VMB3000 unable to connect to Arlo Secure app

[Steve338]

After much research, I have concluded that the Arlo Secure app does not support my old base station (VMB3000).  This is really unbelievable and unacceptable!!  Arlo has outgrown me and I have outgrown Arlo.  There are many cheaper and more versatile options available.

Arlo, if I am wrong about any of this, please reply and prove me wrong.

[StephenB]

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@Steve338 wrote:

After much research, I have concluded that the Arlo Secure app does not support my old base station (VMB3000).  

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It should work.

Can you explain the symptoms you are seeing? Did you remove the base from your account, and are now trying to reconnect it?

[Steve338]

I have done every conceivable thing described in the documentation for 3 days in a row with no luck.

[StephenB]

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@Steve338 wrote:

I have done every conceivable thing described in the documentation for 3 days in a row with no luck.

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Did you remove the base from your account, and are now trying to reconnect it?

Or is this somethine else?

[Steve338]

As far as I know my base was never successfully connected to my account. Under devices in the app, I see nothing—just blank.

[StephenB]

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@Steve338 wrote:

As far as I know my base was never successfully connected to my account.

So this is a new install?

Did you purchase this base used?

[Steve338]

I purchased it new in 2016/2017 and used it briefly in my former residence and with a different WiFi network.  It  worked well as advertised.  Subsequently, I stored it in a closet and am now trying to set it up for my current residence with a different WiFi network.  So, the base and 3 cameras sat in the original box for 7+ years.  

[StephenB]

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@Steve338 wrote:

I purchased it new in 2016/2017 and used it briefly in my former residence and with a different WiFi network.  It  worked well as advertised.  Subsequently, I stored it in a closet and am now trying to set it up for my current residence with a different WiFi network.  So, the base and 3 cameras sat in the original box for 7+ years.  

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If the cameras and base were left in the old account, then you would not be able to add them to a new account.  Is that possibly what happened?

[Steve338]

Yes, that’s possible. How do I undo the old account, since I don’t see anything in the app?

[jguerdat]

You would need to log in using the original account's credentials. If you can't remember them, you could try to ask for help from the support team but I don't know how they would  be able to help. @JamesC , @ShayneS , @BrookeN any possibility of this?

[BrookeN]

Support may be able to. look into this with the device serial number. However I am not certain. I have created a ticket regarding the trouble you are having. Someone will be reaching out to you shortly. 

[Steve338]

My base serial number is  and it’s model VMB3000

[BrookeN]

Thank you for providing that information. Support will be reaching out to you. I did remove the serial number from the post for security reasons.