Arlo Pro 2 not syncing to existing base station

[Melissa_B]

I have the Arlo Pro 2 base and cameras and the base went offline.  After all the troubleshooting steps I did a factory reset on it.  I was able to add the base to my account but when I went to sync the cameras it appears they are syncing but they are not added to my device list.  I have read the forum and followed the steps: made sure batteries were fully charged, reset the base, unplugged and let it sit and plugged it back in, tried syncing it from the PC and app.  I also turned off my VPN and verified my router broadcasts 2.4 GHz and 5 GHz.  I have been at this for about 6 hours and cannot get the cameras to be added back.  The system is less then 2 years old and my other base that has 5 cameras I bought back in 2018 and its running great.  How can I get my cameras to sync to the base?  I have 3 cameras that I am trying to sync.  Thanks!

[RHTATER]

Great! Thank you for staying on this. We've had no security cameras since December 2. My wife is dependent on them in order to feel safe.

[BrookeN]

We are still currently looking into this, I will provide an update as soon as possible. 

[RHTATER]

Thank you for the update.

[RHTATER]

Yes, I really can't waste more days on this critical issue trying to find a solution that may not exist. Please let me know one way or the other if there will be a solution, asap. I really must move on to another option if this system won't be returned to service.

Again, the Arlo Pro2 security camera system hasn't provided security for two full weeks, since December 2.

[Clairej]

Mine are doing the same thing - showing no device connected. All camera batteries are full and the base is connected to the WiFi. Whats the solution?

[Melissa_B]

The only way I got mi e fixed was using a Chromebook and downloading the arlo app there then I could connect my base again. But mine still is not working on my iPhone so if you are using an iPhone or apple product there appears to be an issue. Use an android or something other then apple and see if that works. 

[RHTATER]

Any updates?

[Clairej]

Any updates - I have a security camera system that is not working that seems, from what I read is an issue with Apple and Arlo - please provide a timeframe for this to be resolved.

[Melissa_B]

I believe Brooke sent this issue to development. But mine have been not working for about 2 months. Luckily I got them linked through Chromebook so they are active just showing offline now so I can’t control anything.  Hopefully we can get an update on this issue. Did you try using an android device to get them set back up until they can resolve the issue with Apple? 

[RHTATER]

Greetings

Thanks for your message. No, I don't have an Apple or Android device. I use an HP desktop computer running Windows 10. 

Got no response yesterday to my last request for an update. 

[Melissa_B]

I had tried Windows 10 as well when I was trying to troubleshoot a couple weeks back. I couldn’t get the devices to work on windows either.  The only thing I found that works was Chromebook, but I had to download the app in order for it to work. It didn’t work through the web browser.  I know this was escalated to development a couple weeks back, so hopefully there’s an update  

[BrookeN]

I do not have any further updates @RHTATER I will provide an update as soon as possible. 

[RHTATER]

Any updates?

[see_you]

waiting for updates as well - same problem here!

[RHTATER]

Hi

You too? No working cameras here since December 2. 

Jeff, L3 Support contacted me early Friday morning but haven't heard back anything yet.

[DannyBearAgain]

Time is running out for a fix, you will only have until 31 dec 2024 before the pro2 becomes EOL.

Time for a new brand for Christmas me thinks.

[Melissa_B]

Mine has not been working for weeks. I can’t get a resolution on a fix either. To spend a lot of money on a security system and then for it to stop working suddenly and months later cannot get it fixed is really concerning. Mine stopped working in late October. From all my troubleshooting it appears Arlo does not work with Apple products. When I use my kids Chromebook it will work.  Hopefully the developers are able to get us all back up and running again. 

[Clairej]

I tried to get support and it said my system was no longer supported. I cancelled my subscription and switched to a new system - I won’t be coming back to Arlo.

[RHTATER]

If after 4 weeks of no security cameras and day long recovery efforts, it turns out they knew all along this wasn't going to be fixed, they might as well close down Arlo now. Their public favorability rating will be somewhere between Jeffrey Dahmer and salmonella food poisoning.

[Melissa_B]

You are probably right they have no intentions of fixing the issue. I wish they would just tell us they are not fixing it instead of stringing us along.  I have waited weeks with no resolution. I would not buy an Arlo again after going through this issue. I have spent days trying to fix the issue and then realize it’s an Arlo system problem so nothing I can do to fix the issue. 

[Dubix_M]

Am having exactly the same issue with every owner here. This all started with my history suddenly not accumulating anymore. After a long stretch of restarts, resets, reading up procedures and following them to the T, I was only able to add back my VMB4000 Arlo pro 2 base station to show up on my profile. However, no matter what I read, do, or redo, I could never add back any of my 4 Arlo Pro2 cameras.

It seems this has not been prioritized by Arlo despite the growing number of exact challenges. I paid good money for these security devices and had also been out of security for some weeks now... What gives?

[RHTATER]

Spot on.

The most unforgivable aspect is that if in the end Arlo does not restore service to untold numbers of now useless security systems (which any legitimate software team could and would fix in a day to no more than a week), meaning they allowed customers to waste a month of time, aggravation, and patience believing we were trusting a company based in good faith, and instead allowed those untold numbers of homes and businesses to remain unprotected expecting, at least, that we were dealing with a company that would never maliciously jeopardize the safety of their customers by leading them on, promising a fix that they knew months ago was never coming?

If so, that would place Arlo in the annals of infamy alongside the likes of Bernie Madoff and Bernie Ebbers.

[Melissa_B]

Hopefully as more people who are affected are reaching out we can get some resolution. Did anyone else try installing the Arlo app on Chromebook?  If you did, were you successful in getting the base station online and cameras linked?  The Chromebook is the only way I can control my system.  My system is still not working on any of my Apple products. I am hoping they get this fixed or if they can’t they should provide some compensation for a product that doesn’t work. 
Brooke, any updates on this issue?

[BrookeN]

I apologize I have been on holiday leave. I will reach out today to see the updates regarding this behavior. I will be in touch soon. 

[RHTATER]

Wonderful. Thank you for your response.