topic Arlo Q wont connect despite Router showing it connected in Arlo Q Plus

Arlo Q wont connect despite Router showing it connected

Jibeker — Fri, 28 Sep 2018 22:01:43 GMT

So, I have had my Arlo Q now for one year and three days. Awesome. Yesterday, it stopped working. I got three notifications that it detected movement, but I opened the app and it did not show that the videos were saved. Then live video wouldnt load so I remotely reset the camera, except at this point it never turned back on. The base station couldnt detect it, so I removed the device and attempted to add it again.

However, now it just won't connect. It always gets to the "Discovering your device... Please wait" screen and never gets beyond that. The LED indicator never stoped flashing blue.

I have restarted the Q. I've unplugged it and plugged it back in. I've restarted the base station. I've restarted the router. I have factory reset the Q. I have attempted to connect the Q to a guest wifi network. Nothing works.

But most curiously, the router shows that the Arlo Q is connected to it. The Arlo Q just doesn't seem to know that. This makes me think it's a hardware issue, which is just great because I am three days out of the warranty period. Anyone have any ideas?

Re: Arlo Q wont connect despite Router showing it connected

jguerdat — Sat, 29 Sep 2018 13:11:43 GMT

I've found that my Q seems to be not connected until I log out of the app/browser and log in again and there it is. Have you tried that?

Re: Arlo Q wont connect despite Router showing it connected

Jibeker — Sat, 29 Sep 2018 14:22:31 GMT

Yes, I have. Both on the web browser and the phone. I do that each time I try to reconnect the camera.

Re: Arlo Q wont connect despite Router showing it connected

jguerdat — Sat, 29 Sep 2018 19:18:51 GMT

I'd still open a case with support to see if they can suggest anything else. Maybe no replacement but they have access to logs that may be useful.

Re: Arlo Q wont connect despite Router showing it connected

Jibeker — Wed, 10 Oct 2018 14:23:39 GMT

Turns out, I have an Arlo Q Plus.. not an Arlo Q, and that distinction is very important when trying to connect the camera to your Arlo account. Such a simple solution, too.