topic Arlo Ultra 4 Camer set in Arlo Smart

Cannot make an inactive camera active - says "doesn't support addition of another device"

pmc086 — Mon, 16 Dec 2019 02:03:54 GMT

I have a premier subsription supporting 12 cameras. I have 2 cameras. One is active, and one is deactivated as I hadn't installed it yet. I'm ready to activate it but when I try and move the camera from inactive to active in the app on my phone or in the web application, I get the below error:

"Your account does not support the addition of another device. Now's a great time to upgrade your account. Or you can remove one of your other devices"

Has anyone got a fix for this before I have to phone support? Pretty annoying bug...

Re: Cannot make an inactive camera active - says "doesn't support addition of another device&qu

pmc086 — Mon, 16 Dec 2019 05:19:00 GMT

Edit: Has Arlo gone and changed plans before they expired? I definitely had two cameras active on this plan previously and believed I had up to 5 based on the marketing material when I bought the cameras (in October 2019). Now I can't have more than one (which is pretty useless when you're giving these subscriptions as part of 2 or 3 camera packs)?

Re: Cannot make an inactive camera active - says "doesn't support addition of another device&qu

ShayneS — Wed, 18 Dec 2019 18:20:12 GMT

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

Arlo Ultra 4 Camer set

DaveDe — Thu, 19 Dec 2019 13:29:39 GMT

"Your account does not support the addition of another device. Now's a great time to upgrade your account. Or you can remove one of your other devices"

Re: Arlo Ultra 4 Camer set

jguerdat — Thu, 19 Dec 2019 14:42:09 GMT

Not sure why you're getting that message but I'd just remove and resync the camera.

Re: Arlo Ultra 4 Camer set

DaveDe — Thu, 19 Dec 2019 19:24:08 GMT

Thanks so much, it works

0 cameras participating

Klieser — Fri, 10 Jan 2020 01:57:32 GMT

I am paying $29.99 for arlo smart subscription plan which says I have 0 of 3 cameras participating. When I click manage cameras to add my 3 cameras it doesn't work. I click it and absolutely nothing happens. So I'm paying $30 for nothing? How can I add my cameras if it's not working on both the app and the website?

Re: 0 cameras participating

SAM21 — Fri, 10 Jan 2020 20:48:02 GMT

Having the issues. Contacted Arlo support via web chat and they were unable to fix my problems. Suggested that I cancel my current plan and request a new plan subscription. I did not do that because it would put me under the new plan that only allows 5 cameras and not the 10 cameras plan I am currently paying for that doesn’t end until May 2020.

Re: 0 cameras participating

ArloWatcher — Mon, 13 Jan 2020 23:48:24 GMT

I'm also experiencing this problem. My problem started with me adding a smart hub to my system which was a base station. Now 2 of my Arlo Pro cameras are giving me this message when I try to get them to work with the base station. It shows only 5 of 7 cameras are connected so I still have 2 cameras left. The Smart Hub only has one Ultra camera connected. Couldn't get any of the Pro cameras to work with it, because I was getting the same error message.

Already just got back from Best Buy returning my Arlo Pro 3 camera for other problems. Come on Arlo, get your act together

Option for 7 cameras with Basic now?

ArloWatcher — Wed, 15 Jan 2020 03:14:07 GMT

I'm so confused sometimes when it comes to Arlo.

What is this screen shot below trying to tell me?
Can I have 7 cameras with my old basic plan?
The "Arlo Front Doorbell" is still on it's 3 month trail software but I don't see that here
The "Front of the House" Ultra camera is on an Elite single camera plan but that doesn't show up here.
When I try to drop either of the inactive cameras "Patio" or "Cedar Tree" into the "Drop here to activate (2 cameras available)" I get the "Your account does not support the addition of another device. Now's a great time to upgrade your account. Or you can remove one of your other devices" message below.
Help Arlo. What software changes did you make.
I had my 5 Arlo PRO cameras working, plus my Doorbell, plus a PRO 3 camera just last Saturday

Re: Cannot make an inactive camera active - says "doesn't support addition of another device&am

ArloWatcher — Wed, 15 Jan 2020 15:09:24 GMT

Can we get an update on this? It's been almost a month without a word.

Re: Cannot make an inactive camera active - says "doesn't support addition of another device&am

ArloWatcher — Thu, 16 Jan 2020 20:45:46 GMT

@ShayneS Can we get an update on this?

Re: Cannot make an inactive camera active - says "doesn't support addition of another device&am

ShayneS — Thu, 16 Jan 2020 21:19:57 GMT

@ArloWatcher

The issue is being worked on & I will have an update for the community soon. Thank you for your patience.

Re: Cannot make an inactive camera active - says "doesn't support addition of another device&am

dmatt56 — Fri, 17 Jan 2020 04:42:44 GMT

Will customers be given a free month of service while your developers troubleshoot the issue?

Re: Cannot make an inactive camera active - says "doesn't support addition of another device&am

ShayneS — Fri, 17 Jan 2020 18:11:13 GMT

Hi @ArloWatcher

I am working with the team to resolve this issue. If possible, can you remove the basestation from your account > Perform a hard reset > Claim the Base Station > Re-add cameras > Test Active cameras again

Re: Cannot make an inactive camera active - says "doesn't support addition of another device&am

ArloWatcher — Sat, 18 Jan 2020 00:54:09 GMT

@ShayneS

I tried a bunch of things, but this worked

Canceled Smart Plans
Removed all Cameras
Added 5 Pro cameras to smart hub
Added video doorbell to smart hub
Added Ultra Camera to smart hub

I now have 7 functioning cameras. Video doorbell is on a 3 month smart trail. Next I want to add a smart plan so my Ultra camera can record to the cloud. Add smart plan. Back to the beginning. I can only have 5 cameras again.