topic Re: Couldn’t connect Hub and cameras in Arlo Ultra 2

Couldn’t connect Hub and cameras

Galetskiyaa — Tue, 08 Apr 2025 12:06:26 GMT

Good day. Just bought Ultra 2 cameras with Hub.

Coudn’t connect it to my account. Then I scan cameras, I heard sound, but it didn’t find cameras. Could someone help how to fix it?

Re: Couldn’t connect Hub and cameras

StephenB — Tue, 08 Apr 2025 12:19:25 GMT

@Galetskiyaa wrote:

Good day. Just bought Ultra 2 cameras with Hub.

Coudn’t connect it to my account. Then I scan cameras, I heard sound, but it didn’t find cameras. Could someone help how to fix it?

You do need to add the smarthub first - was that successful?

Are you sure you are selecting the Ultra 2 camera when you "add device"? There shouldn't be any QR code to scan, because the Ultra can only connect to the hub.

Re: Couldn’t connect Hub and cameras

Galetskiyaa — Tue, 08 Apr 2025 12:33:57 GMT

The same thing unfortunately, couldn’t find Hub. I think, I did something wrong, but don’t understand what. Tried to reset Hub and cameras, but no results.

Re: Couldn’t connect Hub and cameras

jguerdat — Tue, 08 Apr 2025 12:37:02 GMT

Did you follow these steps?

https://kb.arlo.com/000062881/How-can-I-factory-reset-my-Arlo-SmartHub-or-Base-Station-Arlo-Secure-4-0

What is the hub's LED showing? Should be solid blue.

Re: Couldn’t connect Hub and cameras

StephenB — Wed, 09 Apr 2025 11:18:34 GMT

@Galetskiyaa wrote:

The same thing unfortunately, couldn’t find Hub. I think, I did something wrong, but don’t understand what. Tried to reset Hub and cameras, but no results.

Are you using the app on your phone/tablet?

Or are you using a PC (my.arlo.com)?

Re: Couldn’t connect Hub and cameras

Galetskiyaa — Wed, 09 Apr 2025 11:21:39 GMT

App on phone

Re: Couldn’t connect Hub and cameras

jguerdat — Wed, 09 Apr 2025 13:12:27 GMT

Please answer the question about the hub's LED color.

Try using a computer, especially one that is connected via an Ethernet cable.

Re: Couldn’t connect Hub and cameras

StephenB — Wed, 09 Apr 2025 14:24:30 GMT

@Galetskiyaa wrote:

App on phone

Then I suggest also trying a PC (my.arlo.com).

Also, make sure that any VPN on the phone is turned off, and that the phone is connected to your home wifi.

Re: Couldn’t connect Hub and cameras

Galetskiyaa — Wed, 09 Apr 2025 15:34:07 GMT

Thanks, after factory reset I finally connected Hub. Now another problem, couldn’t connect cameras.

I already tried to reset cameras too (hold sync button until camera started blinking amber 3 times). Switch my phone connection to 2.4 HGz. Couldn’t find any.

Re: Couldn’t connect Hub and cameras

Galetskiyaa — Wed, 09 Apr 2025 15:56:50 GMT

Finally, everything works. Reset cameras again, tried to connect one by one, connected immediately. Thanks for your help and support!