base unit stopped connecting to internet and keeps flashing amber

[tlwillis]

We just noticed our base unit disconnected from the internet after a couple years, and we cannot get it to reconnect.  We have tried a different ethernet cable, unplugging for 30 seconds, and a factory reset.  Nothing works.  I noticed there was a firmware update on September 8th.  I'm not sure if that could have caused it or not.  We are outside the warranty, so it looks like we have no access to support.  Wow...$400 or $500 on a system that just stops working, and no support.  Does anyone have any ideas on how to fix it?

[Dannybear]

Have you tried power cycling the router modem.

which base model?

https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-Base-Station-mean 

[StephenB]

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@tlwillis wrote:

We just noticed our base unit disconnected from the internet after a couple years, and we cannot get it to reconnect.  

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• What model base station do you have? 
• What is the LED status ( https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-Base-Station-mean )

[tlwillis]

Yes, that did not work.  The base model is VMB4500.

[tlwillis]

The base model is VMB4500.  It is flashing amber.  First it is steady blue, then switches to flashing amber.

[Dannybear]

You could try power cycling the router modem first, wait for it to reconnect to the internet then do the same for the Base station.

it can also mean a camera is missing.

[tlwillis]

We have internet service through t-mobile, and use a router they provided.  Is that what you mean by "modem"?  I unplugged it for over 30 seconds, but it looks like it has a battery backup in it.

[Dannybear]

Some internet providers use a basic modem interface unit and a separate Ethernet router, others use a combo unit. If unsure contact your provider for how to restart it.

[StephenB]

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@tlwillis wrote:

We have internet service through t-mobile, and use a router they provided.  Is that what you mean by "modem"?  I unplugged it for over 30 seconds, but it looks like it has a battery backup in it.

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When you get T-mobile broadband service, they provide an LTE/5G gateway (which serves as a router and and also the connection to the mobile data network).  So that is what @Dannybear asked you to restart.

The on/off switch should restart it - you can also restart it using the tmobile app. 

[tlwillis]

We have turned off the router for a minute, but still the base unit will not connect.   We also tried using a different USB cord from the base unit to the router.  I am thinking about just buying a new base unit to see if it works.  I can return it if it doesn't.

[StephenB]

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@tlwillis wrote:

 We also tried using a different USB cord from the base unit to the router.

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The base has to be connected with ethernet, not USB.   If you have the cylindrical gateway model, there are two ethernet jacks at the top of the gateway.

[tlwillis]

Sorry, I meant ethernet, not usb.  We are using an ethernet cable.

[StephenB]

What status are you seeing on the base station LED(s)?

• https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-Base-Station-mean

[tlwillis]

It is flashing amber.

[StephenB]

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@tlwillis wrote:

It is flashing amber.

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Ok, so it agrees there is a connection problem.

Did you try another ethernet port in the router?

Also, did you try restarting from the T-mobile app?