My Arlo Account does not list any of my cameras, so I can’t factory reset

[PMH1980]

My Arlo floodlight camera needs to be re-installed as I’ve changed my WiFi connection. The device is not found when I try to install it, so I understand it needs a factory reset and I need to do that via my Arlo account. The instructions say once logged in to my account to select ‘Devices’ and ‘Remove Device’ for the specific camera. However, these options do not exist in my account - there is no menu option ‘Devices’ and I cannot see a way to view my devices. However do I get this working? 

[StephenB]

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@PMH1980 wrote:

My Arlo floodlight camera needs to be re-installed as I’ve changed my WiFi connection.

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The simplest way to handle this is to set up the new WiFi to use the same network name and password as the old one.  Then none of your devices need to change their setup.

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@PMH1980 wrote:

 The instructions say once logged in to my account to select ‘Devices’ and ‘Remove Device’ for the specific camera. However, these options do not exist in my account 

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Do you see "Library" in your app menu?  Or do you instead see "Dashboard" and "Feed"?

Are you using the primary account (the one used to install the camera before)?  Or are you using a shared account?

Are you logging into

1. the app
2. the web browser on a PC or
3. the web browser on a tablet or phone?

[PMH1980]

Thank you for your reply Stephen. When my WiFi changed I did keep the same WiFi network name and password but the camera refused to reconnect to it (just said the camera was disconnected in the app). What’s the solution to that without reinstalling the camera?  Without being able to connect to the camera, I couldn’t seem to be able to do anything to it without removing it and reinstalling, but perhaps I was missing a trick. 

The ‘My Arlo’ website has now stopped working for me entirely, I just get the Arlo logo and nothing else. It may be that their website is down. 

[StephenB]

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@PMH1980 wrote:

Thank you for your reply Stephen. When my WiFi changed I did keep the same WiFi network name and password but the camera refused to reconnect to it (just said the camera was disconnected in the app). What’s the solution to that without reinstalling the camera?  

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Did you try removing/reinserting the battery?  Then charge the camera, as there is a lot of power drain when the camera can't connect to the network.

Also, is the wifi security still set to WPA2 (AES)?

[PMH1980]

It was the same router with the same security setup, and I actually had to buy a separate battery charger as it got too low for the camera itself to recharge it (it wouldn’t go above 6% after a week of trying). Arlo seem to like you to keep spending money! Just outside the warranty period of course. 

The camera is now ‘found’ in the app luckily (it randomly worked on the 5th attempt), so at least it’s installed now. 

Thanks for your help!