Help onboarding base station

[johntechmiami]

i guess Arlo needs to reset the unit as we cannot get it active....we had it in the store, but the Arlo system is no good for a business.

[StephenB]

---

@johntechmiami wrote:

i guess Arlo needs to reset the unit as we cannot get it active....

---

I don't think they can reset it remotely (unless you are talking about homekit).

If you left it in the store account, then you first need to remove it from that account.  You can only have the hub attached to one account at a time. 

Next do a paper-clip reset of the smarthub.

After the reset, check that the smarthub shows up in your router's attached device list.  If it does, then try doing "Add device" again.  If you use a VPN, then turn that off during the install.  If you can't do this from your phone, then try doing it on a PC (my.arlo.com).