Netgear Base Station Cannot be Reactivated

[BeKa]

My system quit working so I have tried the following:

1. Could not get Base Station to reconnect to the internet or cameras.
2. Completed Factory Reset instructions multiple times, still no connection.
3. Navigated to Settings, then Base Station Settings, and clicked the Deactivate.
4. Navigated to Settings, then Subscription but there is no option to Add a Base Station.

I am now stuck. Can anyone help with this?

[jguerdat]

Factory reset is now just the reset button by itself. Were you trying to use both the reset and sync buttons together? If so, don't.

Once reset (or before) go to settings My Devices and remove any devices shown. Then use the Add Devices on the Cameras tab to add the base and the to resync the cameras.

[BeKa]

Nope, not using sync and reset together. I also tried to reactivate using the method you have provided but I just get the "Discovering your device. Please wait." Then  "Connect Your System to the Internet"

• Connect the base station to your router
• Plug it in
• Turn it on

Then "Start Setup" which takes me back the "Discovering your device. Please wait." 

Everything is connected and both the power and internet light are solid green on the base station.

[jguerdat]

Are you using the app or a browser?  Sometimes it's just easier to use a computer but the app should work as long as it's on WiFi on the same network as the base.

[BeKa]

I am using my computer which is connected directly to the router. The base station is connected to the router. I can see the NetGear base station with my smartphone wifi but cannot connect because it has a password for some reason???

[jguerdat]

You can't log into the base for security reasons. The base and cameras create their own WiFi network that no one else can connect to.

[BeKa]

Thanks for the info, good to know that portion works....now if I could actually get the rest to work.

[JamesC · Accepted solution]

BeKa,

I would advise starting over from scratch and complete the following steps:

1. Log in to your Arlo account and navigate to Settings, Remove any devices listed. (skip if there are no devices listed here)

2. Perform a factory reset on the Base Station by pressing and holding the Reset button until all LEDs flash amber.

3. Allow the base station to come back online (solid green power and internet LED).

4. Log in to your Arlo account and click Add Device, follow the on screen instructions.

Be sure the device you are using to add your base station back to your account is on the same network as the base station.

JamesC

[BeKa]

Thank you JamesC!

Finally got the base station back on-line. My next mission is to get the cameras working again....going to get new batteries tomorrow just in case.

[Suthy25]

Hi JamesC, I am having the same problems and have done all the resets, deactivated the base station and change my network cables (twice) but still all I get is the power light and no internet light to connect my cameras!

I have been having a few problems over the last week or so where my base station loses connectivity with my cameras but unplugging the unit has been working. We had a power cut on Saturday and ever since then all I get on the base unit is the green power light (LED #1) and nothing else!

I hope you or someone else can help?

[jguerdat]

Sounds like your problems are increasing over time.  Since this tends to point to hardware, conversation with support would be useful, using the Support link at the top here.

[Suthy25]

Tried that and the email bounced back due to poor support, just about sums up the system really!

[jguerdat]

"Email" support isn't actually email - it's a web form.  I don't understand how it can bounce.  A phone call or chat could be useful.

[JamesC]

Suthy25,

There are several options for contacting support: Support Center

Are you using the link above? Please let me know if you need help creating a case, I would be happy to assist.

JamesC

[Suthy25]

When trying to find a solution to my problem a notice came up saying if further assistance is required then email this account - arlo@netgear.com which then bounced back as I have already stated. I don't appreciate being called thick on a forum!

As I have said on other 'chats' I no longer require assistance as I have had it with this system, it's crap and in the bin, new system being installed on Saturday, goodbye Arlo!