Cannot find SmartHub (VMB5000) - VPN Issue?

[chrwil888]

I am in Thailand and using the Arlo cloud services in the UK through a VPN. Specifically I have ExpressVPN running on a Linksys router (sourced from flashrouters.com) so that the entire network appears to be in the UK. I have successfully added four Pro 4 cameras this way and have been using this for a few months.

I am trying to add a SmartHub (VMB5000) to allow for local storage etc. I have plugged this into a port on the Linksys router. I power it up and it connects and I get the solid blue light. But when I try to add the SmartHub the system can't find it. I have tried using the IOS app (with my mobile connected to the VPN) and my.arlo.com on my laptop plugged into a port on the same router. I have tried resetting the SmartHub etc. but nothing helps. I have also looked at all the router settings but can't find anything that might be causing a problem.

Any theories about what might be the problem or what I could do to fix it?

Thanks, Chris

[StephenB · Accepted solution]

disable the VPN before you try adding the smarthub (and any cameras).

Note you shouldn't need the VPN once you've created the account.

[chrwil888]

Thanks. That worked!

I was convinced that I needed the VPN up all the time... so your advice has helped a lot..!

Chris