Wifi password

[Tails]

I recently changed internet provider when I went to reinstall the Arlo systwm via its wifi it keeps asking for a password which I don’t have. Arlo’s website says there is no password require but every time I try and sync it asks for one. I have reset the smart hub I have taken all the power out of the cameras and doorbell to just in case as well.

any advice gratefully received many thanks

[jguerdat]

Since you seem to be using a hub to connect the cameras, all you should have had to do is to unplug the hub's power and Ethernet cable from the old router and then connect the cable to the new one and power the hub back up. The hub connects to the Internet via the cable and router so no password is needed. Cameras connected to the hub also don't require a password since they're not using your WiFi. The doorbell, however, may ask you to connect to WiFi first which requires that you allow the phone to connect to the doorbell's temporary WiFi which is used to pass the SSID and passwords to the doorbell so it can connect. Once that's done, the process should allow you to connect to the hub.

At no point do you try to connect to the hub's dedicated WiFi, if that's what you're trying to do. Only cameras can connect to the hub and that's done through the onboarding process.

[Tails]

Thanks for the reply. I disconnected the router (I even bought a new one as well) but keeps asking for an Arlo wifi password in the App when I start the connect a device process.  It asks for the wifi password when you are asked to connect the base station wifi (whilst in app on iPhone).  Do I need to delete app and start again? I have factory reset the base station to no avail.

[jguerdat]

No Arlo device allows you to enter a password or even ask for one. I suspect you're trying to connect to the base's dedicated WiFi that only the cameras can access. That's on purpose.

You shouldn't be needing to do anything other than to connect the base to the router with the Ethernet cable. That's how the base gets Internet access, through the cable. You may just be trying too hard.

If you really reset the base by holding the button until the LED(s) flashed amber, you must also remove all devices from your account before you can add them again, as if new. Once the base has rebooted to green power and Internet LEDs, with the Camera one being either off or solid amber, use the app to claim the base by just following the directions. AT no point does it ask for a password since the base is connected via Ethernet.

[Tails]

thanks for the message when I go through the process of reinstalling the base station and it asks me to connect to the Arlo wifi  I see this message. All cameras are unplugged batteries out and the base station reset (which makes it really confusing as if the base station has reset (all lights flashing ) I shouldn’t see this.

[StephenB]

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@Tails wrote:

 when I go through the process of reinstalling the base station and it asks me to connect to the Arlo wifi  I see this message. 

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When you select "add device", are you choosing "Base Station/Hub"???

Or something else?

[Tails]

Thanks for the reply just selecting base station (having deleted all previous devices).

[StephenB]

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@Tails wrote:

Thanks for the reply just selecting base station (having deleted all previous devices).

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Is the base station already in the account?  

If not, have you tried using add device on a PC (my.arlo.com)?

[Tails]

I deleted all the devices off the account and factory reset the base station. I have deleted everything off the app and when I try and reinstall it on the app when it asks me to connect to the Arlo wifi is still asks me for a password.

[StephenB]

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@Tails wrote:

I deleted all the devices off the account and factory reset the base station. I have deleted everything off the app and when I try and reinstall it on the app when it asks me to connect to the Arlo wifi is still asks me for a password.

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Obviously it shouldn't be doing that.

Just to confirm the steps:

You are 

1. choosing "add device"
2. selecting "Base Station/Hub"

at that point you should see a message that says "Plug an Ethernet cable into your Base Station or SmartHub." and a prompt to continue.

Are you seeing that message?

[Tails]

So I bought a new base station and a new cable so there was no trace of this wifi password and yet it is still asking me for a wifi password what am I missing?

[JamesC]

Tails,

Are you able to provide a screenshot of where this information is being asked?

JamesC