topic Re: Token RESET Request in Partner Integrations

Token RESET Request

TechEnthusiast — Mon, 26 Jun 2023 16:45:40 GMT

All of my Arlo cameras have been showing “not responding” in Apple Home app as of 6/25/2023.

I’ve removed my Arlo hub from HomeKit but I’m unable to add it setup Arlo to HomeKit. When I try to run setup, it get stuck on discovering devices.

Can I please get a token reset so that I may be able to re-add my hub/cameras back to Apple

Lost HomeKit connection

TorontoArloPro — Tue, 30 May 2023 01:27:33 GMT

Lost HomeKit connection and cannot reconnect

Re: Lost HomeKit connection

ShayneS — Tue, 30 May 2023 19:04:47 GMT

I have reset your HomeKit token, Please reboot your Base Station or Smart Hub and try again.

Thank you

Re: Lost HomeKit connection

TorontoArloPro — Sat, 03 Jun 2023 19:23:35 GMT

Still not working. Appreciate if you can reset token again.

Re: Lost HomeKit connection

ShayneS — Tue, 06 Jun 2023 00:10:09 GMT

I have reset your HomeKit token, Please reboot your Base Station or Smart Hub and try again. You can also remove and re-install the Arlo app.

Thank you

Re: Lost HomeKit connection

TorontoArloPro — Tue, 06 Jun 2023 01:57:08 GMT

Thank you I was able to re-add, but then it failed within minutes and all the cameras removed themselves from HomeKit. Now I’m back to the same issue where I cannot connect to HomeKit from the Arlo app.

Re: Lost HomeKit connection

ShayneS — Fri, 09 Jun 2023 17:05:54 GMT

@TorontoArloPro

Can you make sure your iOS device is on the latest version iOS and the Arlo app is up to date. I reset the token again.

Re: Lost HomeKit connection

TorontoArloPro — Fri, 09 Jun 2023 03:40:51 GMT

I can confirm I have the latest OS version and the latest Arlo app version.

I was able to add but again it failed and cameras removed from home app and HomeKit setting in Arlo app.

I did see an error message in the Arlo app before the HomeKit connection dropped but it disappeared before a had a chance to note or screenshot.

Re: Lost HomeKit connection

ShayneS — Fri, 09 Jun 2023 17:08:37 GMT

Let me check in with my team to see what they think can be going on. I will update you as soon as possible.

Re: Lost HomeKit connection

ShayneS — Fri, 09 Jun 2023 23:57:17 GMT

Can you verify that you were trying to setup while connected to your wifi vs mobile data.

Re: Lost HomeKit connection

Johanpeter — Sat, 10 Jun 2023 00:03:06 GMT

Please reset my HomeKit token

Re: Lost HomeKit connection

TorontoArloPro — Sat, 10 Jun 2023 00:36:11 GMT

Yes, Wi-Fi but actually I do have Arlo on a separate wifi network vs my iPhone. I can try setting up connected to the same router as my hub.

Re: Lost HomeKit connection

ShayneS — Mon, 12 Jun 2023 17:50:47 GMT

Hi @Johanpeter

I have reset your HomeKit token, Please reboot your Base Station or Smart Hub and try again.

Thank you

Re: Lost HomeKit connection

TorontoArloPro — Mon, 12 Jun 2023 19:14:37 GMT

I am connected to the same wifi network but the app cannot locate my device.

Re: Lost HomeKit connection

TorontoArloPro — Tue, 13 Jun 2023 18:28:40 GMT

Please let me know what is the next step to have HomeKit connected?

Re: Lost HomeKit connection

ShayneS — Tue, 13 Jun 2023 21:08:41 GMT

I am following up with the team, I will provide an update as soon as possible.

Re: Lost HomeKit connection

TorontoArloPro — Tue, 13 Jun 2023 21:13:49 GMT

Thank you. Would you mind resetting my token in the meantime so I can attempt to connect?

Re: Lost HomeKit connection

ShayneS — Tue, 13 Jun 2023 22:20:48 GMT

@TorontoArloPro

We can try again sure, go ahead and reboot you base station. You can also try removing and re-installing the Arlo app again.

Re: Lost HomeKit connection

TorontoArloPro — Wed, 14 Jun 2023 04:40:44 GMT

I Have a mesh router system and stared suspecting that might be my issue. I unplugged the satellites to force my phone to connect to the main router which I have my basestation connected to. I was able to setup the cameras after you last reset my token but after plugging my satellites back to power, the cameras removed themselves from HomeKit again.

Considering I’ve has the mesh router for years and had Arlo and HomeKit working without issue until recently, was there a firmware update in the last 2 months that has caused a conflict with HomeKit and mesh networks? Also, when I can readd to homekit after having my token reset I seem to have to add Arlo to a “default room” that I don’t have setup in HomeKit - might this also be a conflict causing the failure?

Re: Lost HomeKit connection

Johanpeter — Wed, 14 Jun 2023 06:43:42 GMT

It worked. Thx