Betreff: Having trouble to connect to SmartHub during Arlo PRO 3 installation. Case Number: 41819456

[PapaC]

Bought the Arlo Pro3 VMC4340P last month and was never been able to get the connection with the Smarthub work during the installation.

Have tried the following;

•  Connected the LAN cable o the Smarthub, then powered it ON.
• The LED will stay in Red(Amber) for about 30 sec , then turned into Solid Blue and then turned to Blinking Amber light after 30 sec.  *this is likely to be the Internet connection issue..

• After tried to used different LAN ports on the Asus Router (RT-AC88U) and also replacing the LAN cable finally get the Smarthub router now showing solid "Blue"..However; was not able to get the Connection between the Arlo mobile App and the Smarthub to work, even; followed the instruction to performed 'Hard' reset.

• Tried contacting the Arlo Live CHAT, and after briefed the Technician on the problem symptoms, the CHAT closed 'Automatically' and the multiple attempts to reconnecting the CHAT failed..
• Received an 'PLEASE DO NOT REPLY TO THIS EMAIL.' notification from Arlo service center basically tell me a to check again on the 'self-help' information on their Website..Which I actually did before contacting their Service helpdesk..
• Tried to chat with them again today, and the screen shows I was in Queue #4 in line, however; just before the Queue number change fro 2 to 1 (my turn) the CHAT dropped automatically again..

I'm actually a bit regret now on making the purchase *which is costing more than a thousand SG dollars...while, most of the reviews did shows this is a good product (and easy installation ?) but for those unlucky one liked myself 😞 .. the Support service level provided by Arlo is just not for on par with the premium price that I've paid for...

Regards,

Papac

•  

[JamesC]

PapaC,

I've opened and escalated a support ticket detailing the concerns you've provided here. An agent will be reaching out to you to collect more information as soon as possible.

JamesC

[PapaC]

Thank you James,

[Benkebona]

I have EXACTLY the same problem but with the Arlo 2 pro. Router is ASUS RT-AX88U. 

[jguerdat]

Make sure you're not using a VPN.

[tony_2018]

I hope you're not having internet issues when trying to set up the base station. 

- Are you connecting to the same wifi router the base station is connected to?

- Is your internet stable? (needs this to download any new firmware for the base station and cameras during the 1st initial setup)

[Benkebona]

Thanks. Used my computer instead via cable and everything is working now. Thanks!

[Benkebona]

It was the VPN on my iPhone that was messing things up. Used my computer instead. Everything is up and running now.