topic Can't get base to connect to Mac or iPhone. Can't detect device. in Arlo

Can't get base to connect to Mac or iPhone. Can't detect device.

JayJayJay — Wed, 28 Sep 2016 20:44:45 GMT

Just bought a system. Camera connects fine according to base station lights but when I click "New System Setup" the next screen says,

"Detecting your device...

Please wait..."

And stays that way forever.

According to the manual, some inquiry fields should be comming up and they are not. I haven't even gotten to a point of entering the base station serial # yet and it seems like that would be necessary for the site to "detect my device".

Anyone have a solution that doesn't require getting into router settings? It's supposed to be "plug 'n play".

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JamesC — Mon, 17 Aug 2015 19:03:22 GMT

JayJayJay,

I have posted a reply to your question in another thread as well I just want to make sure you saw it.

Welcome to the community! When using the Arlo app to set up a new system you must make sure that the device you are using is on the same network as the base station. For example you cannot use a phones 4g connection to set up a new base station on an account. Also make sure the device you are on is using the latest iOS version, android version etc. Consider trying a different device such as a laptop computer to set up the account so that you can isolate the issue. If you have tried all of these troubleshooting steps in addition to performing a factory reset, consider contacting our support team for further investigation of the issue. Let me know if this helps!

JamesC

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JayJayJay — Mon, 17 Aug 2015 19:16:29 GMT

Thanks. Yes, I did a factory reset (sync and reset button together for 15 seconds) and have been trying on my Macbook. Just gets stuck on "detecting device" screen. I'm returning system today and will decide if I have the determination to try another one. It was a returned item at Fry's so maybe it was dfecting to begin with and that's why it was returned in the first place.

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JamesC — Tue, 18 Aug 2015 20:54:06 GMT

JayJayJay,

Did a new system solve the issue? Please let us know!

Thanks,

JamesC

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JayJayJay — Wed, 19 Aug 2015 04:06:13 GMT

I exchanged it last night and tried it today. Synced right up and I was able to connect. However motion control doesn't seem to work (I turned it on and sensitivity up). Does it detect a change in the picture to detect motion or does it actually sense movement? I have walked in front of it and moved it around and it doesnt start recording.

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JayJayJay — Wed, 19 Aug 2015 04:09:51 GMT

Didn't have "Shedule" turned on. Thought "All Motion On" would suffice. Now its working well.

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

abm_qtr — Wed, 19 Aug 2015 14:45:18 GMT

i have same proplem what can ido?

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JayJayJay — Wed, 19 Aug 2015 18:42:45 GMT

abm_qtr, Which problem are you having? Did you get to the screen where the serial number shows up or does it get stuck on "detecting your device"?

JJJ

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

abm_qtr — Fri, 21 Aug 2015 20:32:53 GMT

It show me "detecting your device"

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JayJayJay — Mon, 24 Aug 2015 06:49:37 GMT

Is your Netgear Arlo "Bas Station" connected to your existing router and have any lights on the Base Station turned green?

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

abm_qtr — Mon, 24 Aug 2015 13:16:16 GMT

2 lights green

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JamesC — Mon, 24 Aug 2015 17:39:04 GMT

abm_qtr,

The device you are using to set up the base station on the account must be on the same network as the base station. If you are using the phone app for example, you cannot add the base station to the account using it's 3g/4g connection. Let us know!

JamesC

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JayJayJay — Tue, 25 Aug 2015 03:16:38 GMT

abm_qtr
Do you have an ethernet cable (supplied) running between the base station and your router.

And is your router connected to a laptop or desktop computer which you are using to connect via the website?

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

abm_qtr — Mon, 31 Aug 2015 11:27:16 GMT

Its showing me the 3 first lights " power , internet , and the camera " and the rest are off .. And it has direct wired connection..
I have no clue what happens ,, plus it has been 15 days since the problem had me .. Please help me finding this issue ..
Best regards

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

abm_qtr — Mon, 31 Aug 2015 11:31:47 GMT

Iam useing iPhone 4G ,, i even tried in laptop it show me the same results

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

JamesC — Mon, 31 Aug 2015 18:56:05 GMT

abm_qtr,

Please consider a factory reset of the base station by holding the sync button and the red reset button on the back of the base station until all LEDs flash amber. After you have factory reset the device allow it to come back online (solid green power and internet LEDs). Once back online, go through the process of creating a new account.

If you already have an account created, log in to the existing account and remove the base station by going to "settings" and then to "Base Station Settings" and clicking "deactivate". If there is no base station currently on the account skip this step. We should now have an account with no equipment. Go to "Subscription" and click "Add a base station" at the bottom of the screen. Follow the on screen steps from here.

You must complete the above steps while using a device that is on the same network as the base station. For example you said you have a laptop. I would recommend completing the above troubleshooting steps using your laptop either hardwired or wireless and on the same network as the base station.

I hope this helps!

JamesC

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

bfrankmd — Sat, 02 Jul 2016 16:13:59 GMT

JamesC, I have Arlo system set up on my iPhone and works fine for 6 months. I want to set it up on my wife's iPhone and we try setup and it simply stays on :Discovering your device, please wait...." then flips to page that says to be sure all is connected. All IS connected as I am using the Arlo with my own iPhone now, just trying to get the 2nd phone on as well.

Re: Can't get base to connect to Mac or iPhone. Can't detect device.

jguerdat — Sun, 03 Jul 2016 13:22:02 GMT

Are you trying to log onto the app with the same account info as on your phone? That's what you'll need to do if you want full control but be aware that that will cause the other phone to be logged out - only one device at a time using the master account.

Alternatively, use the Grant Access in Settings to add your wife's email address and maybe set her up with admin access. She would then follow the emailed instructions to set up her account and use that info to log into her app. Since this is a guest account, you won't be logged out when both of you try to access the system at the same time.