topic Re: Wifi reconnection issue in Arlo Q Plus

Wifi reconnection issue

Forko — Wed, 26 Jul 2017 19:34:53 GMT

Hi guys, i have an issue with my Arlo Q Plus. If the router restarts or internet connection is down for a while, my camera is not connecting automatically to the router (wifi connection). I have to reboot it manually (power off / power on).

I have other cameras from ubiquity and dlink on the same wifi, and they re-connect properly. Any help?

Thanks!

Re: Wifi reconnection issue

Cyrenafairie — Thu, 27 Jul 2017 18:56:33 GMT

I'm having same problem. Cannot find My Device (Arlo Q Plus camera) after I change my router. Pressed 'Reset' hole in camera, deleted the device in Arlo App in my iPhone. - tried all that and still cannot sync the camera. Pls help !!!!

Re: Wifi reconnection issue

JamesC — Fri, 28 Jul 2017 17:52:38 GMT

Cyrenafairie,

What error message are you seeing when trying to setup your camera? Are you trying to add it to a different account or the same account that it had been on previously?

JamesC

Re: Wifi reconnection issue

Cyrenafairie — Sat, 29 Jul 2017 03:55:10 GMT

I'm using my same account. I have a new router (after upgraded my hone broadband speed). I followed through the setup until the final part when it failed to find the device, then Arlo Q plus camera give the "failed" sound. I am at my wits end. I changed password to make sure all alphabets and no special characters.

Re: Wifi reconnection issue

jguerdat — Sat, 29 Jul 2017 13:13:04 GMT

Is the SSID also bland? If not, change it, too, temporarily or use the router's guest WiFi to set the camera up and update firmware. Then switch it to the desired settings and change the camera network connection to that.

Re: Wifi reconnection issue

Cyrenafairie — Sat, 29 Jul 2017 14:01:39 GMT

Yes I have already changed SSID to all alpha numeric with no special character. What else could I do or check next?

Re: Wifi reconnection issue

jguerdat — Sat, 29 Jul 2017 17:28:15 GMT

When you used the reset button, did you hold it until the LED flashed amber? If not try again.

Have you tried both 2.4 and 5 GHz channels? Which one are you try to use now?

You could also take the camera to a friend's house and try there. If successful, let the camera update firmware, if available, and take it home. Use Settings, My Devices, your camera, WiFi Network (or whatever it is) to use your WiFi.

If all fails, swap at the store or open a case with support using the Contact Support link at the bottom here.

Re: Wifi reconnection issue

Cyrenafairie — Sun, 30 Jul 2017 00:12:09 GMT

Thanks, Jguerdat.
Yes, I pressed "Reset" till LED flashed amber blink and heard click sound.
I tried connecting to both 2.4ghz and wifi 5ghz. Both failed.

Yes I could try connecting my camera at fren's place. How do we update firmware?

I bought my Arlo Q plus at Challenger store. Can I swop the camera there or is there a Netgear(Arlo) support office in Singapore?

Re: Wifi reconnection issue

jguerdat — Sun, 30 Jul 2017 00:53:28 GMT

Updating firmware should be automatic. First the camera has to be synced.

It's up to the store's return policy for being able to return the camera for a new one. Otherwise you'll need to contact support for further help.

Re: Wifi reconnection issue

Cyrenafairie — Sun, 30 Jul 2017 06:49:55 GMT

Hi jguerdat
Good news! I finally found the solution. My Arlo Q plus are working perfect now. The trick is to press "Reset" hole, use my old SSID (router name). I have checked the problem is not the firmware because it is already the latest version.

Re: Wifi reconnection issue

Forko — Thu, 03 Aug 2017 09:18:18 GMT

Total off-topic. I post this not because changing the router. The router is same - simply when is restarted (the router) or internet connection is dow for a while, the camera cannot connect againto the same router and the same wifi netwrok.

Re: Wifi reconnection issue

jguerdat — Thu, 03 Aug 2017 10:23:08 GMT

I've restarted my router many times with the Q reconnecting just fine. Lengthy periods of time may be an issue - I haven't tried that.