topic Re: Pro 5S cannot be detected by wifi in Arlo Pro 5S 2K

Pro 5S cannot be detected by wifi

Kllee — Mon, 11 Sep 2023 12:16:36 GMT

Hi,

I’m from Singapore and I got the cameras for office security. I’m having problems with not being able to add the camera after I tried the Helpdesk suggestion of removing the device after it’d stayed offline are the firmware upgrade. And I’m concerned because it seems like StarHub and Arlo just cannot connect. The last I saw of any discussions was back in 2020. Any updates since?

Re: Pro 5S cannot be detected by wifi

JamesC — Mon, 11 Sep 2023 17:20:09 GMT

Kllee,

From your description it sounds like you were successfully able to sync the camera at first, but you've removed the camera to troubleshoot an offline issue? If you've removed the cameras from your account, you must factory reset before attempting to add them back.

Follow the instructions here and then attempt to sync the cameras to your account again: https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

Note: Be sure the cameras are fully charged before factory resetting

JamesC

Re: Pro 5S cannot be detected by wifi

Kllee — Mon, 11 Sep 2023 23:42:43 GMT

Hi James, I’ve done that ENDLESS number of times. Your LiveChat team had exhausted all the possibilities and concluded it was faulty. I had it changed but it was the exact same problem. Coincidentally, I’d read about the many posts from Singaporeans who are on the ISP, StarHub, whose units bricked after updating their firmware, which describes my situation exactly.

Re: Pro 5S cannot be detected by wifi

JamesC — Thu, 14 Sep 2023 16:10:43 GMT

Kllee,

After completing the factory reset, what happens when you attempt to onboard the camera?

JamesC

Re: Pro 5S cannot be detected by wifi

Kllee — Fri, 15 Sep 2023 00:36:49 GMT

It just keeps searching in vain for the cameras

Re: Pro 5S cannot be detected by wifi

WilsonLai — Fri, 15 Sep 2023 02:46:58 GMT

I am from Hong Kong and I encountered the same problem. No fix at all yet.

Pro 5S cannot be detected by WiFi

WilsonLai — Fri, 15 Sep 2023 02:53:32 GMT

I am from Hong Kong and i followed the app instruction to update the firmware. Afterwards, it failed to connect to the Wifi router. I tried to remove and add back the camera for troubleshooting, and then the Pro5s cannot be detected by WiFi. I have tried more than 20 times to reset and add, and problem still persist. Any solution?

Re: Pro 5S cannot be detected by WiFi

StephenB — Fri, 15 Sep 2023 14:03:27 GMT

@WilsonLai wrote:

the Pro5s cannot be detected by WiFi.

Double-check that

the WiFi is set to WPA2 (AES) security
there are no special characters or spaces in the wifi network name or password
that the phone is connected to the same wifi network

Also, try using a PC (my.arlo.com) to onboard. That sometimes works when the app fails.

Re: Pro 5S cannot be detected by wifi

JamesC — Sat, 16 Sep 2023 00:08:37 GMT

We've received reports that some users in Hong Kong and Singapore are experiencing this issue. We will be reaching out to you via email with further instructions and status updates regarding this concern.

Thank you,

JamesC