Not able to add device to APP

[GFRM568]

I have an Arlo Go Camera with serial number 57M...

I reset the camera via the requisite QR code before proceeding.

From the app installed in my phone, and from the Arlo Web Portal on my PC, the camera successfully scans the QR code (chimes) but even though the light blinks blue and purple, the device is not found/located by the app in the next step.

My device VML4030-1VOPES is in Spain.

I have checked that the Movistar SIM card is operational by using it in a phone.

I have removed the pin block from the Movistar SIM card.

I have edited the APN settings to those of Movistar (APN - telefonica.es / Username - telefonica / Password / telefonica / Authentication Type - PAP.

I have also tried by introducing the IMEI and ICCID numbers without success "an unexpected error occurred".

The only doubt I have here is that the model that appears when accessing the Check your Model Arlo Go is 6311B / VML4030-100NAS, which does not coincide precisely with the box information (see model referred to above)  nor the information within the battery housing of the camera itself. And there is no option for editing this information.

Any assistance appreciated.

George (28/08/2024)

[BrookeN]

Are you still seeing this same behavior?

[GFRM568]

Hi,

It seems that either Arlo users have not experienced a similar issue or perhaps they have foregone this model and upgraded to newer ones...

[BrookeN]

Can you please try to onboard the camera again and let me know what the outcome is and the behavior you are seeing?

[GFRM568]

I have basically followed the steps I outlined in my first post. But I do have a doubt since it has been a month or so  since I tried to add the camera to the APP and set it up.

Since scanning the QR, does not add my camera to the app, I selected the model shown rather than use the option "OTHER" even though there is a slight discrepancy between my model as indicated in the battery housing (details outlined in my first post).

Then I need to add the IMEI and ICCID and here another doubt that I need cleared up. The information in the battery housing on the camera indicates an IMEI but not an ICCID. So I wonder if the IMEI to add is that of the camera or of the SIM card I am using. Since the information in the battery housing nor the boxing has an ICCID number, I presume that the ICCID to use is that of the SIM card.

[Rachetz40]

Hi ,i have the same problem with my cam ,i can't add the cam on my app,did you fixed the problem ,or still try to conect ?

[GFRM568]

No, not yet.

I will give it another go and if unsuccessful, to the bin it will go.

Not only is this model already "older" technology, I also have the feeling that it is not being fully supported by Arlo/NetGear.

[Rachetz40]

Hello!If you manage to start it, please leave me a message and tell me how you did it. Thank you

[BrookeN]

I have opened a support ticket for both of you regarding the Arlo Go. Support will reach out to you as soon as possible. 

[StephenB]

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@GFRM568 wrote:

Not only is this model already "older" technology, I also have the feeling that it is not being fully supported by Arlo/NetGear.

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Nothing to do with Netgear - they divested Arlo back in 2018, so it is a completely separate company now.  Netgear has no ownership stake.

[GFRM568]

I have tried several times based on suggestions and instructions from Arlo support but with no luck.

Mine has gone to the bin.

I don´t want to waste any more time on it.

I shall find an alternative product or service that meets my needs.