topic Re: can't add device in Arlo Pro

can't add device

Roman01 — Fri, 05 May 2017 05:23:07 GMT

Hello dear forum

I have problem.

Yesterday my son deleted device from app arlo, and when i try add my arlo pro again it showing error.

Any one can help resolve this problem ?

Thanks

Re: can't add device

TomMac — Fri, 05 May 2017 11:51:11 GMT

try this , it worked for someone else;

Re: Add New Device Access Denied

‎2017-05-05 01:48 AM

I just reached out to support. Unplug the base station and wait no less than one minute. Plug back in and wait until base has fully powered on and connected to cameras and internet. Then simply press the sync button on the base station to begin sync mode and press sync button on camera. After lights on camera go off, reopen Arlo app and camera should be there. It worked for me at least. I also provided support with a link to this thread.

Re: can't add device

Roman01 — Fri, 05 May 2017 16:22:03 GMT

still can't add device

Re: can't add device

TomMac — Fri, 05 May 2017 16:23:39 GMT

Contact Netgear Support ( bottom of screen )

Re: can't add device

JamesC — Mon, 08 May 2017 17:40:01 GMT

The engineering team has identified the cause and resolved this issue. You should now be able to successfully add cameras when clicking the "Add Device" button within your Arlo account.

JamesC

Re: can't add device

Shandyc — Wed, 28 Jun 2017 02:43:06 GMT

Similar problem here- I deleted device by accident and now it will not come back online. An hour on the phone with support and still offline.
Be careful not to delete by accident!!!

Re: can't add device

jguerdat — Wed, 28 Jun 2017 11:52:43 GMT

Tell us in detail what you've tried andf what the results were, including error messages and LED indications on both the base and camera.

Re: can't add device

Shandyc — Wed, 28 Jun 2017 13:30:59 GMT

I've tried resetting the base; tried unplugging the base to reset it; tried uninstalling the app on my iphone; spent an hour on the phone with support - they cannot see it as online. When I restart the device, I wait for two green lights on the base and then go to the app and click add device; the cameras (2) will both flash blue and then the fast blue and look like they are on- I get all green lights on the base but my iphone app will just go back to saying "Add Device" like nothing is connected.

Re: can't add device

Shandyc — Wed, 28 Jun 2017 13:32:36 GMT

Customer Support has escalated the issue and someone is supposed to call me back today but it is so frustrating! I had it all set up and working perfectly and while I was tweaking the settings I accidentally removed the darn device and now nothing!

Re: can't add device

jguerdat — Wed, 28 Jun 2017 18:04:55 GMT

A reset is performed by holding the reset button until the LEDs flash amber. A power cycle is performed by unplugging or using the power switch. At this point I'd suggest doing the reset and removing all devices in Settings, My Devices. Use the Add Device button in the Devices tab to add the base and sync the cameras. Be sure to only briefly press the base sync button.

Re: can't add device

Shandyc — Wed, 28 Jun 2017 18:11:22 GMT

Did all that but once I add the 2nd camera and click on finish- I just start back at the add device screen... no cameras show up.

Re: can't add device

JamesC — Fri, 30 Jun 2017 17:19:00 GMT

Shandyc,

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC

Re: can't add device

Shandyc — Fri, 30 Jun 2017 19:48:23 GMT

FIXED! Support was able to help me get it back online. Instead of choosing Arlo Wireless after clicking add device, we just chose base station and it added back, cameras were already connected to the base.

Thank you!!