Arlo|Smart Home Security|Wireless HD Security Cameras

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Geoff
Luminary
Luminary

Hi All,

 

Have searched the community with lots of similar problems but I still have an issue.

Yesterday for no reason all the cameras (4) showed they were offline.

No problems with internet connection.

Used the app (in a hurry maybe) and removed the Base Station.

Now I am unable to reconnect to the Base Station, getting 'discovering your device' logo which eventually times out.

Have reset Base Station numerous times, all LEDs are green.

I have removed a camera and placed it next to the Base Station and occasionally I can hear it 'click'

I am running BT HomeHub4 which identifies the Base Station as VMB3010

I have read the method of resetting the Base Station by using a pin in hole in the back is the outdated method?

 

Anyway, can anyone assist please?

 

Thanks in advance.

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Geoff
Luminary
Luminary

@brh

Hi Brian,

No joy with the other suggestion.

 

Have done a factory reset....paper clip in the back of the Base Station. (even though I have read this is a method which is not required anymore!?)

Computer now finds and connects to Base Station.

Have sync'd one camera and that is ok. (still retaines it's given name)

 

Looks like I will now have to resync all the other cameras and set up the modes again. (damn)

At least I'm back up.

 

How did this happen I wonder?

 

Thank you very much for your help.

FYI I have opened another topic....sort of related to the factory reset.

 

Thanks again

 

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11 REPLIES 11
brh
Master
Master

@Geoff

Here is a link explaining how to do a factory reset.

 

https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-base-station-to-the-default-values

 

Is the base station showing up in your app? Is the system in the Disarmed mode. I believe it must be in the Disarmed Mode to attach the cameras.

 

Brian

jguerdat
Guru Guru
Guru

Now that you've removed the base, remove ALL devices in Settings, My Devices. Press the reset button on the base until the LEDs flash amber and wait for it to reboot with green power and Internet LEDs. Use the Add Device button on the Devices tab to add the base and then sync the cameras.

 

Whenever you're having connection problems, check the LEDs on the base first before doing anything else. If they're all green,the issue is likely a display issue that may be able to be resolved by logging out and back in as well as by trying both the app and a computer browser.

Geoff
Luminary
Luminary

@jguerdat. Thanks for the reply.

However:

No devices are shown in settings.

I did press the reset button and held it pressed. All LEDs were off. No LEDs flashed orange.

Kept reset button pressed for about 30 seconds.

Only on release of the reset button did the power LED show steady orange.

Then the other two LEDs came on and they all ended up green.

No LEDs flashed orange at all.

 

Have logged in and out on both PC and app.

 

What I do find strange is that I can hear the camera (one that I have removed to be close to the Base Station), clicking, as though the camera is trying to connect.

 

Any other thoughts?

Thanks

brh
Master
Master

@Geoff

I'm not sure where you are at in the process, but is the base station showing up at all? If not, You have to add the base first and then add the cameras one at a time.

 

Brian

Geoff
Luminary
Luminary

@brh

Hi Brian,

No the Base Station is not showing.

Base Station is not being found. See below:

 

On the Arlo screen it says 'Add Device'

I click on 'Add Device'

Takes me to next screen 'Select the device you would like to add'

This shows thumbnails of all Arlo products.

I click on 'Base Station'

Takes me to next screen with pictograms of connections:

  • Connect the Base Station to your router using an Ethernet cable.
     
  • Plug the AC adapter into an electrical outlet.
     
  • Press the On-Off button on the back of the Base Station and wait until the Power and Internet icons are lit green.
     
  • Make sure your mobile device/computer is on the same network as the Router.
    Click on 'Continue'

Takes me to next screen:

                                                    "Discovering your device.
                                                                   Please wait ..."

 
brh
Master
Master

@Geoff

Did you peform a factory reset?

 

https://kb.arlo.com/1179130/Arlo-can-t-discover-my-base-station-during-installation-what-do-I-do

 

It seems strange that all three LEDs are green but it does not show the base.

Are you trying to setup the base using the mobile app or the IDE on your computer?

 

Brian

brh
Master
Master

@Geoff

Do you think your router had a firmware update when this happened and blocked the ports you need for Arlo to work? I would first unplug the ethernet cable from the router then power off the Arlo base then power off the Router and turn it back on. When it is up and running, plug in the ethernet cable from the Arlo base then power up the Arlo base and try again.

 

Brian

Geoff
Luminary
Luminary

@brh

Hi Brian,

No joy with the other suggestion.

 

Have done a factory reset....paper clip in the back of the Base Station. (even though I have read this is a method which is not required anymore!?)

Computer now finds and connects to Base Station.

Have sync'd one camera and that is ok. (still retaines it's given name)

 

Looks like I will now have to resync all the other cameras and set up the modes again. (damn)

At least I'm back up.

 

How did this happen I wonder?

 

Thank you very much for your help.

FYI I have opened another topic....sort of related to the factory reset.

 

Thanks again

 

jguerdat
Guru Guru
Guru

The root of your problem is that the power LED is amber, not green. All bets are off. Either the base or the power supply seems to be bad. If the system is new enough, swap at the store. Otherwise, open a case with support here by using the Contact Support link at the bottom here and then again on the new page.

 

Edit: re-read your messages and see that all LEDs are green. That's odd since there's nothing in My Devices and the base has been reset - after booting, the power and Internet LEDs are the only ones that should be green.

Geoff
Luminary
Luminary

@jguerdat.....paper clip in the back of Base Station for factory reset.

 

That did the trick........Base Station found and all cameras back up.

Had to resync three out of the five cameras and remake the modes and the rules.

 

None the wiser why this happened???

 

Thanks to all for the help.