topic Re: Pro cameras in Arlo Pro

Can't onboard Pro cameras after base reset

Jdpeters404 — Thu, 16 Jun 2022 16:21:25 GMT

I recently did an iOS update and my Arlo access stopped. I had to reset my Smarthub and all of my cameras, but 2 cameras still will not connect after 3 days of trying.

Re: Pro cameras

ShayneS — Thu, 16 Jun 2022 16:21:44 GMT

Hi,

Are you still experiencing this issue with onboarding your devices?

Re: Pro cameras

Jdpeters404 — Thu, 16 Jun 2022 23:06:16 GMT

Yes I am definitely still having issues reconnecting to my cameras.

Re: Pro cameras

ShayneS — Thu, 16 Jun 2022 23:38:48 GMT

Have you tried factory resetting the cameras by "Press and hold the sync button on the the camera for about 15 seconds, until the camera LED begins blinking amber, then let go."

Can you try onboarding again via the web portal and arlo app again.

Re: Pro cameras

Jdpeters404 — Fri, 17 Jun 2022 00:21:26 GMT

Yes, I have tried resetting both cameras and no new results.

Re: Pro cameras

Jdpeters404 — Fri, 17 Jun 2022 00:23:26 GMT

It’s been frustrating not being able to get any customers service help for Arlo products.

Re: Pro cameras

ShayneS — Fri, 17 Jun 2022 16:03:38 GMT

Have you tried the web portal and mobile app?

Re: Pro cameras

Jdpeters404 — Fri, 17 Jun 2022 22:05:32 GMT

I only use the mobile app to setup. I never heard of a web version. The blue lights on the cameras are blinking and the SmartHub lights are on and the light over camera blinks fast, but they never sync. I retried the steps indicated on the app numerous times for several hours over 4 days.

Re: Pro cameras

ShayneS — Fri, 17 Jun 2022 23:27:30 GMT

Can you try onboarding the cameras on https://my.arlo.com/#/login

You will need to sign in and then Under Devices > Scroll down to Add device > make sure to select the appropriate device for your camera.

Re: Pro cameras

dcortez — Sun, 31 Jul 2022 02:46:44 GMT

I am having the same problem and have tried everything on the support service.

I have arlo pro 2 camera and base station. They have worked for years without a problem. 3 days ago all stopped working. All I see on my app is the old library of videos, no devices.

As suggested, I did a factor reset with the base station. That seemed to work. two green lights on left. So on and internet connected. The base hub is recognized. I hit the sync on the top of the hub and it is recognized. So my app shows my hub as a connected device.

Now I try to connect my Arlo 2 camera. Hit sync, get flashing blue and wait for minutes. It times out and the right light on the hub is not on. Camera not recognized.

Next I hold the camera sync button form 15 seconds to factor reset the camera. Tried to install the camera .. same story. I seem to be out of options. I need to get this fixed. I have a second location 100 mi away and it has the same set up and same problem. Is there phone support available .. even if I pay for it.?

Re: Pro cameras

ShayneS — Wed, 03 Aug 2022 16:37:50 GMT

Have you tried to onboard the cameras via the web portal?

Re: Pro cameras

dcortez — Sat, 06 Aug 2022 22:02:29 GMT

Not sure how, but was able to onboard my Arlo Essential Spotlight.

But now the spotlight will not come on when motion is detected. Day or Night.

Under video,spotlight is on, night vision is on.

Tried everything but nothing works.

Re: Pro cameras

StephenB — Sun, 07 Aug 2022 10:45:10 GMT

@dcortez wrote:

Not sure how, but was able to onboard my Arlo Essential Spotlight.

But now the spotlight will not come on when motion is detected. Day or Night.

Under video,spotlight is on, night vision is on.

Tried everything but nothing works.

Is the camera recording?