Restarting problems

[IvarSkjetne]

Hi,

After spending quite a few hours trying to find a solution in the forum how to reestablish my system, testing absolutely all possible methods, I am about to give up and return the gear to my local dealer for the second time.

Initially I had a set working through my Netgear router at home, but after deactivation to move base station and camera to my sommerhouse, wich has a very good working internet connection through an Asus RT-AC66U Gigabit Router, nothing will function anymore. Resetting the base station several times gives nothing but amber internet light and thus no connection with my iPhone Arlo app. I guess setting up the camera is functioning (blue blinking light etc.), but there is really no way to confirm that without detecting the system on my ighone/iPad (base station with no internet connection).

There is nothing wrong with the cable connections, all working fine and my internet is up and going.

I have also made sure the ports 80 and 443 are wide open.

Anybody with suggestions to actions not being highlighted in the forum previously? Could there be any setting on my Asus internet router I have missed (ports and firewall have been checked out)? Could my profile at Arlo be an obstacle?

Best regards from Ivar the Norwegian.

[JamesC]

IvarSkjetne,

Your Arlo account would not be the issue. You should be able to log in to the account from any network. If the internet light on the base station is amber that means it is connecting to your router but is not receiving an internet connection. If you confirmed it was working at the other location that isolates the problem to the network it is currently connected to. Is the ISP at the new location different? Are you able to try using a different router to further isolate where the issue may be?

JamesC

[IvarSkjetne]

I have two different ISPs and my initial successful connection through my Netgear router at home was with the national Norwegian provider (Telenor/Canal Digital). I have made several attempts to reconnect without success (amber internet light on base). The ISP at my sommerhouse is also well known in my part of the country (Eidsiva Broadband) and delivers stable signals through fiber cable to my Asus router. Both connections are working very well at 10-25 mbps. I have not found any ip-conflicts. The Arlo base unit has a unique HDCP supplied ip-address on both routers.

The problem started this summer with the idea of setting up the well working camera installation at my sommerhouse as a kind of burglar alarm. At first I had the green led, but no success in finding the setup on my iPhone/iPad (with the Arlo-app which worked well at home). For a second attempt I brought it back home and then the problem with the amber led occurred. And since then it has been a frustration all the way! I have stopped counting hours testing/failing.

This spring I was connected in my Arlo app for some weeks to my sons Arlo setup in another part of Norway. Both systems worked parallel without problem. I was disconnected after that period and I hope this has had no impact on the present status!?

[IvarSkjetne]

Any final comment anyone? I do consider returning my Arlo to my local dealer (for the second time). Maybe I should try some other brand. After several attempts on four different routers I am about to give up!!
Ivar

[jguerdat]

Not sure why you deactivated the initial setup to move the system to another location. All you had to do was turn it off, move it, and turn it back on.  It's network-agnostic as long as there's nothing blocking it on the new network.  

It depends on how much more time and effort you wish to put into this.  I'd try reinstalling the system in the original location and verify that it does or does not work.  If it's still not connecting, I'd strongly suggest a trouble ticket to potentially get a replacement base station.  Additionally, some Australian (?) users have had problems with their ISP-supplied hardware causing lack of connection that newer versions of the unit fixed.  I can't speak about any of this having not had the problem or equipment but it's a possibility.  It could also be the ISP itself causing the problem.

I have a somewhat older but similar router as you (Asus RT-N66U) and have no problems.  I guess one thing you could try would be to use a commandline connection to the Arlo servers using traceroute to the Arlo servers to see if that reveals an issue.  How to use traceroute depends on the OS you use - Windows calls it tracert for unknown reasons.  Here's a copy and paste of an attempt I just did (note the lack of response at the end of the attempt which llikely means Amazon has turned off the ability to respond to a ping as part of protection against network attacks):

C:\Users\jguerdat>tracert arlo.netgear.com

Tracing route to ArloProdLB-1815857678.eu-west-1.elb.amazonaws.com [54.77.176.243]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms router.asus.com [192.168.10.1]
2 53 ms 28 ms 29 ms cpe-24-93-16-1.rochester.res.rr.com [24.93.16.1]
3 140 ms 16 ms 29 ms tge0-0-1.hnrtnyaf01h.northeast.rr.com [24.93.8.150]
4 12 ms 9 ms 11 ms be21.rochnyei02r.northeast.rr.com [24.58.44.42]
5 17 ms 15 ms 13 ms be28.rochnyei01r.northeast.rr.com [24.58.32.74]
6 29 ms 30 ms 30 ms bu-ether45.chcgildt87w-bcr00.tbone.rr.com [107.14.19.106]
7 24 ms 28 ms 25 ms 0.ae4.pr1.chi10.tbone.rr.com [66.109.1.66]
8 26 ms 25 ms 26 ms chi-b21-link.telia.net [213.248.76.97]
9 38 ms 37 ms 35 ms nyk-bb1-link.telia.net [62.115.134.188]
10 113 ms 114 ms 111 ms ldn-bb3-link.telia.net [213.155.135.64]
11 111 ms 118 ms 111 ms ldn-b1-link.telia.net [62.115.113.219]
12 112 ms 127 ms 111 ms a100-ic-314170-ldn-b1.c.telia.net [213.248.104.222]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 128 ms 124 ms 122 ms 178.236.0.101
17 123 ms 123 ms 121 ms 178.236.0.112
18 120 ms 123 ms 122 ms 178.236.1.15
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.

29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

[IvarSkjetne]

Hi, thanks for detailed response! I have two ISPs, both the initial at home and one different at my sommerhouse. Neither one makes contact (amber led for intrrnet). I have made several attempts both with the first which worked ok initially and then back and forth. I must admit that my skills are far off to follow your recommeded solution. Sounds really "Greek" to me...
This seems to be much too complicated being an "off the shelf" product. I guess I have to look for something alternative. But thanks anyway!
Best regards.

[jguerdat]

I suspect it's an issue with the ISP. What modem is in use?

[IvarSkjetne]

Ok, I have contacted the ISP for my sommerhouse connection and will make one last attempt to investigate into my Zyxel router/modem. Next visit in some weeks will show wether a solution is reached. I will let you know.

Until then, thanks and regards!