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

[StephenB]

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@JakoBrix wrote:

Seems like a bug in the 3 pack cameras, in my opinion.

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It's not a bug in the hardware itself, much more likely in the firmware and/or the app.

But there is far too much friction when people onboard, unfortunately we see a lot of people posting problems like yours.

What router are you using?

[NewWheels]

In my case, i was using a Windows 10 laptop as my router.  I created a hotspot and specified 2.4 Ghz.  Gave it a unique network name (SSID) and password. I then used another computer that was connected only to this new SSID, went to the arlo.com website from that computer (thus verifying the connection through the hotspot was working) then walked through the camera onboarding process.  When you use a Windows 10 computer as your hotspot, you can see each computer or MAC address that connects to the hotspot - it displays right there on the same screen where the hotspot is defined.  I could see the other computer connected to the hotspot network, and once i started the camera setup process and scanned the QR code, I could see the camera's MAC address connect to the network.  Approximately 15 blue flashes after connecting to the hotspot network, the camera's blue light stopped blinking and the computer connecting to arlo.com kept spinning and looking for the camera.

I used this hotspot/second computer/arlo.com website process to successfully onboard a couple of cameras, including one that had been having issues when i tried doing via my phone.  So I know the process worked, it just didn't work for one last camera from a 3-pack (the other two setup just fine.)  I did both short (15 second) and long (45 second) button pushes on the camera, but that didn't work for this one last camera. I rebooted the computer with the hotspot, i tried setting up new SSIDs, etc. but nothing helped.  Not sure why the camera gave up flashing blue after 15 flashes once it connected to the 2.4 network.

I started working this case through chat with Arlo, but it ended up with them sending me an email asking for a ton of information about everything. I never replied as the effort to gather all that info would exceed the value of the camera that's not working.  And since it's a 3-pack, i don't think i can return just one camera.  In hindsight, i should have purchased the cameras as individuals, not as 3-packs.

[VLevin4043]

any luck?

I'm having the same issues. First I bought the 3 pack from Walmart, learned about the 2.4 GHz, and changed my router to a Linksys dual-band I had (learning as I go). Cameras picked up my router, undetected by the Arlo app on iPad and 2 different iPhones. Tried factory resets, and tried the hot spot method mentioned in another post. Learned that Walmart often sells refurbished cameras, and returned those after 3 days of failed attempts. Gave Arlo another try, and purchased the 4 pack of essential spotlight cameras from Best Buy and a Netgear Nighthawk router, first try, no luck. Turned off the "hide my IP address" in the wireless settings on my iPhone's internet and FINALLY, one camera was detected and worked almost immediately!! NOW, the 3 additional cameras are connected to my router but still are not detected on my Arlo app. I have tried customer support, resetting, and double-checking the internet password, I know I have selected the correct device, and attempting every device I can set them up on, I have sat on the side of the router, and I'm at a loss. I feel like it's a connectivity issue or fault with this specific camera model and/or the app. I have read through countless threads and this model and the app seem to be a common problem.

[ttriana]

I agree - I have the three pack of Arlo Pro 4 camera.  Two connected perfectly - the third did not.  I have tried everything, factory re-set etc.  Definitely seems like a bug in the three pack.

[StephenB]

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@VLevin4043 wrote:

NOW, the 3 additional cameras are connected to my router but still are not detected on my Arlo app. 

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 Are you using the app to onboard?  If you are, then try with a PC (browsing to my.arlo.com).  Ideally connect the PC to the router with ethernet.

Also, it is important to choose the Essential Spotlight model when you add device.  If you choose Essential, then onboarding will fail.

[betholaire]

Same issue. Have done every step multiple times. Customer support has not helped. And now I'm out of the return period. Three of the cameras connected and work good. The other two I have (Pro 4) and doorbell cam won't connect for anything. So. Frustrated.

[ShayneS]

@betholaire

What are the steps you have tried so far? 

[betholaire]

I have followed the step by step troubleshooting guide over and over, including sitting next to the router/modem, ensuring it's on 2.4Ghz network and mobile device is on the same network, network password is correct, pressing the sync button if the light times out, verifying I'm not on VPN, and doing the factory reset. I've also tried turning my mobile network off so phone can only go through wi-fi, and connecting through a browser on my computer. In all situations I'm able to get the cameras to recognize the QR code and chime but will not be discovered as soon as it tries connecting after the chime. I've done this several times a month for each of the three devices that won't connect and have been unsuccessful every single time. Again, I have 4 that work well. I'd really just like the other 3 to work connect and work before I give up and go to a different system altogether.

[ShayneS]

@betholaire

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to Settings/System/Support.

[gnaekel]

I have this exact same problem but am using the Android app for my Arlo Essential.

How can I get direct support from Arlo to correct the problem?

<<I have followed the step by step troubleshooting guide over and over, including sitting next to the router/modem, ensuring it's on 2.4Ghz network and mobile device is on the same network, network password is correct, pressing the sync button if the light times out, verifying I'm not on VPN, and doing the factory reset. I've also tried turning my mobile network off so phone can only go through wi-fi, and connecting through a browser on my computer. In all situations I'm able to get the cameras to recognize the QR code and chime but will not be discovered as soon as it tries connecting after the chime. I've done this several times a month for each of the three devices that won't connect and have been unsuccessful every single time.>>

[StephenB]

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@gnaekel wrote:

<<I have followed the step by step troubleshooting guide over and over, including sitting next to the router/modem, ensuring it's on 2.4Ghz network and mobile device is on the same network, network password is correct, pressing the sync button if the light times out, verifying I'm not on VPN, and doing the factory reset. I've also tried turning my mobile network off so phone can only go through wi-fi, and connecting through a browser on my computer. In all situations I'm able to get the cameras to recognize the QR code and chime but will not be discovered as soon as it tries connecting after the chime. I've done this several times a month for each of the three devices that won't connect and have been unsuccessful every single time.>>

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Is the camera showing up in your router's attached device list after the last step fails?

[betholaire]

I talked to several of the tech support people but none of them were helpful. On my last call, the tech finally asked me about my internet upload speeds. I live in the boonies and apparently I didn't have enough upload. I bought the base station and running them through that seemed to get me just enough to run what I needed.  Not sure if this might be applicable to you, but I feel the pain of trying to figure it out. Took forever to talk to someone that could help.

[betholaire]

It was not - couldn't even get it that far until I added the base station.  

[aangel1966]

Did you ever fix this problem? I am so angry. My camera is only 1 year old and right now is not usable.

[ShayneS]

Hi @aangel1966

Can you provide more detail regarding this issue you are experiencing?

Thank you 

[betholaire]

Mine eventually worked once I added the base station, hard-wired to our router.  After months of chatting and searching, I finally discovered that our upload speed (rural internet) was not high enough for the number of cameras we were trying to run.