topic Re: Camera disappeared from app and cannot reinstall in Arlo Q

Camera disappeared from app and cannot reinstall

bcrc — Sun, 09 Oct 2022 00:47:34 GMT

Hello. Our Arlo Q disappeared from our app overnight. We activated the camera on Friday night, it was working fine. When my husband went to deactivate it on Saturday morning the camera had disappeared from the app. I tried to reinstall the camera but I cannot. The app cannot find the camera. I reset the camera and also uninstalled the app and reinstalled it but it still will not install. I see that an app update has happened recently so wonder if the problem could be something to do with that.

Can anyone help me with this problem please.

Thank you

Re: Camera disappeared from app and cannot reinstall

Dannybear — Sun, 09 Oct 2022 02:38:14 GMT

What arlo app version do you have, look in settings page then look in the about section.

Could also be a buggy firmware release.

https://community.arlo.com/t5/Firmware-Release-Notes/Arlo-Q-Q-VMC3040-1-12-1-1-59-a69a8ff-b3d4763-6th-October-2021/td-p/1881044

Re: Camera disappeared from app and cannot reinstall

bcrc — Sun, 09 Oct 2022 02:42:39 GMT

Hi, thank you for replying. The app version is: 3.7.1 (3440)

Re: Camera disappeared from app and cannot reinstall

Dannybear — Sun, 09 Oct 2022 02:47:03 GMT

I don’t have a Q to compare but does the camera show up if you use the arlo web portal, my.arlo.com, if not can you try re-adding it while you’re logged into it.

Re: Camera disappeared from app and cannot reinstall

bcrc — Sun, 09 Oct 2022 02:54:12 GMT

Thank you. No the camera has vanished and I cannot reinstall it, I get as far as the app looking for the camera. At that point it tells me it cannot find the camera. I have reset the camera a number of times now. I am putting in the correct network details. I have also tried using another network connection and it would not work on that network either.

Re: Camera disappeared from app and cannot reinstall

Dannybear — Sun, 09 Oct 2022 07:39:12 GMT

It could be something to do with the local wifi router modem, have you tried power cycling?

I recall reading a post where the ISP altered the wifi band selection on the router and so disabled the 2.4ghz wifi, check using the mobile phone that it’s connected to the wifi 2.4ghz network.

Re: Camera disappeared from app and cannot reinstall

bcrc — Sun, 09 Oct 2022 19:40:49 GMT

Thank you, great idea to try my phone but sadly that did not work either. As a process of elimination I am going to try a different brand of camera today. Thanks for all your help. Bev

Re: Camera disappeared from app and cannot reinstall

bcrc — Sun, 09 Oct 2022 22:56:58 GMT

I went up town and bought a different brand of camera and it installed straight away. So I am not sure what the problem is between my Arlo and the modem. I will see if I can get out network provider to reset the modem and configure it. Thank you for all your help.

Re: Camera disappeared from app and cannot reinstall

Dannybear — Sun, 09 Oct 2022 23:20:23 GMT

If you have another brand system working then it points to an arlo issue.

Might be best to pack it up and wait a month or so before trying it again.

Re: Camera disappeared from app and cannot reinstall

bcrc — Sun, 09 Oct 2022 23:23:44 GMT

Thanks, yes that is what I plan to do.

Re: Camera disappeared from app and cannot reinstall

ShayneS — Tue, 11 Oct 2022 16:53:34 GMT

Hey bcrc

Are you still having this issue with your Q camera?

Re: Camera disappeared from app and cannot reinstall

bcrc — Tue, 11 Oct 2022 17:06:45 GMT

Hi, yes but I have stopped investigating as had come to a dead end. I have bought a new camera which is working fine. Thanks

Re: Camera disappeared from app and cannot reinstall

ShayneS — Tue, 11 Oct 2022 17:12:58 GMT

I would be happy to help you figure this out if you like.

Re: Camera disappeared from app and cannot reinstall

bcrc — Tue, 11 Oct 2022 17:18:43 GMT

Thanks, I will leave it for now, it was taking up too much time, I may come back to it at a later stage.

Re: Camera disappeared from app and cannot reinstall

ShayneS — Tue, 11 Oct 2022 17:25:53 GMT

Let me know when you are ready : )

Re: Camera disappeared from app and cannot reinstall

Crfdad34 — Thu, 20 Oct 2022 15:19:16 GMT

I am having the same problems that was listed by the previous user. I would like help with mine.

Re: Camera disappeared from app and cannot reinstall

Crfdad34 — Fri, 21 Oct 2022 03:57:30 GMT

I am having the same problems that was listed by the previous user. I would like help with mine.

Re: Camera disappeared from app and cannot reinstall

ShayneS — Fri, 21 Oct 2022 21:41:23 GMT

May I ask which troubleshooting steps you have performed so far? I don't want to suggest anything you have previously performed.

Re: Camera disappeared from app and cannot reinstall

Crfdad34 — Fri, 21 Oct 2022 23:21:17 GMT

Not to sound melodramatic but I have tried EVERYTHING 😆. Tried resetting, tried moving closer to router, tried QR code, tried allowing it to “find” my arlo, tried resetting again, tried finding with QR code numerous times. Tried deleting app. Up for all your ideas.

Re: Camera disappeared from app and cannot reinstall

StephenB — Sat, 22 Oct 2022 10:49:48 GMT

@Crfdad34 wrote:

Not to sound melodramatic but I have tried EVERYTHING 😆. Tried resetting, tried moving closer to router, tried QR code, tried allowing it to “find” my arlo, tried resetting again, tried finding with QR code numerous times. Tried deleting app. Up for all your ideas.

Have you also tried onboard with a PC (browsing to my.arlo.com)?