Do not see Arlo essential 2nd generation

[snadi]

Hi,

I bought the Arlo 2 essential outdoor 2nd generation camera from Best Buy Canada. However, in my app (which already works with all the previous Arlo cameras I have), I do not see an Arlo essential 2nd generation option as the available model as all the instructions and videos indicate you should see. My account is based in Canada. Accordingly, I can’t scan the QR code and so I can’t install the camera.  Any idea what’s going on? Is this model supported in canada? 

my Arlo app version is 4.11.1 (7230) released Dec 13, 2023. It’s the latest one available in Canada. 

[JamesC]

snadi,

I've passed this information along to the development team to review. I will provide more information as soon as it becomes available.

JamesC

[Nadryv27]

My husband Jim Styskel set up the account and I'm able to see the older cameras in the app and the new cameras we just got don't show up for me.... BUT he can see them in his app... I have a Samsung S22+ and he has an iPhone 13 ProMax+.  I have updated the app on my phone and still nothing 😑 

The new cameras that don't show for me (but do for him) are the Arlo Essential Outdoor 2K with a light and 2way audio, etc

[StephenB]

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@Nadryv27 wrote:

The new cameras that don't show for me (but do for him) are the Arlo Essential Outdoor 2K with a light and 2way audio, etc

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Have him see if the new cameras show up as shared in his account.

[JamesC]

snadi,

I see you're using a shared account with the email address you're using the log in here on the community. Do you experience the same behavior when trying to add the Essential 2nd generation device using your main account?

JamesC

[snadi]

Hi James

yes, we faced the same issue with the main account until we contacted customer service and they said that the 2nd generation cameras get added to accounts on a rolling basis and then they added it to the main account and now the main account can see the 2nd generation option. My account still can’t see it, which is strange. 

However, my father is having the same problem with his account (which is not shared). We tried to contact customer service to do the same thing for him but we were not lucky enough to get to chat with someone who knows the issue about 2nd generation cameras not being supported on all accounts. What’s the best way for me to share his email with you so that you can check his account? I bought the cameras for his as a gift and we haven’t been able to install them for him for 2 weeks now 😞

[lobsterking]

not have in list,how can i do?

[papang03]

i’m also encountering the same problem. Im from the philippines, bought the essential 2nd gen about months ago from our trip to the united states. I cant seem to find the option for the exact model in the app (not the first time owning arlo). When i checked on the app store, the arlo app is already up to date, is there anything i can do to add this specific model to my app?

[snadi]

Assuming your account was created in the US but you want to install the cameras in the Philippines, Here is what worked in my case:

- uninstall Arlo app

- turn vpn to US on, and download Arlo app (no need to change your App Store, just to download it while on VPN)

- sign in

- you should be able to see the 2nd generation option and add the new cameras

- turn vpn off (you no longer need it once you get past the installation stage)

hope that works for you!

[danielgotro]

i have the same problem, but i am from mexico, i would appreciate it if you could give me a quick solution

[StephenB]

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@danielgotro wrote:

i have the same problem, but i am from mexico, i would appreciate it if you could give me a quick solution

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For some reason, Arlo doesn't offer subscriptions in Mexico.

You can try the same workaround posted above

• use a VPN that is terminated in the US, and create your account there.  Also set up a US payment method
• disable the VPN, and then install the camera.

I am in the US myself, so this is not something I've ever tried.