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I am adding one or two Pro 5S 2K cameras to an existing system with 6 Pro 4 cameras already installed and operating. This system currently has 2 Arlo Hubs (3 cameras on each). I have encountered 2 issues ...
1) I wanted to add the first Pro 5S to Hub 2, but they would not sync. It did sync with Hub 1. Both hubs located together, camera not 5 feet from either. Did full reset on camera 3 times. Curious why one hub and not the other. Both have latest firmware.
2) More serious, the Dashboard display will only display the 6 Pro 4 cameras, while the Devices display shows both the Pro 4 and Pro 5S models. Same situation on both PC and Cell app. Bug? Or is there an update to the app?
Thanks!
Lyn
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Yes indeed, I forgot that step. Thanks for the reminder!
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@LNA_Lyn wrote:
2) More serious, the Dashboard display will only display the 6 Pro 4 cameras, while the Devices display shows both the Pro 4 and Pro 5S models. Same situation on both PC and Cell app. Bug? Or is there an update to the app?
Did you add the widgets for the Pro 5 cameras to the dashboard? Or did you forget that step?
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Yes indeed, I forgot that step. Thanks for the reminder!
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The first problem still remains - neither of the new cameras will link to Hub #2 - but they both connect to Hub #1`. Again, that's not a huge problem in itself, but the problem that IS huge is that neither camera will trigger automatically. I have ALL the same settings on all 8 cameras, it's only the two new Pro 5S units that don't work correctly. And of course there is no "Feed" from them.
I can trigger them manually, and they do record. But neither audio nor video motion will trigger them.
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What model is hub #2?
Is the not recording issue only when connected to hub #1? Have you tried connecting to your WiFi instead for testing?
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Smarthub #1 and #2 are the same - model VMB4540r3 and have the same firmware, v1.24.0.1_1528_8938370.
As I said, the new Pro 5S cameras do pair with Hub#1 but will not pair with Hub#2.
Even though paired with Hub#1, they will not auto-activate on either motion or sound (even though they are both set to do so).
Both cameras have been through the full reset process.
Ideas?
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I'd use Settings, Support to choose the camera and scroll down to Contacts to see what official support may offer. Be aware that they may want you to remove hub #2 from your account for starters so you should just go ahead and do that before they ask. It's also possible that they will want you to remove hub #1, too, but let's avoid that discussion.
Also, to be clear, even with the cameras connected to WiFi or hub #1, your settings show that you have a subscription that includes them, correct?
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I am contacting Support.
Yes, all cameras are included in my subscription. For the two new cameras, it says:
Trial ends August 23, 2024"
Maybe they messed that up ... somehow.
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Tech support came through for me, and all cameras are now recording.
We still have the issue with Hub #2, but we can work around that.
Thanks to the support team!
Lyn
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