverable. I even purchased a second base station as a workaround and neither work. I replaced the Spectrum WiFi with Google Nest Mesh that was supposedly backwards compatible to 2.4ghz. 

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Since the base connects with ethernet, the frequency of the wifi isn't relevant.

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@Rgloudeman wrote:

I have both a green power and green ethernet connection.

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Are you saying that the ethernet is green, but the base is not showing up in your parent's account???  And this is happening with both the new base and the old one?

Or is the problem that the cameras cannot be added (but the base is in the account)?

[SirXavier]

I have the same problem. 😞

[SirXavier]

Same problem here.

[BrookeN · Accepted solution]

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.

[Skocon]

System keeps showing as offline when opening 

[jguerdat]

Does that change if you leave the app open for a while? 

[Skocon]

No always the same,just started in the last 30 

restarted-rebooted 

all equipment no change