I cannot factory reset my system

[HM021]

I cannot factory reset my system. I have tried the instructions in Arlo support to factory reset. When I try to connect the system back on the app it won’t connect 

[jguerdat]

Did you first remove it from your account before resetting and attempting to add it back?

[HM021]

Yes I did that. It won’t connect when my phone prompts me to join the Arlo WiFi network 

[jguerdat]

Verify that the phone settings allow you to connect to unknown open networks.

[bricemb1996]

Did you hold the Check mark button and the X button for 15 seconds to hard factory reset it after you removed it from the application?

Also after factory resetting unplug the power supply for 10 seconds then allow it to boot back up and try to onboard it again.

[HM021]

I didn’t unplug after doing the 15 seconds holding the check mark and X button. Will try it and see 

Thank you