Can’t connect

[YZ42]

wondering if anyone can help. 

just upgraded from the essential camera to the pro 5, the app updated to the newer version to support camera (i think)

tried connecting and it just times out when searching. 

i’ve tried my iphone, my wife’s iphone, a pc, a laptop. i’ve tried creating a hotspot and nothing works, i’ve taken the camera back to bunnings and swapped thinking it was faulty. i created a guest login at 2.4ghz through Telstra and nothing works. the support team are hopeless and told me it will go to the next level but hear nothing back, so thought i would try here. any ideas would be appreciated.

never had a problem with previous essential cameras 

[StephenB]

Did you try a hard reset of the camera?  (Hold down the sync button until the camera flashes amber).

[YZ42]

yeah tried that too 👍 

[StephenB]

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@YZ42 wrote:

yeah tried that too 👍 

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Ok.

After you get the chime from the camera, try checking your router's attached device list.  See if that camera is shown there.

If it is not listed, then the camera wasn't able to join the wifi network.

If it is listed, then the issue is that the app isn't able to discover the camera for some reason.  One easy step you can try in this case is to turn off mobile data on your phone before onboarding.

[YZ42]

thanks Stephen, i’ll give that a go 👍 

[YZ42]

Hi Stephen, tried it and the camera doesn’t come up in the list of networks 

[YZ42]

finally got it to work, the only thing that was different as i tried mobile data off once before but i un highlighted the apple home setting in the arlo settings (through phone settings) whether that had anything to do with it or there’s a storm coming i don’t know haha, but thanks for your help 

[StephenB]

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@YZ42 wrote:

finally got it to work

Great.

FWIW, onboarding is often much harder than it should be.  Something Arlo really should fix.

[YZ42]

yes absolutely! never had a problem until now but thanks for your help 👍