topic Re: Can’t Update because of the Chime in Arlo Pro 5S 2K

Can’t Update because of the Chime

The_Unknown — Fri, 05 Apr 2024 20:03:03 GMT

Hi,

I need to add a new camera to my Arlo app but It says I need to update my app. When trying to do this it says my chime is not supported with the new update so I can’t update the app.

Is there a known fix for this or do we just have to wait? I can see from other posts that this has been going on since last year.

Thanks

Re: Can’t Update because of the Chime

BrookeN — Mon, 08 Apr 2024 17:23:13 GMT

Can you send me a screenshot of the error? Both the Chimes work with the new user interface.

Re: Can’t Update because of the Chime

Njjamie — Sat, 13 Apr 2024 16:16:31 GMT

I have the same error. The system has chime and pro 4. Need to add another camera and thought I could just add the pro 5s. Is there a work around?

Re: Can’t Update because of the Chime

BrookeN — Mon, 15 Apr 2024 15:13:06 GMT

Can I get a screenshot of the error you are seeing?

Re: Can’t Update because of the Chime

Speedy_81 — Tue, 18 Jun 2024 10:17:44 GMT

Hi,

I get the same warning when I want to install a new doorbell camera.

Chime 2 - Not Currently Supported. See screenshot.

I'm using the android app, version 4.4.5_28674

Re: Can’t Update because of the Chime

BrookeN — Tue, 18 Jun 2024 18:10:37 GMT

We appreciate you providing that information. Can I get what type of device you are trying to add when getting that error message?

Re: Can’t Update because of the Chime

RVR1 — Sat, 07 Sep 2024 13:50:49 GMT

I'm getting this same error message...that my Chime 2 will not be supported if I upgrade to the system that supports a Pro 5s 2k.

Please advise.

Re: Can’t Update because of the Chime

Speedy_81 — Sat, 07 Sep 2024 19:39:43 GMT

I installed video doorbell 2nd gen.

I continued with the update. Chime 2 still works.

Re: Can’t Update because of the Chime

Kathykat — Fri, 31 Jan 2025 04:07:35 GMT

my chime 2 stopped working after I added new 5S pro cameras. I’ve called Support several times go through a bunch of rigmarole to reset and reinstall the chime but it won’t connect and it never gets solved. Very frustrating! Fix-it ARLO!!

Re: Can’t Update because of the Chime

BrookeN — Fri, 31 Jan 2025 15:28:45 GMT

Have you tried to factory reset the Chime and add it back to the account?

https://kb.arlo.com/000061879/How-do-I-factory-reset-my-Arlo-Chime-or-Chime-2

Re: Can’t Update because of the Chime

Kathykat — Fri, 31 Jan 2025 16:33:06 GMT

Yes, I’ve tried factory reset several times. I’ve tried resetting my Orbi router, satellite, and internet. I’ve tried using iPhone, iPad, my PC, and even old iPhone as suggested by others. Nothing helped. I’ve been in several calls with your support staff in India, but they all go through all the same routine and it never gets fixed or escalated up. .

This started when i added new 5s Pro cameras which forced software upgrade and required switch to 2.4gh. On Orbi you can go on guest WiFi which is 2.4 by default btw. They all installed without problem and work fine, as well as my original pro 2 cameras and doorbells. But thats when the problem started and the chime stopped working. I’ve invested a lot of money in Arlo products and this chime issue has been very frustrating. I’ve seen several other people complaining about this so it’s clearly a software interface issue. You guys need to figure out how to fix it. And Orbi owns Arlo right? So you should know how to play in together.

Re: Can’t Update because of the Chime

StephenB — Fri, 31 Jan 2025 18:39:27 GMT

@Kathykat wrote:

This started when i added new 5s Pro cameras which forced software upgrade and required switch to 2.4gh. On Orbi you can go on guest WiFi which is 2.4 by default btw.

FWIW, the Pro 5s is dual band, not 2.4 ghz only. I've always just ignored the "connect to 2.4 ghz wifi on your phone" screen with my own Orbi, and was able to install anyway. So you could try moving the cameras and chime to your main Orbi WiFi. (Note I am not using a Chime 2).

There are some differences between Orbi models. With my current one, there is an ioT network option that is a better choice then the guest one. The reason is that the guest network is isolated from your main network, but the iOT network is not. If you have an isolation option set on your guest network, then try turning that off and see if you get different behavior.

Re: Can’t Update because of the Chime

Kathykat — Fri, 31 Jan 2025 19:30:16 GMT

I’m using a Orbi RBR50v2 with satellites. I don’t know if it has ioT option. I did try installing with 5ghz band as well, but chime2 won’t connect to either. When I installed the 5s pros Arlo Support said to install usung Guest WiFi because that is always 2.4, then you can go back to main after installation. Everything works but the chime2.

Re: Can’t Update because of the Chime

StephenB — Fri, 31 Jan 2025 21:16:29 GMT

@Kathykat wrote:

I’m using a Orbi RBR50v2 with satellites. I don’t know if it has ioT option

It doesn't.