Nothing will get my base station back online

[TJune]

It's been several months and my base station is still offline. It's so aggravating I can only deal with it from time to time. Spend at least an hour each time going through all the suggested steps and it is still offline. I have unplugged, reset, made sure everything is plugged in, etc. The internet LED is green. It is plugged directly into a router which is functioning fine. I have two cameras, both worked fine until the main power to the house had to be turned off for a few mintues for some (unrelated) electrical work. I removed both cameras and re-synched which worked fine but they do not show up in Devices - I guess b/c the base station is offline? Does anyone have a suggestion that is not already covered in the topics??

[jguerdat]

Have you opened a case with support on the chance it's a hardware problem that can be handled with the warranty?

[TJune]

It's 18 months old, assuming warranty for for a year. But I will open a ticket with support. I have never updated the firmware, don't know how to do this so maybe support can help. Thanks!

[TJune]

I just spent 30 min going in circles trying to email support. First email disappeared before I sent it, now email isn't an option only the (not free) phone or live chat. So frustrating. I have the base station device info, maybe someone can tell if it needs to be updated? And how to do that?

Firmware: 1.8.9.1_13442

Hardware: VMB3010r2

Serial Number: 4893587AA3861

[jguerdat]

The base firmware is up to 1.9.4.0_15548. Not updating firmware is a very likely cause for issues.

The email option has been problematic recently. I'm trying to figure it out but right now you need to use one of the other options.

[JamesC · Accepted solution]

TJune,

You indicate above that you've factory reset the base station, if this has been done you will need to remove the base station from Settings > My Devices in your Arlo account and then add it again by pressing the "Add Device" button, select base station and follow the on screen instructions.

JamesC

[TJune]

That worked! Cameras are back online. Thanks so much.