Can’t add new floodlight

[Scotte1975]

I had an Arlo floodlight for the last 2 years or so all worked fine until it fell down and had to be replaced, I bought a replacement but it won’t join my wireless network I scan the QR code and nothing happens.  I have a Sky home hub and it works on both 2.4 GHz and 5GHz on the same SSID this is the same hub that was in place when the original floodlight was setup.  I’ve tried creating a separate SSID for 2.4GHz and forced the iPhone I’m using to setup the device to use that new SSID but the floodlight still won’t detect from the app, I’m a infrastructure professional by trade so I’m quite confident the config I did in the router was successful, any ideas would be greatly appreciated - currently digging out a 10 year old iPad to try on a device that probably only uses 2.4…

[Scotte1975]

Update - tried really old iPad still got the same issue

[StephenB]

Are you hearing the chime after the QR code is scanned?

If you are, then also check to see if the camera is in the router's attached device list.

[Scotte1975]

Yes hearing the chime then nothing happens blue flashing light stops flashing then device isn’t detected, no obvious sign of the floodlight joining the network on the router list of connected devices I have a couple of unknown devices though how do I check MAC address of floodlight?

[StephenB]

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@Scotte1975 wrote:

Yes hearing the chime then nothing happens blue flashing light stops flashing then device isn’t detected, no obvious sign of the floodlight joining the network on the router list of connected devices I have a couple of unknown devices though how do I check MAC address of floodlight?

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I don't recall if the MAC address is printed on the label inside the camera or not.

One (likely faster) option is to take a screen shot of your connected devices before you do the install, and then see what changed later on.

It'd be useful to know if the problem is that the floodlight can't join your wifi network, or if the problem is that the app can't discover the floodlight after it joins.

Also, you might try adding the floodlight using a PC (my.arlo.com).  If you can connect the PC to the router with ethernet, then I suggest doing that.

[Scotte1975]

Thanks I’ll try the PC option, this is the second new floodlight that has done the same thing I returned the first as I thought it was faulty, I suspect that since I installed the original floodlight Sky have updated my router remotely to add 5Ghz support, the original floodlight that I had to replace because some birds knocked it down installed fine first time

[BrookeN]

@Scotte1975 thank you for proving that information. Support will be reaching out to you as soon as possible. 

[Scotte1975]

Unfortunately it seems as if the floodlight is basically incompatible with my Sky Q hub, which is strange because it’s the same router I had previously set a floodlight up on. Tried having Sky configure 2.4Ghz for me but still the same issue. Having to request a refund 

[StephenB]

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@Scotte1975 wrote:

Unfortunately it seems as if the floodlight is basically incompatible with my Sky Q hub, which is strange because it’s the same router I had previously set a floodlight up on. 

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• Did you try "add device" for both the app and a PC (my.arlo.com)?
• Did you check that WPA2 (AES) connections are allowed in the router (not requiring WPA3)?
• Any VPN on the phone or PC also need to be disabled before the install.  Sometimes disabling AV and internet security software on the PC is needed.

If you are getting to the "chime" step, then look at the router's attached device list, and see if the camera is connected to the hub wifi.

[Scotte1975]

Hi,

im getting the chime, but the floodlight then won’t connect to my wireless network, it doesn’t appear in the connected devices list on the router.  Authentication is set to WPA2-PSK (AES), I do t have a PC I can use to do the setup only phone/tablet

[Scotte1975]

Also not using a VPN on my IPhone 

[StephenB]

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@Scotte1975 wrote:

Also not using a VPN on my IPhone 

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Ok.  One last thing would be to try the hardware reset.  The process is to open the camera and hold down the sync button inside until the LED flashes amber (~15 seconds).

[Scotte1975]

Already tried that multiple times

[StephenB]

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@Scotte1975 wrote:

Already tried that multiple times

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 Exchanging the camera might be the next step then.

[Ranks115]

having the same problem. With this last cold snap - my camera went off-line. Wireless camera. Can get the chime, but then the camera is not detectable and can’t be added to my system. I don’t wanna have to buy a camera every two years. Any suggestions?