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!

[BrookeN]

We understand you're experiencing an issue with your legacy devices. These devices are now end of life and we do not have a fix available at this time. If you are still experiencing an issue please reach out in a private message with your contact information and we will connect you with a member of our escalations team to follow up.

[BrookeN]

@DebbieV60 did you send the screen recording? I see that they were waiting on the screen recording. 

[DebbieV60]

Hi @BrookeN 

I have resent the video. I hope I have the right email addresses.

I sent it to customerservice@arlo.com and support@arlo.com I have a delivery receipt but no 'read' receipt as yet.

Are these addresses correct?

cheers

Debbie

[BrookeN]

@DebbieV60 they are correct. Let me know if you do not hear from them by Tuesday. 

[Mrp911]

Mine stopped working in November ahead of EOL. I Thought it was because I switched to Starlink satellite ISP. I didn’t bother with Support then as I had to do the Wi-Fi extender, which I ended up going away from and just doing a bypass to my old router. As soon as the base station updates the firmware after a factory reset or every time you go to add a device it loses  capability to add devices on the app for all Apple products. For me this is sneaky. Let’s see how many people overall end up having the issue. It just happened that when I was talking to Service, they had special on the 5S cameras. 60% off. My other cameras worked fine and I Didn’t mind the seven day video capture for no charge. This sort of looks like a planned obsolescence versus a support issue. Overall it makes our low luck below acceptable practice. Since January one they can hide behind the EOL but for many this is something that was happening ahead of time and they choice not to solve the software. 

[DebbieV60]

Hi @BrookeN 

We keep getting requests to update the case 44581169 but only gives options to either send an image or close the request.

Is someone still trying to find out the issue?

Thanks

Debbie

[BrookeN]

You will need to call in or chat, the agent can look at the notes and assist further. 

[binhntdl]

I have the same issue like you. Can anyone support me in this?

[BrookeN]

Can you try to set it up from an android device by chance? What troubleshooting steps have you preformed already?

[DebbieV60]

Hi

Not sure if you were responding to the latest poster or me. I have tried android and pc no luck. Done all the resets etc. We have Support ringing us Friday morning. Australian time. So this is our last hope.