Pro2 Camera and base 4540 will not sync

[ollie2308]

I am attempting to replace my 4500r2 base with a 4540 so that I can utilize local storage.  I've successfuly added the 4540 to my set of devices.   Now attempting to move my first Pro2 camera to the 4540.   I deleted the Pro2 camera from the 4500r2 and followed the steps to add it to the 4540.   I can not get it to  sync ... following steps to add a device, I choose the pro2 camera, and then the 4540 and follow the steps...  At the "Looking for device" step  .. I get a blue light on the camera, after a few seconds, then a fast blinking blue light for a few seconds,  then blue light off..  then the  "looking for device" times out.

Trying to add the camera back to the 4500r2 also fails ...

I've removed the camera battery for up to 2 minutes and also have tried with the camera plugged in..   

Support says Pro2 is no longer in production and can not troubleshoot.   Any one here have any ideas ?

I have 4 other Pro2 cameras and a door bell  that I'd like to move over to the 4540, but am afraid of running into the same issue with those.

[DannyBearAgain]

A lot of users have reported the same issue extending past several months.

A work around is to manually sync the cameras to the base by momentarily pressing the base top sync button and then doing the same with the camera.

Also ensure that the camera is plugged into a charger and close to the base unit.

If your trying to add the camera using the arlo mobile app then use android not Apple since arlo has broken the iOS app version.

[ollie2308]

Thanks Danny

I've tried several times to manually sync this camera (while plugged in ) to a 4500 and a 4540 base without success.  I was using the android app as well as the web app. 

I can watch the blue lights blink on both the base and camera.. then a fast blink..  but the sync fails.

Could this be a firmware issue..  both bases were recently updated.   

(I currently have 4 Pro2 cameras and a wired doorbell on the 4500 that are working fine)

My goal was to move over to the 4540 to take advantage of storing door bell history locally.  I'm hesitant to move forward, for fear the other camera become unusable .

Any other ideas ? 

[DannyBearAgain]

@ollie2308 

Could this be a firmware issue?, unlikely since everyone would be complaining.

From your description of the syncing process it suggests that the pairing was successful but the account is not being updated with the new device in its device list.

Previous reporting issues also point to the account needing to be resynced to the equipment by arlo support. @ShayneS, @JamesC, @BrookeN

might be able to comment further on this.

[jguerdat]

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@DannyBearAgain wrote:

Previous reporting issues also point to the account needing to be resynced to the equipment by arlo support. @ShayneS, @JamesC, @BrookeN

might be able to comment further on this.

---

Just pointing out that you need to type the username and pause to select from the popup list so the notification works. As typed above, there's no notification.

@ShayneS , @JamesC , @BrookeN 

[ShayneS]

@ollie2308 

I made an adjustment on the backend, Can you try and add the Pro 2 again?  If this doesn't work I will escalate this for you. 

[ollie2308]

Thank you Shane  .. Unfortunately, I am still not able to add the Pro2 camera following the same procedures.  I appreciate your attention in getting this resolved.   Looking forward to your next response.

[ShayneS]

@ollie2308 

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

[ollie2308]

Thank you Shayne

I did received a email from support who states that because the Pro2 Camera has reached it's "End of Life", Arlo will not troubleshoot this any further.   Under this EOL status, Arlo will no longer be sending firmware updates for this camera, and as such,  it may no longer be compatible with their recent App version !!!!   

I have a total of 3 other  Pro2 cameras... All of which are fully functional as of today...  does this mean that the next time I need to replace the batteries in those cameras, they will become useless for failure to sync back to the base ?     Does not seem right

So Arlo updates their app which makes all my Pro2 cameras 

[ShayneS]

@ollie2308 

If that specific scenario occurs let me know. 

[ollie2308]

@ShayneS   ... Will do, and thank you..

Question:  As stated in my original post, I was attempting to replace my 4500 base with a 4540 base and was moving this one camera over when I ran into this issue..   What is the correct procedure to follow when doing this.. Delete the device from the 4500 and then add device to 4540.  (Both base stations are shown under my account).   Should I attempt moving the wired door bell first, then the remaining Pro2 cameras one at a time ?   At least I would know if these devices fail to sync sooner then later.   

Your thoughts would be appreciated.

Thanks again

[ShayneS]

Yes, remove the devices first, it shouldn't matter which order. You can find more info here if you want to step-by-step. https://kb.arlo.com/1713/How-do-I-remove-a-device-from-my-Arlo-account

[ollie2308]

Interesting event !

I attempted to move a  different Pro2 camera from the 4500 to the 4540 .  I first removed the device from the 4500 then followed the steps in the web app to add a new device.  I choose the Pro2 Camera, selected the 4540 base and pressed the sync button on the camera...    After a few seconds of watching the blue light blink, I was presented with a screen that listed 2 devices, identified by serial numbers,   one device was the "old" camera that failed to sync in the past, the other device was the new camera.   

I decided to see if I could get the "old" camera added, so I selected that serial number and gave it a name and proceeded with the steps.  Success ... I can now see that device paired with the 4540 and could configure it with a routine.

Now back to the 2nd camera.  Using the app, I again went thru the steps to add the device to the 4540...  This attempt failed with the same behavior as the original camera...   

It's almost like that 1st camera was in a queue, and needed a second device attempt for the "add new device" process to continue with the step that displayed the serial numbers...

Any thoughts ?

[ShayneS]

@ollie2308 

Let me check with my team regarding this and I will report back as soon as I can.

[ollie2308]

Not sure it this helps...  S/N of the camera failing the latest sync.   EDIT

[ollie2308]

Update...  I just went thru the process of adding another Pro2 camera to the 4540.  I experienced the same behavior as before.  I was presented with  2 serial numbers  that were available to add... The camera that failed to sync in previous attempts and the new camera ... I chose the new camera and was able to successfully sync.   

I then tried to sync the camera that failed previously, sync process was not able to find any devices.

So again... it seams like devices can only be found when there is another device in a queue somewhere...

Any thoughts ?

[ollie2308]

Ok there's definitely a pattern here...   I can not add a camera to my base unless there is one other camera that has previously failed to sync.  I was able to move 3, Pro2 cameras from my 4500 to the 4540, but only when my 4th camera had failed to sync.   During the sync process, when looking for device, I'm presented with a screen that displays 2 S/Ns, one of which is the device that failed in the past.  I pick one, and continue.  That new device is now connected to the 4540.   I then attempt to sync the last device and it fails with "unable to find a device"

@ShayneS   -- Any thoughts now that there is a pattern  ?

Thanks everyone for their assistance. 

[ollie2308]

@DannyBearAgain   Do you have any ideas / next steps..   See above update where I'm able to repeat this scenario ...

I'm thinking that my last camera will not sync, because there are no other cameras  "in queue"  

This seems like an issue with the app logic ..

Thoughts 

Thanks

[ShayneS]

Hi @ollie2308 

I was informed Jeff from my team sent you an email to further troubleshoot this. Can you check to make sure you received this information. 

[ShayneS]

@ollie2308 

Hi, 

Did you happen to receive the email?

[ollie2308]

Hi @ShayneS 

My fault, I thought I responded on Friday..   Yes, Jeff did reach out to me and asked me to confirm that I still have one Pro2 camera that is not able to sync.   That is the only contact that I've received from Jeff

Thanks for following up

[ShayneS]

@ollie2308 Okay, good to know. Keep communicating with Jeff until the issue is resolved. 

[ollie2308 · Accepted solution]

Hi @ShayneS 

Has Jeff disappeared ? 

We had a call set up for Saturday, 4/19 at Noon and he never called.   I left him a follow-up email thinking something came up on hist end and have not gotten a response.

My issue seems to be wide spread as there are others on the forum with the same symptoms where syncing is only successful when there has been a previous camera sync attempt that has failed.  I still have 1 Pro2 that is unable to sync with the base station.

Just looking for next steps 

Thanks 

[Glen69]

If Moderater's or support are monitoring OLLIES post....This week I received an update for the app ,so I did the update and I did a hub/base restart on my Vmb4000 after it finish via the app closed app down and reopened it ...NOW BASE & 2 PRO 2 cameras have been deleted off the app.....now can't sync them back on the app...but no problem with 2 essential 2nd generation models.

And ideas because of multiple public holidays recently had trouble contacting support here in Australia. 

Cheers.

P.s Sorry Ollie for hijacking your post.

[ollie2308]

I'm happy to report that my issue has been resolved due to user error.  My fault !

 Working with Jeff on a troubleshooting call, I realized I was choosing the wrong device type during the sync process.  When presented with camera types, I didn't notice "Pro Series" due to the picture shown.  (it was not a pro2 camera) .. so I was choosing "other"..

Choosing the correct "Pro Series" camera type, then Pro 2.. I was able to sync successfully.

Thank you again Jeff and to the others who took time to help with this issue.

@ShayneS @DannyBearAgain @jguerdat