VMB5000 appears offline

[paulofierro]

I have an Arlo system from 2020, a VMB5000 base station (firmware 1.10.0.8_22190) with 4 Ultra 4K and 2 Ultra 2 cameras, which have all been working fine.

Today I noticed that the base station was reported as being offline in the iOS app. Having never had an issue with the base station before, I pulled out the plug and restarted it hoping that would clear things up. The app still reports it as offline.

However, on my wife's phone it's very much online, the cameras work and are available. The only difference is that I'm running version 6.6.0 and she's on 6.5.8 and we're on the same WiFi network as the base station.

Her app also looks quite different, more modern, and with different tabs (Dashboard, Feed, Emergency, Devices, Routines) vs mine (Devices, Library, Mode, Settings) which matches the web experience on my.arlo.com.

On the website the base station is also reported as offline.

I tried to access support via the app, and on the old app it gets stuck scanning the wifi network for issues — it always fails with "User action caused analyst failure" whatever that means. The phone just sits next to the base station untouched.

On the new app you can't access support because it doesn't allow me to select the base station, maybe because it's offline? Its incredible.

Hence this post. What else can I try?

I'd rather avoid a factory reset since the system still works in the old version of the app...

[StephenB]

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@paulofierro wrote:

On the new app you can't access support because it doesn't allow me to select the base station, maybe because it's offline? Its incredible.

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FYI, you never could.  If you have an issue with a base, you need to select a camera in a subscription plan.

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@paulofierro wrote:

However, on my wife's phone it's very much online, the cameras work and are available. The only difference is that I'm running version 6.6.0 and she's on 6.5.8 and we're on the same WiFi network as the base station.

Her app also looks quite different, more modern, and with different tabs (Dashboard, Feed, Emergency, Devices, Routines) vs mine (Devices, Library, Mode, Settings) which matches the web experience on my.arlo.com.

the system still works in the old version of the app...

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First to clarify.  The app has supported both of these interfaces for the past two years.  Which one you see depends on how your Arlo account is set up their cloud.  So it's not about the app versions.  What has happened is that your wife's account was migrated to Feed by Arlo, but yours was not.

This suggests that she is using the primary account, and you are using a "friend" account with shared cameras.

The simplest solution is for you to start using the same credentials on your phone as she is using.  Arlo didn't used to allow that, but that changed quite a while ago now.  Then you will see the same menus and have all the same controls that she has.

The other option is for you to force the migration of your account to "Feed".  You do this by going into "add device" on your phone, and starting to add a Pro 5s camera.  This will of course fail, because you don't have that camera.  But the workflow will migrate you to "Feed" before you get stuck.  You will still be using the "friend" account, so there will be some camera controls that your wife has that you will not have.  (This was true before your wife's account was migrated), so not new).

[paulofierro]

Thanks @StephenB !

To clarify:

I can access support through the app via the base station in the old version of the app, but it fails every time while doing a network scan, so I can't submit a ticket.

We also share the same account, so I get different experiences on different phones. I tried reinstalling the app, and logging in again but still get the same old interface. This smells like a bug. Its also broken on the web.

I attempted your workaround, but when I try to add a new Pro Series camera there are no options to add a Pro 5S or Pro Security Camera. These only appear to be available via the new interface, which leaves me in the same spot.

[StephenB]

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@paulofierro wrote:

TI attempted your workaround, but when I try to add a new Pro Series camera there are no options to add a Pro 5S or Pro Security Camera. These only appear to be available via the new interface, which leaves me in the same spot.

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Are you getting into "add device" in your app?  The pro camera is very old, you should certainly see that in the list.

If you are using the same Arlo account credentials on both phones, then you should both be seeing "feed".

What menu are you seeing from the browser? (Make sure you are trying this on a PC)? 

[paulofierro]

In the latest version of the app (6.6.0 with the old UI) I go to Add New Device > Cameras > Pro Series and see Pro 4, Pro 3 with Floodlight, Pro3, Pro 2, Pro.

In the previous version of the app (6.5.8 with the new UI) I go to Add Device > Cameras > Pro Series and see Pro Security Camera (6th Gen), Pro 5S, followed by the same list as above.

I'm using the same account credentials on both phones and get completely different experiences.

On the web (my.arlo.com), I see the same tabs as the old UI (Devices, Library, Mode, Settings, Log Out).

Really smells like a software bug.

[StephenB]

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@paulofierro wrote:

In the latest version of the app (6.6.0 with the old UI) I go to Add New Device > Cameras > Pro Series and see Pro 4, Pro 3 with Floodlight, Pro3, Pro 2, Pro.

I'm using the same account credentials on both phones and get completely different experiences.

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What model is the phone that is showing the old UI?  What version of Android/IOS is it running?

[paulofierro]

Both phones are iPhone 17 Pros running iOS 26.1.

[StephenB]

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@paulofierro wrote:

Both phones are iPhone 17 Pros running iOS 26.1.

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That is weird. I suggest reaching out to Arlo support.  You can just choose a camera in the subscription plan to get access.

If that fails, then reply back so the mods can assist.

@BrookeN , @ShayneS , @JamesC: is this issue on your radar?  (two phones using the same credentials, but showing different user experiences).

[ShayneS]

@paulofierro 

Are you able to reach customer support from your wife's phone? 

If the device or subscriptions aren’t offered in your region, it may not be supported. As a result, it won’t appear in the list of devices during onboarding.

You can find the available regions for Arlo Secure here: https://kb.arlo.com/000062249/Where-is-Arlo-Secure-available

[paulofierro]

@ShayneS I'm not able to reach customer support at all because I don't have a subscription.

Earlier today I emailed support@arlo.com to query an invoice I received for a subscription I haven't had since 2020, and got an auto-reply saying the message was undeliverable.

Arlo support appears to be nonexistent for customers who won't spring for the subscription, and now I'm being charged for a subscription I didn't sign up for. We're going from bad to worse.

[ShayneS]

@paulofierro Can you PM me with the best contact method and I will have someone reach out to you. 

[ShayneS]

I have escalated your case & someone from support will be reaching out to you as soon as possible.