No devices despite successfully adding Arlo Go 2

[Knight-of-Ni]

I am trying to add an Arlo Go 2 to my new account.  I can successfully go through the device registration process:

- press sync button, blue light blinks

- Device chimes to indicate it successfully connected to my wifi network, after point the device at the QR code

- I can ping the camera's ip on my home network

After a long wait time, the portal eventually claims my device has been added. However, my dashboard says I have no devices. I have gone through this process multiple times using the web portal from a pc and using the app on my mobile device.

A couple of things to note:

- this device is pre-owned. Could this device already be associated to another Arlo account??

- I don't yet have a sim card installed. I am trying to add over wifi.

Any suggestions?

[Knight-of-Ni · Accepted solution]

Figured it out.

Instead of simply pressing the sync button like the instructions indicated, I needed to press and hold the sync button for 15 seconds to reset it first. Once that step was performed I was able to successfully add the device to my dashboard.