topic Re: Arlo Ultra Cameras not connecting in Arlo Ultra

Arlo Ultra Cameras not connecting

Retired_Member — Sat, 13 Apr 2019 21:07:45 GMT

I purchased the Ultra 2 camera set yesterday and have continual issues with setup.

Initial setup seemed to go okay, hub updated it's firmware and is running latest version and 1 camera was detected by the hub. However it then told me a firmware update was pending for the camera so I started that process but nothing really seemed to happen, came back to it after a few minutes and it had stopped updating but still said a firmware update was available. I couldn't use live view at all so thought that I would remove the camera and start the process again. However after starting fresh I cannot get either camera to see the base station (or vice versa, not sure). Have spoken to support and been through the whole manual sync, all other wireless devices off in the house, factory reset of hub and wifi channel change but still no dice. Cameras are right next to the hub during this process.

Last step from support was to change the channel for my wifi and then they were pretty much out of ideas.

Pretty much at a dead end here and feel that the only way forward is to return the hardware. Hopeing that someone has managed to resolve this and can help out

Re: Arlo Ultra Cameras not connecting

jguerdat — Sun, 14 Apr 2019 00:18:48 GMT

Swap the system at the store.

Re: Arlo Ultra Cameras not connecting

JamesC — Mon, 15 Apr 2019 16:20:40 GMT

mysko,

I will reach out to you in a private message to gather more information on this issue.

JamesC

Re: Arlo Ultra Cameras not connecting

Jaymie — Fri, 19 Apr 2019 11:50:11 GMT

How do I sync my camera to vase

Re: Arlo Ultra Cameras not connecting

jguerdat — Fri, 19 Apr 2019 12:18:05 GMT

Put a flower in the vase? 🙂

You use the app to sync the Ultra to the base. However, it has to be an Ultra base - it won't connect to any other base.

Re: Arlo Ultra Cameras not connecting

YianniK — Wed, 24 Apr 2019 16:54:37 GMT

@mysko wrote:
I purchased the Ultra 2 camera set yesterday and have continual issues with setup.

Initial setup seemed to go okay, hub updated it's firmware and is running latest version and 1 camera was detected by the hub. However it then told me a firmware update was pending for the camera so I started that process but nothing really seemed to happen, came back to it after a few minutes and it had stopped updating but still said a firmware update was available. I couldn't use live view at all so thought that I would remove the camera and start the process again. However after starting fresh I cannot get either camera to see the base station (or vice versa, not sure). Have spoken to support and been through the whole manual sync, all other wireless devices off in the house, factory reset of hub and wifi channel change but still no dice. Cameras are right next to the hub during this process.

Last step from support was to change the channel for my wifi and then they were pretty much out of ideas.
Pretty much at a dead end here and feel that the only way forward is to return the hardware. Hopeing that someone has managed to resolve this and can help out

I am having same issues here. They are buggy, these Utra's should never have been released in themarket place... I have paid oiver $1000 AUD for two cameras that I cat even use.. Terrible!!!

I have 5 Ultra Pro's that work a treat. These Ultra's are crap!!

If you have found a solution please let me know.

Regards,

John .

Re: Arlo Ultra Cameras not connecting

JamesC — Wed, 24 Apr 2019 18:20:24 GMT

YianniK,

I've received your private message regarding this issue. I will follow up on your open support ticket and provide you with an update when I have more information.

JamesC

Re: Arlo Ultra Cameras not connecting

Jron — Wed, 24 Apr 2019 19:17:23 GMT

I have the same problem. Bought the ultra with 4 cameras. One camera cannot be detected after removing the device and trying to add it again. Kindly share the solution please.

Re: Arlo Ultra Cameras not connecting

JamesC — Wed, 24 Apr 2019 23:00:32 GMT

Jron,

What behavior were you experiencing that caused you to remove the camera? What are you seeing when you attempt to sync?

JamesC

Re: Arlo Ultra Cameras not connecting

Jron — Thu, 25 Apr 2019 02:36:59 GMT

There was an error that appeard on the apps for the 4th camera, unfortunately I forgot the actual words written on it but there's a link. Anyway, nothing happen even when I press the link so I decided to remove the device hoping It will restart if I add it back. I also tried to sync them manually and I notice that when I press the camera sync, it blinks red and blink blue once and that's it, no rapid blinking for the camera.

Re: Arlo Ultra Cameras not connecting

JamesC — Thu, 25 Apr 2019 16:03:46 GMT

Jron,

Try resetting the camera (press and hold the sync button for 10+ seconds until the camera "clicks" and reboots). Restart your SmartHub and then try the sync process again. Do you see any difference in behavior?

JamesC

Re: Arlo Ultra Cameras not connecting

moking — Thu, 25 Apr 2019 21:40:17 GMT

I bought the arlo ultra plus two camera set, and the base and the one camera that I set up worked fine for one month. The library stopped saving videos on 4/20. Now, the base is blue reflecting it is connected to the internet, but it is not taping anything, my cellphone says the base is not connected to the internet, and the cameras will not sync with the base. I tried reconnecting the power to the base, rebooting my base, syncing the cameras with the base, deleted the device from my cell phone app and reinstalled. It looks like the base is looking for a firmware update, but the update is failing. Nothing is working. I need to have this camera working as soon as possible. What is the fix? I tried calling support and they were blaming my internet modem which is BS because my work laptop is also connected to the internet modem with an ethernet cable, and I have not had any issues working an 8 hour day. Can anyone help?

Thank you.

Re: Arlo Ultra Cameras not connecting

JamesC — Thu, 25 Apr 2019 22:00:09 GMT

moking,

It sounds like you've removed the cameras from the account. If that is the case, try accessing your account using the web client and click "add device' select Ultra and follow the on screen instructions to resync. What do you experience when doing this?

JamesC

Re: Arlo Ultra Cameras not connecting

Jron — Fri, 26 Apr 2019 02:38:13 GMT

Hi James,

After rbooting the camera, resetting the hub and syncing...still discovery failed. Your device cannot be discovered. The camera during the sync blinks red and not blue. I also notice that the battery drains faster than the other batteries (I interchange the batteries to check for the battery level). Should we just return them, it will be 15 days after purchase soon. I like the 3 cameras though.

Thank you.

Jron

Re: Arlo Ultra Cameras not connecting

YianniK — Fri, 26 Apr 2019 03:40:34 GMT

@Jron wrote:

Hi James,

After rbooting the camera, resetting the hub and syncing...still discovery failed. Your device cannot be discovered. The camera during the sync blinks red and not blue. I also notice that the battery drains faster than the other batteries (I interchange the batteries to check for the battery level). Should we just return them, it will be 15 days after purchase soon. I like the 3 cameras though.

Thank you.

Jron

'm having the same issues, battery drain on the on that can not sync.

Re: Arlo Ultra Cameras not connecting

AnthonyNZ — Fri, 26 Apr 2019 07:18:13 GMT

I had this issue. I returned the first Smart Hub and 3 Cameras to the store. When i got the next lot i had the same issues.

Turns out that the devices were lying about their inital battery level and actually where exteremly flat.

I let them all charge and they connected no issues.

Re: Arlo Ultra Cameras not connecting

moking — Fri, 26 Apr 2019 19:17:56 GMT

I was able to connect my base and the two cameras by using my laptop instead of the cell phone app. Everything is working as it should. The base and the cameras had to be removed and then reinstalled using my laptop. Just an fyi to anyone else out there - try using a laptop on the same wifi router to connect instead of the cell phone app.

Re: Arlo Ultra Cameras not connecting

YianniK — Tue, 30 Apr 2019 11:43:10 GMT

@moking wrote:

I was able to connect my base and the two cameras by using my laptop instead of the cell phone app. Everything is working as it should. The base and the cameras had to be removed and then reinstalled using my laptop. Just an fyi to anyone else out there - try using a laptop on the same wifi router to connect instead of the cell phone app.

Shouldn't be this bloody hard to get Ultra 4K cameras to sync.. Clearly there is an issue with them.

Anyone else have a solution??

Re: Arlo Ultra Cameras not connecting

AnthonyNZ — Tue, 30 Apr 2019 16:10:38 GMT

Fully charge the cameras overnight. The. Try connecting