VMC3030 still won't sync with base. need support

[b_k]

I have been struggling with trying to sync my camera to the base station for days.  I just looked under support to see if I could buy support for a month, however, it doesn't even let me see what choices for support I can get because it doesn't see a camera on my system which is why I need support.  This is so frustrating.  Any help would be greatly appreciated.  

[TomMac]

Looks like a dupe post on same issue...

But re " I just reset the camera (held sync button for 15 sec. until it blinks amber "

TBMK, the reset on that camera model is REMOVAL of Batteries only... I do think that posting was mistaken as to models.

So first make sure you base is working. ( as mentioned in other post it prob needs a full reset of base )

Then you must reclaim the base as if a new install.

Once you do the base, it should appear on your app/web access with the left led green and the middle green/blinking green after internet connection.... Right most led ( cameras ) will go green as you sync a camera.

Syncing a camera is just to quickly press the base sync button and then the camera while within 3 ft.

fast blue led on camera means it worked.

[b_k]

The posting is sort of a duplicate, however, I was also asking for a way to get support.  I hope I didn't make things worse by holding the sync button on camera for the 15 seconds.  

I do know about opening and removing batteries to reset the camera, but since that didn't work, I kept searching for another alternative, that is how I found the 15 sec. thing.  

I did remove all devices and started new.  I had to reset base in order to get internet to come on after it stopped working three nights ago.  Since, I have installed the base and it is recognized.  I have been having this sync problem for a while when the batteries go dead, the camera is not synced.  That just started a few months ago.  It has become harder to sync the camera since then.  

[b_k]

Also, I do know about quickly pushing the sync buttons.  Thank you for your help.  Any other suggestions?  

[b_k]

.I just did a complete removal and reset of the base.  One thing I forgot to mention, when the base comes back up, the camera light it amber on the base.  I am going to try to reset again and just hit the sync button on the camera and not on the base with the amber light on and see if anything happens.  

[b_k]

I am still resetting, removing everything, but, my problem with not being able to sync my camera started on 4/6.  I have the library's videos from then, and in the a.m. my internet was off on the base.  I just checked under settings clicking on 'about' on the left side rail (on my pc) and it says:  Version  3.6.3_6   Released    4/6/2022. 

I am now wondering if Arlo did something on 4/6 that now makes my system not syncing.  If anyone has any knowledge or ability to speak with Arlo regarding this, I would be most appreciative.  

[StephenB]

---

@b_k wrote:

 I just checked under settings clicking on 'about' on the left side rail (on my pc) and it says:  Version  3.6.3_6   Released    4/6/2022. 

---

Interesting, as I see 3.6.0_15 released on March 22nd.  Either way, that is the web client - so it wouldn't affect syncing directly to the base with the two sync buttons.

@JamesC might be able to assist in escalating to support.  But that might need to wait until Monday sometime.

[b_k]

That is strange having difference releases.  Also, it is strange that my base lost the internet during the night on 4/6/22, the same time they put through the release.  Then I couldn't get the internet to come back until I reset the base.  That was the first time I have ever had to reset the base.  Thank you very much.  I won't be home until after 4pm EST.  I will be waiting!!!!  Fingers crossed.

[b_k]

Sorry to bother you again, however, I found a phone number for support and I just received a phone call from a man that was from support.  He looked at me Arlo account and said that my system is too old (I purchased it in 9/2019) and due to the update, I cannot sync my camera unless I subscribe for updates for the base.  It costs 149. per year or 249. for a lifetime.  He said he would give me 50. off.  I said I had to think about it.  I wanted to let you know, so you can check with your people.  I had never heard of this from Arlo.  Not sure if it is legit.  Jus to be safe, I changed my Arlo password.

[b_k]

Addition to previous post:  I had called a support number before you posted that you would escalate this on Monday.  If in fact this is true that my camera is too old for Arlo to allow it to sync without paying for updating the base, I would buy a new camera with a warranty before I'd pay that kind of money.  Just wanted you to know.  Thank you.

[StephenB]

---

@b_k wrote:

Sorry to bother you again, however, I found a phone number for support and I just received a phone call from a man that was from support.  He looked at me Arlo account and said that my system is too old (I purchased it in 9/2019) and due to the update, I cannot sync my camera unless I subscribe for updates for the base.  It costs 149. per year or 249. for a lifetime.  He said he would give me 50. off.  I said I had to think about it.  I wanted to let you know, so you can check with your people.  I had never heard of this from Arlo.  Not sure if it is legit.  Jus to be safe, I changed my Arlo password.

---

Not legit. Arlo says "Arlo support agents will never ask you for payments, credit card numbers, or bank information for support services."  https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

Changing your password was a good idea (especially if you gave it to him so he could "check your account".  It'd be good to also provide the contact details (both the web site where you found the number, and what number you called), and pass that on to Arlo (using either the email in the scam KB article, or by sending a private message to @JamesC ).  You send a PM using the envelope icon in the upper right of the forum page.

[b_k]

I am glad I sent this information to you.  I found the forum, however, the name to send a private message doesn't work by putting in @JamesC or without the @.  I am also emailing with the link you provided.  If you can help with this private message name, I would like to send it to him as well.  

[b_k]

I was able to send to JamesC.  Found it.  However, there was a message that there was an HTML and they removed it.  I sent it anyway, I also sent to the email (which was the entire message)