Arlo Pro 2 Cameras not working with new app

[87Kevin]

I've had these Pro 2 cameras up and running with no issues for many years.  Just updated to the new Secure app and I can not add these cameras.  I did a factory reset on the base and was able to add it.

When I do the process of adding new hardware, it finds and syncs with the cameras right away but as soon as I click "finish", it just goes back to the device screen where it shows my base but no new cameras.  The base shows no devices connected.

I've factory reset my base, tried resetting the cameras (pulling battery, holding down the sync button), uninstalled and re-installed the app.  Tried manually syncing cameras to base.  Nothing changes and similar results from desktop website portal.  

[ShayneS]

I have escalated your case & someone from support will be reaching out to you as soon as possible. 

[87Kevin]

Hi Shayne,

Someone did try to contact me a few days ago but I was not able to connect with them

[87Kevin]

Update:  After speaking with CS, my Arlo Pro2 system which was working perfectly before the app update is now trash.  I'm told there is no tech support for these cameras because they are EOL, there is no way to get them to work with the new system, there is no way to go back to the old system and I'm told the only solution is to buy new Arlo products. 

Never.  This is all just a ploy to get everyone onto subscriptions with the new app.  Should be criminal to knowingly deactivate a product someone has bought and paid for.

[jguerdat]

You have read the EOL documents, right?

https://kb.arlo.com/000063018/End-of-Life-for-Arlo-Devices-and-Services

https://downloads.arlo.com/images/PDFs/EOL_Policy/arlo-end-of-life-policy-021023.pdf

[87Kevin]

This is not about EOL.  I understand that part clearly.

This is about a software update which prevents these cameras from working, not disclosing that fact and refusing to allow use of previous software which worked just fine with these cameras.

Just because Arlo released EOL documents, likely years after I purchased these cameras, doesn't make it OK.

[Darrell1]

I bought 4 cameras that are now paperweights they should have warned you before you downloaded the app. This is criminal. They should come out with a fix. if there were any good company at all. I was told they give me a bit of a discount on new cameras. These cameras weren’t cheap to begin with

[87Kevin]

Agreed 100%.  Mine were really expensive back when I bought them compared to what they are offering now. 

They're cheating customers out of what they originally purchased because none of them would have done so if they knew this is how it would turn out.  

[ShayneS]

Hi @Darrell1 

Can you provide more detail regarding the symptom your experiencing.

[Darrell1]

I do everything the camera comes online then it goes off-line the other cameras won’t even go online. They won’t even sync

[ShayneS]

Can you update to the latest version of the Arlo App 6.19 and test this again? 

Thanks

[87Kevin]

After installing the latest version of this app, I was able to get 3 out of 5 cameras working.

Not sure why I can't get the last 2 going but I will keep trying.

[Edinburgh_lad1]

• EOL of these devices doesn't apply to Europe.

• Even though a number of devices are classed as EOL in the US, they should continue to work as expected.

@87Kevin reset your devices properly and keep them close to the base station.

@Darrell1 I agree that what this company does is very questionable at times and either verging on or being criminal.