Arlo pro cameras won’t sync to new network and continue to disconnect my phone from netwrk

[Johnsy]

Hi. I moved my 3 Arlo pro 4 cameras to a new house and Wi-Fi network. In attempting to sync them, they continually disconnect my phone from my wifi network during the process. I am able to get the blue light blinking after pressing Sync button but then when using the QR code to connect to network it “unable to connect” and I notice my phone is then disconnected from my home network. This requires me to log back in and recenter my Wi-Fi network password which is usually saved. 

any idea? I can’t figure out how to call Arlo together back on their monthly service plan to get phone support.

[ShayneS]

Hi @Johnsy 

I have escalated this for you and Support will be reaching out as soon as possible.

[Rairr]

I am having the same problem with my pro 4 cameras.  What can I do?

[ShayneS]

Hi @Rairr

I see two devices are currently onboarded. Are you trying to add another device? 

[Rairr]

I had 3 devices set up originally.  I needed to change my network.  My router has a 2.4 and 5 ghz capability.  I followed the instructions and after scanning the barcode there was no chime and I was unable to join.  I then tried to remove the device and re install.  Still not allowed to join.  Each time I tried my internet would drop and I would have to go to setting find my network and put in a my password again.  Should I just upgrade to the pro 5s cameras?  If I do that, will they connect easily with the 5 ghz network?

[StephenB]

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@Rairr wrote:

I had 3 devices set up originally.  I needed to change my network.  

FWIW, the easiest path would have been to use the same network name and password on the new network as you used on the old one.

Have you tried "add device" on both the phone and a PC browser (my.arlo.com).?

If you have special characters (punctuation or accented characters, spaces) in the network name and password, then try removing those before the doing the "add device".  Also make sure that the router allows WPA2 (AES) connections.

If you are using a VPN on the phone or PC, then make sure that is disabled before trying to do the "add device".