Arlo/Netgear PGZNG1 (ADT Pulse) no longer connecting.

Interesting...

Since day 1 the Pulse Arlo gateway (made by netgear) has been connected to a 16 port netgear unmanaged hub.  It worked fine until last month.

Connecting it directly to an Ethernet cable going back to the Orbi router it connects to the internet and everything works with the exception of the WiFi booster and doorbell.   I could not get the doorbell or booster to connect. I tried running a second Ethernet out of the gateway to the switch but it does not seem to be a pass thru for connection.

every other device works on the 16 port switch except the ADT gateway.

I will order another switch and see if that fixes it.  I am surprised that it is not working guru the switch.

Thanks. All infomration is helpful. It sounds like you are further toward resolution if your hub connects when you bypass your switch. Also sounds to me that there are no ports blocked (unless the unmanaged switch is suddenly doing it). Intested in knowing if your new unmanaged switch takes care of it for you. 

When I connect the ADT hub (and only the ADT hub) directly to my router, thus bypassing the switch, I still get nothing. The hub does not see the internet.

Probably going to be a simple solution (ala headslap) when it is finally working, but I have never invested this much time in trouble-shooting one event. I've had 3 ADT techs have been dispatched and cant figure it out, so in between visits I keep trying. I even substituted a different router without any success. I guess it is possible I have a bad router AND a bad hub. We'll see tomorrow when ADT shows up again with a new hub to try with the new (backup/test) router. 

BrookHampton  - Just wondering if you've had any resolution as yet? 

I have the same problem. I did replace my cable modem and router, but everything on my network is functioning fine, just not the ADT gateway. 

Spectrum internet, cable modem

TP Link router

My laptop gets internet, my wifi Orbi router works great.  

Did you have any luck?

I have had some luck, but I am not entirely sure if what I did was resonsible. I essentially tried every conceiveable configuration, bypass and process of elimination.

I did notoice problems with my cable modem only being able to lock in one upstream (US) channel. Hard booting it worked once or twice to enable it to lock into multiple upstrem channels and I was finally able to get green-dark-dark-green (G-D-D-G) lights on my ADT hub. I was told that the ADT hub should come up on its own once that lighting confirguration was acheived but it did not. Because the US issue was not stable I was about to replace the cable modem when I decided to double check every coax connection in the house (a few were not real tight). Still G-D-D-G on the ADT hub. Before rescheduling a tech visit, however, asked ADT tech support if the could reset the hub remotely. They perfomed a 're-condition' and voila, the hub came back on line. 

Not sure if that was it, but am happy to have pulse up and going again.  Good luck!

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EMH wrote:

I did notoice problems with my cable modem only being able to lock in one upstream (US) channel. Hard booting it worked once or twice to enable it to lock into multiple upstrem channels and I was finally able to get green-dark-dark-green (G-D-D-G) lights on my ADT hub....

 

Not sure if that was it, but am happy to have pulse up and going again.  Good luck!

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Thanks for such a quick reply! I wonder if there could be issues with my Spectrum modem or my network configuration.  My network is Spectrum modem --> TP Link router --> {Orbie WiFi router; ADT Pulse}.  All devices are able to connect to the Orbie, but I am not getting the device lght to go on on the ADT unit. 

For now I have D-D-D-G. Very frustrating, but I'll take a couple of your hints and see what I can do.

Thanks again for your help, glad you are up and running!

OK, so I have G-D-D-G. Just spoke with them and she said the other lights should be green, she can't see the gateway so she can't do a remote reset. Sigh. Will keep exploring ideas, but welcome any wisdom from the hive.

Sorry - it was a re-certification. (EDIT: Perhaps ask them to connect with someone in tech support that can do a 'recertification'). They were able to do so for me. I suspect that the monitoring service cannot see the hub. Good luck. If not, the visiting techs suggested they could do so when it turned up G_D_D_G. Be sure it stays that way when you power cycle it before you call. 

Good luck.

EDIT : Sorry - was being distracted earlier and thought I had dialed a different number). 

You're awesome, thanks again, will report back if I make progress!

Hilarious... the tech rep was a no-show for our virtual/phone appointment on Friday. I made another appointment for next Friday. Today, I thought about hard wiring the ADT gateway into my fully functioning WiFi Orbi, found a long cable, walked over to the ADT gateway and notice lots of lights are on. Login to ADT Pulse account and sure enough, there is my stuff. WTH? In the appointment I had used the words you gave me, wondering if the tech just did their thing remotely and decided they didn't need to talk to me. 

So, I have no clue why, but it is working now. I'm guessing ADT reset/recalibrated/whatever my gateway remotely. I wish I knew why/what, and I plan to keep my next appointment and hopefully talk to a tech so I can understand it all for future. 

Thank you, I'm going to give you credit for success. :-)

Awesome. Congratulations and I hope it keeps working for you! 

Hello

I had a similar issue with ADT where all of a sudden my Pulse Gateway was not connecting a few weeks ago. 

The only way it would connect is if I was directly connected to the modem. The issue is Comcast will only provide you with a single public IP. If I want a second one I would have to upgrade to the business side for an extra 60 bucks a month.....

My setup is I have an half rack with an Cisco ASA, IPS Sensor, and 2960 Switch. On my ASA I had a rule for the Pulse to have the ports require open with a DHCP reservation on my domain controller. This worked for three years with out an issue until the pulse just stopped working. So I had a tech come out who has no training or tools to debug the gateway. They have to rely on a tier 2 for this... They ended up putting a new Arlo gateway in and it had the same issues. I created a rule with no filtering and it still would not work. It would again only work if directly connected to the cable modem. 

Had a second tech come out today. Same thing did not have the tools to do the job. I actually felt bad for him.  I kept asking for access to the logs to see what it is recieving from my dhcp server. They did not know how to provide this to me. So he left after no resolution.

I just got mine online. The issue was in my DHCP reservation I was providing the IP adress, Subnet mask, Gateway, Domain and DNS Servers. If I took out the domain name of my network and left everything else in place it work. Obviously something changed or was pushed since this will not just all of a sudden stop working.

Bryan

Thanks! Fascinating.  Same experience with a very frustrated ADT tech who came twice. This guy was very cool about trying things I suggested and letting me see his screen. But, no luck.

I realized that before I had a different cable modem which must have been a router and a dumb unmanaged switch. Spectrum changed my modem out to be, I assume, just a modem with one IP and no DHCP. So I flipped the switch to a simple TP Link router.  ADT still wouldn't connect up but all my other devices were fine.  I was going to set up a static IP address for the ADT device as my next step, but all of a sudden it is working. Maybe they pushed some generic update to all of us and you and I both got caught in it. Very frustrating to not understand what the issue was. I'm going to keep my appointment on Friday with virtual tech support and see if they can explain it to me.

Interesting. Just for giggles I went and added the domain back in the DHCP reservation and it went offline again. This is so stupid all the time I have spend and the ADT tech time was ridiculious when If they would of provided basic log access or troubleshooting it could of be solved in a fraction of the time. 

The reasoning behind not allowing access was due to security reason..... What the device is in my house on my network......

Bryan

I just hung up with ADT tech support (this time they called me!). I explained the issue that caused problems for over a month, sequence of events, and just asked if I could learn anything for if it happens again. She was confused. Checked her system notes and said that a firmware update was pushed to the gateways on 9/1, so she thinks mine hit early and that is what fixed things. She suggested that if this ever happens again to inquire about firmware updates that could cause or fix the issue.  I asked her to note upwards that someone must have known there was a glitch that needed to be fixed as that could have saved me weeks of effort. Not her fault, she was really pleasant and helpful.

Bottom line is I'm up, and have no clue if the prior tech who didn't call me performed some kind of reset/recert on my unit or if the firmware upgrade did it. Either way, I'm up. Not totally satisfying, but I'll take it.

(My "devices" light, the top one, is amber btw, but whatever, everything is working, just assume this means I have no additional devices plugged into the extra port on the back of the gateway.)