topic Re: Pro 4 SN A9D71A78A1F49 in Arlo Essential Wire-Free Cameras

Onboarding QR code issue Essential camera

CLM1989 — Tue, 21 Jun 2022 18:06:25 GMT

Camera connected to my Wi-Fi but does not get added as a device in the Arlo app. Help please

Re: Vmc2330

jguerdat — Mon, 25 Apr 2022 12:01:17 GMT

Did you choose the correct model when starting the setup? There are both Essential cameras with and without the spotlight so make sure you select the right one.

Re: Vmc2330

CLM1989 — Mon, 25 Apr 2022 15:43:10 GMT

The model on the box says vmc2330. But when the unit connects to my Wi-Fi it says it’s vmc2030 so I tried to connect the vmc2030 it will connect to my internet but Arlo can’t find the device. This happened with all 3 cameras

Re: Vmc2330

StephenB — Tue, 26 Apr 2022 11:20:45 GMT

@CLM1989 wrote:
The model on the box says vmc2330.

That's a multicamera kit of 3 VMC2030s. Unfortunately Arlo makes identifying your cameras needlessly difficult.

@CLM1989 wrote:
so I tried to connect the vmc2030 it will connect to my internet but Arlo can’t find the device.

Are you selecting the "Essential Spotlight" camera when adding device? @jguerdat asked that, but you didn't answer that question.

Re: Vmc2330

CLM1989 — Wed, 27 Apr 2022 16:30:32 GMT

Yes I selected the essential spotlight model . It will connect the camera to my Wi-Fi but the the Arlo app cannot find the camera. I have an iPhone 13 would there be a setting in my phone that is causing this I am sharing my location when trying to connect. Do I need a hub to connect these cameras to Arlo app?

Re: Vmc2330

StephenB — Wed, 27 Apr 2022 18:52:24 GMT

@CLM1989 wrote:
Do I need a hub to connect these cameras to Arlo app?

No.

@CLM1989 wrote:
It will connect the camera to my Wi-Fi but the the Arlo app cannot find the camera. I have an iPhone 13 would there be a setting in my phone that is causing this

The app does have to be allowed to access your home wifi, so look in the apple settings for that.

A couple other possibilities:

The wifi network needs to be set up as WPA2 (AES).
If you are trying to use a guest network, make sure that clients are allowed to "see" each other.
If your router lets you disable 5 ghz WiFi, then do that during onboarding.

Re: Vmc2330

cowtowncor — Mon, 23 May 2022 01:08:22 GMT

I'm having the exact same issue here using all the same types of components as the original poster.

I purchased a 3-pack of Essential Spotlight Cameras (VMC2330 on the box). I'm running the App on iPhone Xs. I have tried connecting against 3 different 2.4 GHz routers in two different houses (WPA2). I've tried using different OSX devices too (iPad and iPhone 13). I walk thru the wizard in the app and hear the chime when the QR code is scanned by the camera, then nothing, nada - the app just spins and eventually times out. I have run thru the factory reset process that I found online - although it doesn't work exactly as documented, the document suggests holding the sync button for 15 seconds then let go and wait for the 3 amber flashes. However when I do it, the only way I can get to the amber flashes is to continue to hold it thru 16-18+ seconds. After doing that several times, no difference in the process.

Re: Vmc2330

ShayneS — Tue, 24 May 2022 23:24:04 GMT

Have you tried using the web browser to install the cameras?

Re: Vmc2330

cowtowncor — Wed, 25 May 2022 00:38:08 GMT

Yes, I did try that. Same exact outcome. I think it may be time for these to go back to the store from which they came, I’m not even going to open my flood light.

Re: Vmc2330

ShayneS — Wed, 25 May 2022 02:07:47 GMT

@cowtowncor

Are you using a mesh system or dual bands?

Re: Vmc2330

cowtowncor — Wed, 25 May 2022 03:09:26 GMT

No. None of the three routers/networks I have tried are mesh. Two are 2.4GHz only, the other is dual band, I have tried with 5Ghz off in that router. No avail.

Re: Vmc2330

ShayneS — Wed, 25 May 2022 17:32:58 GMT

@cowtowncor

I can escalate this issue to support so they can help resolve the issue if you like?

Re: Vmc2330

cowtowncor — Wed, 25 May 2022 23:13:46 GMT

Yes that would be helpful. Thanks.

Re: Vmc2330

ShayneS — Thu, 26 May 2022 21:10:40 GMT

@cowtowncor

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here:43043964

Re: Vmc2330

arlokamera1 — Sat, 28 May 2022 18:01:00 GMT

I have the same issue, bought the 3 pack essential spotlight cameras yesterday but the app cannot find device. I have tried with samsung, iphone, and the my.arlo.com website but I cannot get it to work. Wonder if anyone has been able to get it to work in the last couple of days?

Re: Vmc2330

cowtowncor — Sat, 28 May 2022 20:35:33 GMT

Seem to be systematic to me. Too much of a coincidence that all complainants are running from a 3-pack.

I registered my serial numbers and provided contact details to support (as requested) and have not heard anything. I'm setting the timer, if I don't get this resolved before Tuesday 31st, I'm taking everything back to the store.

Re: Vmc2330

jguerdat — Sun, 29 May 2022 12:39:07 GMT

Are you making sure you're selecting the proper camera when onboarding? There are 2 different Essential cameras - one with spotlight and one without.

Re: Vmc2330

arlokamera1 — Sun, 29 May 2022 13:53:11 GMT

Yes, I have with spotlight. In desperation I have selected other cameras and then I get a different error message.

Re: Vmc2330

ShayneS — Tue, 31 May 2022 16:06:27 GMT

Hi @arlokamera1

Are you still experiencing this issue?

Re: Vmc2330

arlokamera1 — Tue, 31 May 2022 20:02:10 GMT

After reinstalling the app on my iphone I have one camera added, but the other 2 cannot be found. Needless to say I am running out of patience.