Arlo Essential XL unable to add after internet outage

[Rob456]

Hi,

My camera has worked fine for almost a year. Then our internet provider change the wireless ghz frequency, removing 2.4ghz. After seeing the connection loss on Arlo I removed and re-added the device and noted the message saying 2.4ghz was needed for Arlo.

I then re enabled this and confirmed both the phone and Arlo were on 2.4ghz. However when adding a device it always fails to find any connected devices after the chime. I have tried rebooting the router, factory resetting the router, factory resetting the Arlo, reinstalling the Arlo app, trying different Arlo app devices, all with the same result - no devices added.

Weirdly I can see the Arlo on my hubs network and I can ping it after the discovery, but the app still says its failed to add and the camera flashes amber after the failure message, even though it is seemlingly on the network.

Im at a loss!

[jguerdat]

Any chance a VPN is in use? If so, disable it for onboarding. Also be sure all devices are removed from your account.

[Rob456]

Hi, no VPN in use. 

I have removed the device. Trying to re-add it is where I have the issue.

It now just blinks amber 2 times when I press sync.

[jguerdat]

Just a guess but that sounds like a dead battery to me. WHile this FAQ is for an older camera, it may be worth trying:

https://kb.arlo.com/000052305/My-Arlo-Pro-or-Arlo-Pro-2-battery-is-dead-what-do-I-do

You can also try the reset procedure:

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

If all fails and you have a subscription, use the app to go to Settings, Support. Select your camera and scroll down to Contacts to see what official support can offer.