topic Re: VMB4000 in Partner Integrations

Arlo Pro 2 & base-station cannot connect to or discovered on HomeKit

vkmann — Wed, 17 Nov 2021 22:53:23 GMT

Arlo Pro 2 & base-station cannot connect to or discovered on HomeKit

I’ve been though all self help and diagnostic and still having no luck.

I have had the system paired with HomeKit in the past. It’s just not discovering anymore.

Troubleshooting steps taken:
Reboot Arlo Hub (via app & power-cycle)
Reboot Arlo Pro 2 cameras (via app & power-cycle)
Reboot home WiFi (via management app & power-cycle)
Soft-reset iPhone
Uninstall & re-install Arlo app
Use second iOS device (iPad Pro)
Restart Apple HomeKit Home Hubs (Apple TV, iPad Pro, iPhone 11 Pro Max)
Confirm all Apple hardware is up-to-date with software
Confirm all Arlo hardware is up-to-date with software & firmware
Confirm all devices are on same WiFi network
Confirm all existing HomeKit devices are connected & responding
Place cameras, Hub, and iPhone within inches of each other
Leave iPhone on above 'Discovering your device...' screen for 30-45 minutes

Re: VMB4000

Dannybear — Wed, 17 Nov 2021 08:23:05 GMT

It is likely that the base station requires a token reset to be able to enable discovery. Unfortunately there is no method for the account holder to perform this function.
If you have a subscription plan or warranty is still valid you can engage arlo support to action a token reset on the device over the internet.

Re: VMB4000

vkmann — Wed, 17 Nov 2021 08:31:51 GMT

Hi Danny,

Thanks for replying,

I'm out of warranty and the solution shouldn't be that you have to spend more money to have a free feature working.

At the lease we should have a way to self service this request.

I hope Arlo support pick this up and action a token reset.

Re: VMB4000

JessicaP — Wed, 17 Nov 2021 22:54:31 GMT

Hi vkmann,

I've sent a token reset request to your Base Station that should resolve the issue. Please reboot your Base Station (remove and reapply power) and allow the Base Station to come back online. Then make sure that you have the latest version of the Arlo iOS app and try setting up HomeKit again using these instructions: How do I connect my Arlo camera to Apple HomeKit?