topic Re: Cannot install Smarthub in Arlo Pro 3

Cannot install Smarthub

Henka — Fri, 05 Jun 2020 19:17:26 GMT

Just bought tha Arlo Pro 3. Downloaded the app, trying to install/setup the smarthub. Light is blue, but the app cannot find the smarthub...

Re: Cannot install Smarthub

Henka — Sat, 06 Jun 2020 10:56:24 GMT

The light is firm blue for a whole, then it starts to flash amber.

Re: Cannot install Smarthub

jguerdat — Sat, 06 Jun 2020 14:06:57 GMT

Use the reset button on the hub. Hold it until the LED flashes amber and let it reboot. CHeck the LED behavior to see if it changes. You may need to reboot your router and hub, in that order.

Re: Cannot install Smarthub

Henka — Sat, 06 Jun 2020 20:45:12 GMT

Thanks for the tips! I still don’t get it to work. I have internet from the ethernet cable. When trying to install, the smarthub starts off with firm amber light, the goes blue for a while and then flashing amber...

Re: Cannot install Smarthub

jguerdat — Sun, 07 Jun 2020 15:22:13 GMT

Not sure what's happening but I'd suggest swapping at the store. If you want, use the Contact Support link at the bottom here to see if they can help.

Re: Cannot install Smarthub

Henka — Sun, 07 Jun 2020 18:24:22 GMT

I went back to the store and there it worked just fine. At home, I tried connecting the Smarthub directly to the router, bit it doesn’t work. If I connect a laptop the same way, I have perfect connection.

Re: Cannot install Smarthub

JamesC — Mon, 08 Jun 2020 17:07:14 GMT

Henka,

When you say you went back to the store and there it work just fine, do you mean you tested it there and didn't experience the issue? If so, this would indicate something on your network is blocking connectivity between the SmartHub and the Arlo cloud.

JamesC

Re: Cannot install Smarthub

n1976jmk — Mon, 08 Jun 2020 17:57:09 GMT

Hi Henka, who is your home ISP?

Re: Cannot install Smarthub

Henka — Mon, 08 Jun 2020 21:31:17 GMT

Bahnhof (Swedish).

Re: Cannot install Smarthub

Henka — Mon, 08 Jun 2020 21:34:50 GMT

Agree, but I have no idea how to solve it. Everything else work just fine...

Re: Cannot install Smarthub

n1976jmk — Mon, 08 Jun 2020 22:04:04 GMT

Hi Henkel, since you were able to prove it worked in the store than that confirms the issue is with your home network.

I’d recommend factory resetting your router. That will ensure any the settings that may have been changed that are causing your issues are back to factory setting. It is not much work to perform that step.

Re: Cannot install Smarthub

jjongkp — Tue, 09 Jun 2020 15:19:23 GMT

We had the same problem in Singapore with Starhub (ISP). I only just managed to get it working with the latest firmware update 1.16.2.1.

I'd suggest getting the store to connect and add your hub and waiting for a firmware update if it isn't already updated.

Re: Cannot install Smarthub

Henka — Tue, 09 Jun 2020 19:44:34 GMT

Thanks! So if I have the hub and cameras installed elsewhere, I can use them st home using my wifi?

Re: Cannot install Smarthub

Henka — Tue, 09 Jun 2020 19:46:32 GMT

Thanks! When doing a factory reset, do I need to do somerhing afterwards to get the router up and running? (settings, passwords etc)

Re: Cannot install Smarthub

n1976jmk — Tue, 09 Jun 2020 20:14:59 GMT

Somewhere on the router is a small sticker with its webpage to log into and it will show the user name and password as well to help get you back up after the reset.

Re: Cannot install Smarthub

Henka — Sun, 14 Jun 2020 15:02:21 GMT

Thanks all! I got it to work by putting the ethernet cable into the router and adding the cameras manually. Again, thanks!