topic Re: Pro 4 will not connect in Arlo Pro 4

Pro 4 will not connect

ATaylor — Fri, 25 Mar 2022 21:48:09 GMT

Having a horrible time getting our cameras to connect!
how do I talk to a human?

Re: Pro 4 will not connect

jguerdat — Sat, 26 Mar 2022 13:39:19 GMT

You'd need to have one camera connected for access to support. Tell us full details about what you have and how you're trying to set it up. Are you connecting to a SmartHub or your router?

Re: Pro 4 will not connect

JamesC — Mon, 28 Mar 2022 17:39:58 GMT

ATaylor,

At what point during setup are you experiencing an issue? Do you see any error messages?

JamesC

Re: Pro 4 will not connect

jennifrog — Tue, 29 Mar 2022 17:53:17 GMT

I am having a similar problem. I have one Pro 4 that has been hooked up for a few months. Bought a 2nd one and am trying to set it up - but the camera is never "discovered" - via app on phone or via web. I get past the QR code/chime, and then if spins for awhile trying to locate the device, and then fails. I'm in the US - is there a customer service number to speak with someone?

Re: Pro 4 will not connect

JamesC — Tue, 29 Mar 2022 18:06:51 GMT

jennifrog,

Is there anything different now than when you set up the original camera? (has your network changed, different mobile device, etc.)

You might consider factory resetting the camera and then trying the onboarding process again: https://kb.arlo.com/000062438/How-do-I-factory-reset-my-Arlo-wire-free-camera

If you would still like to reach out to support, you can find details for doing so within the mobile app under Settings > Support

JamesC

Re: Pro 4 will not connect

synergy914 — Sat, 02 Apr 2022 01:24:06 GMT

Have the same problem and when I connect to customer service, they have someone call back that is not with the company, seems like a scam asking me to pay for another service never mentioned when purchasing cameras. I'm going to return these and buy something else, which I suggest everyone does that has this problem. I have never contacted and not have someone reach out via email to see if the problem was resolved. worst customer service.

Re: Pro 4 will not connect

StephenB — Sat, 02 Apr 2022 10:55:29 GMT

@synergy914 wrote:

Have the same problem and when I connect to customer service, they have someone call back that is not with the company, seems like a scam asking me to pay for another service never mentioned when purchasing cameras.

How did you reach support? There is no way to reach Arlo support other than through the app or my.arlo.com - and that unfortunately requires that a least one camera be onboarded to the account. The mods ( @JamesC , @ShayneS ) can assist you in reaching the real Arlo support if you can't onboard.

It sounds like you googled for support, and then got connected to a scam site. Arlo support won't ask you for a payment. https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

Re: Pro 4 will not connect

synergy914 — Sat, 02 Apr 2022 12:28:59 GMT

I actually was able to connect one (1) camera out the three (3), when the problem occurred, I contacted customer support through he website and was informed they would have someone call be me back Tech support. Thats when the real problems began with scam callers. Doesn't make sense but it happened.

Re: Pro 4 will not connect

StephenB — Sat, 02 Apr 2022 14:21:59 GMT

@synergy914 wrote:

I contacted customer support through he website and was informed they would have someone call be me back

https://www.arlo.com/en-us/support/contact ???

Or some other site?

Re: Pro 4 will not connect

JamesC — Mon, 04 Apr 2022 18:26:15 GMT

synergy914,

I don't see any open support tickets with the Arlo support team associated with your account. To contact support, you must do so through the Arlo mobile app.

When you attempt to connect the other two cameras, what behavior are you experiencing? At what point do you see a problem?

JamesC