Pro 4 will not connect

[ATaylor]

Having a horrible time getting our cameras to connect! 
how do I talk to a human?

[jguerdat]

You'd need to have one camera connected for access to support. Tell us full details about what you have and how you're trying to set it up. Are you connecting to a SmartHub or your router?

[JamesC]

ATaylor,

At what point during setup are you experiencing an issue? Do you see any error messages?

JamesC

[jennifrog]

I am having a similar problem.  I have one Pro 4 that has been hooked up for a few months.  Bought a 2nd one and am trying to set it up - but the camera is never "discovered" - via app on phone or via web.  I get past the QR code/chime, and then if spins for awhile trying to locate the device, and then fails.  I'm in the US - is there a customer service number to speak with someone?

[JamesC]

jennifrog,

Is there anything different now than when you set up the original camera? (has your network changed, different mobile device, etc.)

You might consider factory resetting the camera and then trying the onboarding process again: https://kb.arlo.com/000062438/How-do-I-factory-reset-my-Arlo-wire-free-camera

If you would still like to reach out to support, you can find details for doing so within the mobile app under Settings > Support

JamesC

[synergy914]

Have the same problem and when I connect to customer service, they have someone call back that is not with the company, seems like a scam asking me to pay for another service never mentioned when purchasing cameras. I'm going to return these and buy something else, which I suggest everyone does that has this problem. I have never contacted and not have someone reach out via email to see if the problem was resolved. worst customer service. 

[StephenB]

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@synergy914 wrote:

Have the same problem and when I connect to customer service, they have someone call back that is not with the company, seems like a scam asking me to pay for another service never mentioned when purchasing cameras. 

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How did you reach support?  There is no way to reach Arlo support other than through the app or my.arlo.com - and that unfortunately requires that a least one camera be onboarded to the account.  The mods ( @JamesC , @ShayneS ) can assist you in reaching the real Arlo support if you can't onboard.

It sounds like you googled for support, and then got connected to a scam site.  Arlo support won't ask you for a payment.  https://kb.arlo.com/000062119/How-can-I-avoid-Arlo-support-scams

[synergy914]

I actually was able to connect one (1) camera out the three (3), when the problem occurred, I contacted customer support through he website and was informed they would have someone call be me back Tech support. Thats when the real problems began with  scam callers. Doesn't make sense but it happened. 

[StephenB]

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@synergy914 wrote:

 I contacted customer support through he website and was informed they would have someone call be me back

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https://www.arlo.com/en-us/support/contact ???

Or some other site?

[JamesC]

synergy914,

I don't see any open support tickets with the Arlo support team associated with your account. To contact support, you must do so through the Arlo mobile app.

When you attempt to connect the other two cameras, what behavior are you experiencing? At what point do you see a problem?

JamesC