ABC100 Will not connect to network after moving house ( confirmed working on new account )

[mabsspam]

I am a sysadmin. I am not perfect, but I have identified that there is something wrong with my Arlo account. I mention that I am a sysadmin because I want to hammer home that this is not a local hardware issue. This is not a local software issue. My account is truly softlocked from adding new ( read existing ) Arlo Babys.

>>Night of getting back from vacation: Upset family. Everyone needs sleep.

>>Normal "Change network" button missing.
>>Troubleshoot for a few hours, it's midnight, set and reset, and hard reset 3 or 4 times. 

>>Fine the baby sleeps with us tonight.

Next day, had some rest. Same thing. Set and reset and un-set every which way. I promise you I've read the consumer manual more than anyone at this point. I have change my network SSID. I've triple checked it is infact a 2.4ghz connection. I've verified 100 times that that network works. I've pushed the reset button many times, and each time it does infact reset.

I can easily recreate the following sequence. This exact, and various other combinations all result in the same outcome. The old camera, only works on new accounts, despite working on my old account fewer than 6 days ago.

>>Open Old account

>>tap devices, settings, choose arlo baby

>>"Change network" button missing

>>Reset or Remove device buttons perform as expected, but I am unable to see the "change network" button

>>Hard reset OR open laptop to my.arlo.com

>>Perform steps to "sync"/add new device

>>Hard Yellow, Flashing Yellow, "Sync", Flashing Blue, Triple Check I'm typing in the same 2.4 ghz ssid and pw, Scan Code, SOLID BLUE, "Hello, would you like to name this little guy", Name it, It appears in my account

>>"There is a network problem"

>>Do it all again

I have read, and executed on this KB article, AND this "Support" article. 

https://www.arlo.com/en_be/support/faq/1282715/My-Arlo-Baby-camera-appears-offline-but-the-LED-is-so...

https://kb.arlo.com/en_US/1282710

I know for a fact that the light on the front is blue, and not purple for 2 reasons.

1. during my troubleshooting I have seen the purple light, the sold blue I am seeing is NOT the purple light.

2. I can reset and remove the device ( can also with limited success connect to homekit, all while the arlo app says "not connected" )

The final kicker is: just for fun, I created a brand new account and it worked perfectly, first time. I was up and running in fewer than 3 minutes.

I have done all the troubleshooting a person can reasonably be expected to do. Please Arlo, Please investigate my account. I dropped too much money on this overpriced "top of the line" camera to have it dump out on me like this.

[JamesC]

mabsspam,

I will pass this information along to the dev team for further investigation. I will provide an update once I know more.

JamesC