Onboarding QR code issue Essential camera

[CLM1989]

Camera connected to my Wi-Fi but does not get added as a device in the Arlo app. Help please

[jguerdat]

Did you choose the correct model when starting the setup? There are both Essential cameras with and without the spotlight so make sure you select the right one.

[CLM1989]

The model on the box says vmc2330. But when the unit connects to my Wi-Fi it says it’s vmc2030 so I tried to connect the vmc2030 it will connect to my internet but Arlo can’t find the device. This happened with all 3 cameras

[StephenB]

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@CLM1989 wrote:
The model on the box says vmc2330.

That's a multicamera kit of 3 VMC2030s.  Unfortunately Arlo makes identifying your cameras needlessly difficult.

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@CLM1989 wrote:
 so I tried to connect the vmc2030 it will connect to my internet but Arlo can’t find the device. 

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Are you selecting the "Essential Spotlight" camera when adding device?  @jguerdat asked that, but you didn't answer that question.

[CLM1989]

Yes I selected the essential spotlight model . It will connect the camera to my Wi-Fi but the the Arlo app cannot find the camera. I have an iPhone 13 would there be a setting in my phone that is causing this I am sharing my location when trying to connect. Do I need a hub to connect these cameras to Arlo app?

[StephenB]

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@CLM1989 wrote:
Do I need a hub to connect these cameras to Arlo app?

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No.

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@CLM1989 wrote:
It will connect the camera to my Wi-Fi but the the Arlo app cannot find the camera. I have an iPhone 13 would there be a setting in my phone that is causing this 

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The app does have to be allowed to access your home wifi, so look in the apple settings for that.

A couple other possibilities:

• The wifi network needs to be set up as WPA2 (AES).
• If you are trying to use a guest network, make sure that clients are allowed to "see" each other.
• If your router lets you disable 5 ghz WiFi, then do that during onboarding.

[cowtowncor]

I'm having the exact same issue here using all the same types of components as the original poster.

I purchased a 3-pack of Essential Spotlight Cameras (VMC2330 on the box). I'm running the App on iPhone Xs. I have tried connecting against 3 different 2.4 GHz routers in two different houses (WPA2). I've tried using different OSX devices too (iPad and iPhone 13). I walk thru the wizard in the app and hear the chime when the QR code is scanned by the camera, then nothing, nada - the app just spins and eventually times out. I have run thru the factory reset process that I found online - although it doesn't work exactly as documented, the document suggests holding the sync button for 15 seconds then let go and wait for the 3 amber flashes. However when I do it, the only way I can get to the amber flashes is to continue to hold it thru 16-18+ seconds. After doing that several times, no difference in the process.

[ShayneS]

Have you tried using the web browser to install the cameras? 

[cowtowncor]

Yes, I did try that. Same exact outcome. I think it may be time for these to go back to the store from which they came, I’m not even going to open my flood light.

[ShayneS]

@cowtowncor

Are you using a mesh system or dual bands? 

[cowtowncor]

No. None of the three routers/networks I have tried are mesh. Two are 2.4GHz only, the other is dual band, I have tried with 5Ghz off in that router. No avail.

[ShayneS]

@cowtowncor

I can escalate this issue to support so they can help resolve the issue if you like? 

[cowtowncor]

Yes that would be helpful. Thanks.

[ShayneS]

@cowtowncor

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here:43043964

[arlokamera1]

I have the same issue, bought the 3 pack essential spotlight cameras yesterday but the app cannot find device. I have tried with samsung, iphone, and the my.arlo.com website but I cannot get it to work. Wonder if anyone has been able to get it to work in the last couple of days?

[cowtowncor]

Seem to be systematic to me. Too much of a coincidence that all complainants are running from a 3-pack.

I registered my serial numbers and provided contact details to support (as requested) and have not heard anything. I'm setting the timer, if I don't get this resolved before Tuesday 31st, I'm taking everything back to the store.

[jguerdat]

Are you making sure you're selecting the proper camera when onboarding? There are 2 different Essential cameras - one with spotlight and one without.

[arlokamera1]

Yes, I have with spotlight. In desperation I have selected other cameras and then I get a different error message.

[ShayneS]

Hi @arlokamera1

Are you still experiencing this issue? 

[arlokamera1]

After reinstalling the app on my iphone I have one camera added, but the other 2 cannot be found. Needless to say I am running out of patience.

[ShayneS]

@arlokamera1

Have you tried connecting via the web portal at MyArlo.com? I have attached an article with more instructions as well: https://kb.arlo.com/000062514

[arlokamera1]

I have tried with iphone, samsung, and my.arlo.com, nothing works. I have one camera added but the other 2 are not found. 

[jguerdat]

Have you tried the reset procedure on these cameras?

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

[arlokamera1]

I have done the factory reset on the cameras that are not added and I have reinstalled the app on both samsung and iphone. I have spent way to many hours trying to get it to work, seems like the only thing left to do is to take it back to the store where I bought it and get something else.

[gruck1984]

Having a nightmare trying to connect a brand new floodlight to wifi, i already have a doorbell and three other cameras so not sure why I am having problems with this one:

Steps tried:

1. Ensured phone is on 2.4ghz network 
2. restarted phone
3. restarted router
4. restored factory settings camera

The device chimes when scans QR code but then never detects a camera at the next step, blue light stops flashing after 10 minutes. Anyone have any further things to try before i send it back for a refund?