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

Arlo Pro 4 will not connect at setup

ssmccray — Tue, 05 Apr 2022 01:39:43 GMT

Pro 4 will not connect to existing system with three other cameras and a Smart Hub. I am unable to find a place on the website to call anyone for assistance. I see the blue light and can hear the chime on the QR code both on the web browser and in the mobile app.

Re: Arlo Pro 4 will not connect at setup

StephenB — Tue, 05 Apr 2022 11:33:34 GMT

@ssmccray wrote:

Pro 4 will not connect to existing system with three other cameras and a Smart Hub. ... I see the blue light and can hear the chime on the QR code both on the web browser and in the mobile app.

That suggests you are trying to onboard it to your home wifi (not add it to the base).

@ssmccray wrote:

I am unable to find a place on the website to call anyone for assistance.

It's not there by design. You need to use the support options in the app. If you have a subscription, you can select a camera that is in the subscription plan, and you should see a phone option in the app.

There is a support option in my.arlo.com also, but it isn't working properly at the moment.

Re: Arlo Pro 4 will not connect at setup

ssmccray — Thu, 07 Apr 2022 01:36:44 GMT

When I install it is looking for an upgraded Smart Hub. I do not see a place on the website to purchase a new Smart Hub that can handle 4 cameras. The Arlo Pro 4 advertises that it "connects directly to wi-fi." Why is a Smart Hub needed?

Re: Arlo Pro 4 will not connect at setup

StephenB — Thu, 07 Apr 2022 11:48:48 GMT

@ssmccray wrote:

Why is a Smart Hub needed?

It isn't. Though it does have some features that are helpful - local recording in particular.

You should be seeing a choice in the install to either connect to a smart hub, or connect to your local wifi. Are you selecting the Pro 4 when "add device"?

@ssmccray wrote:

I do not see a place on the website to purchase a new Smart Hub that can handle 4 cameras.

All smart hubs can handle 4 cameras (or more).

@ssmccray wrote:

When I install it is looking for an upgraded Smart Hub.

Can you double-check the model of your base/smart hub? It should be on a label on the base (VMBxxxx).

Maybe also post a screenshot of the screen where it is looking for an upgraded smart hub.