topic Re: Arlo Pro 2, HomeKit setup issues in Partner Integrations

Arlo Pro 2, HomeKit setup issues

Holford — Sun, 05 Jan 2020 23:48:02 GMT

Brand new Arlo Pro 2 & base-station cannot connect to / discover HomeKit, out of the box.

I've been through phone-support twice since receiving my Arlo Pro 2 cameras on Thursday night, but am hoping I can expedite the solution as I'm now waiting for a Tier 2 support person to call me back as none were available tonight...

How the issue manifests:

After setting-up both Arlo Pro 2 cameras & Hub (VMB4500r2) via the Arlo app on my iPhone, I went to setup the HomeKit integration via the Hub's settings. However, I perpetually see the 'Discovering your device. Please wait.' screen instead.

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, and HomePod)
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 (25+) 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

Arlo support experience:

I've been on two different phone calls with Arlo support, which (to be honest) has not been fantastic. I've spent about 90mins on the phone on two different days, and spent about 50-60mins of that on hold. I've repeated all the steps numerous times, and the very first email follow-up I've received just tells me to follow the KB article on how to set-up HomeKit...

I'm now waiting for a Tier 2 support engineer to call me back 'within a few days' as none were apparently available tonight.

I've done plenty of my own research both here, as well as on the /r/arlo subreddit, and it does appear this is a known issue with a number of Arlo Pro 2 kits, wherein the Hub needs a new Apple HomeKit Certificate issued remotely, with many saying they can have this resolved once this is confirmed within 20mins.

I'm hoping that someone (perhaps the fabled JamesC of this support forum) can help me in resolving this...

Many thanks for any help you wonderful people can give!

Re: Arlo Pro 2, HomeKit setup issues

JamesC — Tue, 07 Jan 2020 22:01:03 GMT

Holford,

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) allow the base station to come back online and try setting up HomeKit again using these instructions: How do I connect my Arlo camera to Apple HomeKit?

JamesC

Re: Arlo Pro 2, HomeKit setup issues

Bryan_P — Sun, 12 Jan 2020 18:07:35 GMT

I've also had major issues setting up HomeKit. I am able to add my base station to HomeKit, but only as an uncertified accessory. I have been through phone and email support, and supposedly a new token was sent to my base station, but it didn't work (although the tech support individual had me completely reset my base station, as opposed to simply power-cycling it, as JamesC usually seems to instruct).

Arlo RMA'd my first base station and replaced it with another VMB4500, but in my attempt to set it up today, I am getting the same "uncertified accessory" message when I try to add it to HomeKit.

I like the Arlo app, but part of the reason I went with Arlo was the promise of HomeKit integration. Is there any way we can get this working properly?

Re: Arlo Pro 2, HomeKit setup issues

JamesC — Mon, 13 Jan 2020 16:57:49 GMT

Bryan_P,

JamesC

Re: Arlo Pro 2, HomeKit setup issues

Bryan_P — Tue, 14 Jan 2020 00:52:00 GMT

Thanks James. I power cycled the base station and tried again, but I'm still getting the "uncertified accessory" error message. This doesn't stop me from adding the cameras to HomeKit, but it doesn't seem ideal (and none of the other HomeKit accessories I have are uncertified).

Re: Arlo Pro 2, HomeKit setup issues

BayParkGuidi — Fri, 17 Jan 2020 01:19:57 GMT

I just got the Arlo Ultra and I am having the same issue. I try to add the hub to homekit and it sits at Discovering your device. Please Wait. I tried rebooting the phone, the hub, etc... and it still doesn't work. I went and deleted the hub and re-associated it and re setup the cameras. Still get the same thing. Any ideas on how to fix it? I have the VMB5000r5 hub running 1.15.04_297_aa40f04 firmware. I checked and the arlo app has permissions to my home.

A little frustrating...

Re: Arlo Pro 2, HomeKit setup issues

chayts — Fri, 27 Mar 2020 16:32:06 GMT

Hi JamesC,

I've been having the exact same issues as Holford for months now (an have gone through the same diagnostic process many times over). I had thought that I needed to wait for a base station firmware update to get Homekit working, but sounds like you have the ability to issue an Apple HomeKit Certificate remotely to resolve.

How can I request a token reset for my base station to enable Homekit?

Re: Arlo Pro 2, HomeKit setup issues

JamesC — Fri, 27 Mar 2020 17:35:41 GMT

chayts,

JamesC

Re: Arlo Pro 2, HomeKit setup issues

chayts — Fri, 27 Mar 2020 18:31:05 GMT

Thanks JamesC!!!!!

After you sent the token and a reboot adding Homekit worked flawlessly 🙂

Re: Arlo Pro 2, HomeKit setup issues

Bryan_P — Fri, 27 Mar 2020 18:56:00 GMT

Hi James,

Could I please get a token reset? We've tried it before with my system and it didn't work, but I'd like to give it another shot.

Thanks,

Bryan

Re: Arlo Pro 2, HomeKit setup issues

JamesC — Fri, 27 Mar 2020 20:17:17 GMT

Bryan_P,

JamesC

Re: Arlo Pro 2, HomeKit setup issues

dylanthology — Mon, 30 Mar 2020 11:29:43 GMT

JamesC,

How do i get a reset token?
Sinds I moved to another house I cannot set up my HomeKit in arlo.
My hardware is VMB4000r3

Re: Arlo Pro 2, HomeKit setup issues

JamesC — Mon, 30 Mar 2020 16:10:07 GMT

dylanthology,

JamesC

Re: Arlo Pro 2, HomeKit setup issues

rcordeau — Mon, 06 Apr 2020 18:14:47 GMT

Can I get a reset token sent to my base station as well please?

Re: Arlo Pro 2, HomeKit setup issues

JamesC — Tue, 07 Apr 2020 15:55:43 GMT

rcordeau,

JamesC

Re: Arlo Pro 2, HomeKit setup issues

PCNerd87 — Thu, 09 Apr 2020 18:27:00 GMT

Can I get a token reset as well?

Re: Arlo Pro 2, HomeKit setup issues

rcordeau — Thu, 09 Apr 2020 18:29:52 GMT

Thanks James. Worked like a charm.

Re: Arlo Pro 2, HomeKit setup issues

RyanAmado — Fri, 10 Apr 2020 15:18:18 GMT

Could I receive that token as well?

Re: Arlo Pro 2, HomeKit setup issues

JamesC — Fri, 10 Apr 2020 21:31:23 GMT

PCNerd87, RyanAmado

JamesC

Re: Arlo Pro 2, HomeKit setup issues

RyanAmado — Sat, 11 Apr 2020 00:35:51 GMT

Thank you!!! It finally works!!