Pro 4 VMC4041P can't get set up

[JML208]

So, my ex originally set up the account, doorbell, and cameras. He stopped the subscription and apparently removed the doorbell and cameras. I have tried to add the devices back onto the account, following the instructions etc. I have tried a factory reset. None of it works.  Do I need to set up a new account? I thought that might work, but when I did, my email was recognized and I received a message that an account already exists. I want to use my doorbell and cameras....

[StephenB]

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@JML208 wrote:

Do I need to set up a new account? I thought that might work, but when I did, my email was recognized and I received a message that an account already exists. I want to use my doorbell and cameras....

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You should be able to onboard the cameras to your existing account.

Are you sure that the ex removed the cameras from his account? 

[JML208]

I am pretty sure that he has. There are no devices showing connected to the account.  I have tried to add the cameras again today on my computer instead of the app. They are reading the QR code and I get a chime, but I keep getting the message that no devices are found. The blue lights flash, I have pressed the sync button etc but still can't get them connected. 

Being able to get the cameras to read the QR codes is progress, because I have not been able to get that far before.

[StephenB]

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@JML208 wrote:

Being able to get the cameras to read the QR codes is progress, because I have not been able to get that far before.

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After the chime, try checking your router's attached device list, and see if the camera has joined your home wifi network.

[JML208]

The cameras do not show up on the attached device list.

[jguerdat]

Are you using a mesh network or a regular router? Do the SSID and passwords have special characters in them? If so you'd need to remove them (of course, that would affect all connected devices). Is your WiFi configured to use WPA2-AES encryption which is required?

[JML208]

There are no special characters in the password. We were connected previously to the same wifi before - nothing has changed with that.

[jguerdat]

Since you have no cameras connected you can't contact official support. @JamesC or @ShayneS - can you help?

[ShayneS]

I have escalated this for you, support will be reaching out to you as soon as possible.

[JML208]

Thank you.  Haven't heard anything yet. 

[JML208]

Holy Cow!!! Stubbornness pays off sometimes!  I tried connecting on my phone again and this time it worked!!

[ShayneS]

Thank for the update.