Another connection issues following a change of Broadband

[Craig_1970]

I changed my broadband provider to Sky FttP and my Floodlight (the only Arlo product I have btw) is no longer connecting via the app. With my previous Broadband supplier it connected without a problem

I confirmed my phone is connected to 2.4ghz band by shuting down the 5ghz band in the Max Hub app and confirmed in the router.io (See screenshot). Also changed the security to WPA2 as the router is wifi6.

When attempting to pair the device, the floodlight blinks blue and chimes with the QR code but fails to connect. Pressing the 'sync' button has the same result. I've tried this in the same room as the router and elsewhere in the house.

I've tried this with my laptop as well as my phone.

I've reset the router, forgotten the connection, setup the wifi on my phone again, disabled the 5ghz band, ensured there was only my phone as the connected device, set the security to WPA2 - still no luck.

Wierdly the motion sensor is working as the floodlight illuminates when movement is detected

Any help gratefully received

[StephenB]

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@Craig_1970 wrote:

Pressing the 'sync' button has the same result.

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Did you do the full reset (holding down sync until the camera LED flashes amber (~15 sec)?

FWIW, the easiest path was to configure your new router to use the same network name and password as the old one.

[Craig_1970]

Thanks for replying StephenB

Yes I've completed a full restore (amber flashing light) still the same result.

The previous SSID and password are no longer available so can't use those details.

[jguerdat]

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@Craig_1970 wrote:

The previous SSID and password are no longer available so can't use those details.

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As in you don't remember those details? If you do remember them, it would be as simple as editing the router's configuration.

That's a moot point anyway since you reset the camera.

[Craig_1970]

What's the technical response like if I phoned ?

[StephenB]

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@Craig_1970 wrote:

What's the technical response like if I phoned ?

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You've done everything support would suggest.

The camera is connecting to your wifi, so the question is why the app discovery isn't working.

You could try using the PC (my.arlo.com) again - making sure internet security and antivirus are turned off during the install.  If you can connect the PC with ethernet, then I also suggest doing that.

Make sure the camera is charged, as it can drain pretty quickly when it is looking for a wifi network to join.

[Craig_1970]

Thanks for the reply again  StephenB

I connected the laptop to the router via ethernet, turned off the virus security is turned off. Still no joy.

[StephenB]

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@Craig_1970 wrote:

I connected the laptop to the router via ethernet, turned off the virus security is turned off. Still no joy.

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Support could possibly help (though they will make you do all this stuff again).  

Reaching them with no cameras in the account will be hard though (even with a subscription).  I'm tagging the mods - @BrookeN , @JamesC , @ShayneS - so they can assist.

[Craig_1970]

So using the laptop (still connected via ethernet), I set up a hotspot using the laptop as the source - instant connection. So there is nothing wrong with the camera.

The only issue is this connection is sustainable.

[Craig_1970]

sorry not sustainable

[StephenB]

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@Craig_1970 wrote:

So using the laptop (still connected via ethernet), I set up a hotspot using the laptop as the source - instant connection. 

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So there is potentially a workaround.

Turn off your router wifi, and set up the hotspot to use your router's network name and password.  Then install the camera.

After that, turn off the hotspot and re-enable the router wifi.  The floodlight should reconnect to the router, and it should still be in the account. 

If for some reason it doesn't join the router wifi, then remove/reinsert the camera battery to reboot it. 

[Craig_1970]

So tried the workaround and whilst it connected using the hotspot set to the SSID and password of the router (through the ethernet on my laptop)  as soon as I switched the hotspot off and reverted back to the wifi, the floodlight remained visable in the app but remains offline both on the laptop and my phone.

[StephenB]

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@Craig_1970 wrote:

So tried the workaround and whilst it connected using the hotspot set to the SSID and password of the router (through the ethernet on my laptop)  as soon as I switched the hotspot off and reverted back to the wifi, the floodlight remained visable in the app but remains offline both on the laptop and my phone.

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Is it connected to your router wifi?

[Craig_1970]

Yes

[StephenB]

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@Craig_1970 wrote:

Yes

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Maybe try restarting the router?

Is there any chance that the router security settings are blocking the camera's ability to reach the internet?

[Craig_1970]

I've set the security to WPA2

I don't know what resetting the wifi will do. I've removed the connected device on the app now and tried to reestablish the hotspot workaround and now that doesn't seem to work.

[Craig_1970]

Update

So I've set up my mobile phone hot spot, connected my laptop to this network and as you can see the camera connects to the network but isn't found when the using the app via the laptop

If I don't get this resolved then I have to agree with the consensus of people who experience connection problems that Arlo products aren't that good and cancel my subscription.

[StephenB]

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@Craig_1970 wrote:

So I've set up my mobile phone hot spot, connected my laptop to this network and as you can see the camera connects to the network but isn't found when the using the app via the laptop

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Is this after doing a hardware reset of the floodlight?

Almost certainly this is not your issue, but just in case -

• you have the floodlight, and not the ordinary pro 3?
• and you are selecting the Wire-Free Floodlight?  You definitely don't want the wired floodlight (which for some reason is under "lights" and not listed under cameras).

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@Craig_1970 wrote:

If I don't get this resolved then I have to agree with the consensus of people who experience connection problems that Arlo products aren't that good and cancel my subscription.

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FWIW, I agree that there is too much friction with "add device".

[Craig_1970]

Yes the floodlight is hard reset (amber light) everytime I attempt to connect to it.

I don't know if this is significant but during the 'finding device stage' the blue light flashes then speeds up, then flashes amber before going out completly then followed by a a 'could not find any devices' message on the app?

Yes this is the Pro 3 Floodlight non wired version. I have been navigating to 'Light' and not 'cameras'

Interestingly though, if I navigate to 'cameras' and select the 'pro series' it directs me to the same place

[StephenB]

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@Craig_1970 wrote:

I don't know if this is significant but during the 'finding device stage' the blue light flashes then speeds up, then flashes amber before going out

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This indicates a connection error of some kind during pairing.

• https://kb.arlo.com/642/What-do-the-different-LED-behaviors-on-my-Arlo-camera-mean

Definitely a puzzle.

Is the router set up to allow any device that connects to reach the internet?

[Craig_1970]

I've turned the router's firewall off completely as well as virus protection and McAfee firewall on the laptop.

[StephenB]

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@Craig_1970 wrote:

I've turned the router's firewall off completely as well as virus protection and McAfee firewall on the laptop.

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What about other access controls?

[Craig_1970]

Such as?

[StephenB]

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@Craig_1970 wrote:

Such as?

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mac access controls, or other similar settings which might default to not allowing newly joined devices to reach the internet.

What is model of your router?

[Craig_1970]

Its a Sky Max Hub router