topic Re: Arlo security light bridge not connecting at all in Arlo Security Light

Arlo security light bridge not connecting at all

jolly89 — Tue, 21 Aug 2018 02:50:46 GMT

Was able to connect the bridge to my wifi. The firmware updated and now it will not connect at all. I have done a hard reset. The app will see the bridge but will not connect to the wifi. Yes my wifi is dual band 2.4/5.0. I am running out of options and just ready to take this back.

Re: Arlo security light bridge not connecting at all

jolly89 — Tue, 21 Aug 2018 02:57:23 GMT

stuck on this and the bridge light just turns off after 15 seconds

Re: Arlo security light bridge not connecting at all

JamesC — Tue, 21 Aug 2018 15:09:12 GMT

jolly89,

You mention you hard reset the device, did you also remove the device from Settings > My Devices within the Arlo app? What is the LED behavior on the bridge if you unplug it and plug it back in.

What happened after the firmware update that made you reset the bridge?

JamesC

Re: Arlo security light bridge not connecting at all

jolly89 — Tue, 21 Aug 2018 16:31:40 GMT

Hi James,

Thank you for the reply. The bridge is solid piurple when booting up and then goes blank, I can now see it in the arlo app settings but none of the lights will connect. I plug in the fully charged battery, hold sync, it flashes blue a few times then green a few times (at the same time the bridge is flashing) and then goes blank and it can not find any of the lights.

Re: Arlo security light bridge not connecting at all

jolly89 — Tue, 21 Aug 2018 16:32:40 GMT

Re: Arlo security light bridge not connecting at all

JamesC — Tue, 21 Aug 2018 17:16:25 GMT

jolly89,

Okay, it sounds like the bridge is connected and synced up with your router. How far away from the bridge are you when attempting to sync the light?

JamesC

Re: Arlo security light bridge not connecting at all

jolly89 — Tue, 21 Aug 2018 17:19:14 GMT

two feet away

Re: Arlo security light bridge not connecting at all

JamesC — Tue, 21 Aug 2018 21:05:32 GMT

jolly89,

The green flash you describe seeing from the light is an indication that the sync is successful. Try pairing the light again and then check Settings > My Devices to see if the light appears even if you do not see the "Light added!" success screen.

JamesC

Re: Arlo security light bridge not connecting at all

jolly89 — Tue, 21 Aug 2018 20:43:39 GMT

No sir. Still doesn't show up. Any other suggestions?

Re: Arlo security light bridge not connecting at all

JamesC — Tue, 21 Aug 2018 21:08:01 GMT

tjolly89,

I've opened and escalated a case on this issue. An agent will reach out to you with more information as soon as possible.

JamesC

Re: Arlo security light bridge not connecting at all

jolly89 — Tue, 21 Aug 2018 21:08:47 GMT

Thank you sir.

Re: Arlo security light bridge not connecting at all

Wharton03 — Fri, 31 Aug 2018 13:00:49 GMT

Was this ever resolved? I picked up a set of these lights a couple of days ago and spent a fair amount of time trying to set/reset these lights.

I'll probably take them back to Costco, buy a new set and try the new set. If that fails, I'll probably return and move on.

Re: Arlo security light bridge not connecting at all

jguerdat — Sat, 01 Sep 2018 14:19:26 GMT

We need to know exactly what you've tried, in what order, to be able to help. Any error messages, LED indications, etc. are also needed.

Re: Arlo security light bridge not connecting at all

JamesC — Tue, 04 Sep 2018 15:15:08 GMT

Wharton03,

I will reach out to you in a private message to gather more information.

JamesC

Re: Arlo security light bridge not connecting at all

Rockingk86 — Wed, 05 Sep 2018 03:13:06 GMT

Has anyone got a fix for this yet. I spent 2 hours with tech support Sunday trying to get them the lights to sync and then he told me I needed a new bridge and said just to return them to Costco and get another set. I'm on my 2nd set now and still can't sync any lights. The bridge show to be set up right and connected but I always get a failed to discover when syncing the lights even though it blinks green 3 times

Re: Arlo security light bridge not connecting at all

JamesC — Wed, 05 Sep 2018 15:55:38 GMT

Rockingk86,

The engineering team is currently investigating reports of users having difficulty syncing lights to their bridge. I will provide an update as soon as I know more. We apologize for any inconvenience caused.

If possible, could you provide the serial numbers for your Arlo Security Lights that are failing to sync? You can find this serial number inside the battery compartment of the light on a sticker labeled as S/N.

JamesC

Re: Arlo security light bridge not connecting at all

Rockingk86 — Sat, 08 Sep 2018 23:54:15 GMT

58R1865W06501

58R1865K065D0

58R1865T064F3

Re: Arlo security light bridge not connecting at all

Wharton03 — Sun, 09 Sep 2018 00:10:19 GMT

Hello everyone,

For what it is worth: I returned and then purchased a new set from Costco. The second set works just fine.

It would be nice to know, when a thread has elevated a previous customers complaint, what the result was from that. Ultimately, it cost me a couple of hours of headache but now that I have a working set, I think they're a great compliment to an already great security system.

Re: Arlo security light bridge not connecting at all

JamesC — Sun, 09 Sep 2018 06:17:48 GMT

There was an issue on our end that prevented some users from claiming new light kits that should now be resolved. If you were previously unable to sync lights with a new Arlo Security Light kit, please try again now and let me know if you experience any issues.

I apologize for any inconvenience this may have caused.

Thank you,

JamesC

Re: Arlo security light bridge not connecting at all

Rockingk86 — Thu, 13 Sep 2018 17:15:39 GMT

I am now on my 2nd set from Costco and still have the same issue. That's when I posted on here. Should I just take them back and try a 3rd set?