Ultra Smarthub not responding

[AngeliquevC]

Non of my connected Ultra camera’s are working anymore or not producing anything. I tried to restart my smarthub (VMB5000r6), but it looks like it doesn’t restart at all since nothing changes. I checked for the latest firmware which is the case. I also uninstall and reinstalled the iOS app, no result. I am remote so not at home, so what else’s can I do or can Arlo remotely reset it via a token after I provide then with my serial nr.

hoping to receive a reply 

[ShayneS]

HI @AngeliquevC 

Are you having an issue with Your devices being displayed in HomeKit because I see you have your base station and cameras currently online.

[AngeliquevC]

I don’t see any camera activity in HomeKit (message for each camera shown is “no response”) while via the Arlo app it seems to me that I have a stuck image of many days ago. When I clicked on a camera, nothing happens and no live view appears.

[ShayneS]

@AngeliquevC 

I reset your HomeKit token, can you remove your hub from the homekit app and re-add it 

[AngeliquevC]

Since I am not at home, I can remove the hub from the app but I can’t install it unless I am near the HomePod hub.

but are you sure that there is not a problem with the Arlo hub?

[ShayneS]

I see your base station reporting online, If the issue is strictly within the HomeKit app e.g you can't see the cameras or they're appearing offline, you can try removing your base station within the Home app and re-add it in the Arlo app. If you're able to live stream through the Arlo app, your devices etc, there should be an issue with the base itself. 

Here's an article with more information on adding it to HomeKit: https://kb.arlo.com/000063184/How-do-I-connect-my-Arlo-device-to-Apple-Home-Arlo-Secure-4-0

If I'm not understanding the symptom correctly, please try to clarify exactly what is occurring so I can better assist.

[AngeliquevC]

Ok, let’s forget the Apple HomeKit for now and let me concentrate only on the Arlo app, Arlo camera’s and Arlo hub.

 When I open the Arlo app, go to devices, I see all my camera’s and the hub. Most of the camera’s show an image of 22d back. When I click in the middle of the image, it shows Connecting, but within a couple a seconds it stops and nothing has changed. So the image still shows 22d old.

When this happened in the past, I remotely restarted the Arlo hub. When, in the past I did this, I was asked to confirm, and when this was successfully, the message “restart” disappears. Now, this does not happen and nothing happens in my humble opinion with the camera’s.

Does this makes sense?

To be it looks like that the Arlo hub is in a kind of loop. I did remove/deleted the Arlo app already

 

 

 

and reinstalled it, but without success.