Connecting Arlo Pro 5S 2K to dual band WIFI (DECO model X80-5G)

[JOBEDD]

I'm having trouble connecting my new Pro 5S to my relatively new X80-5G router.  I have set the router to 2.4GHZ only and the Arlo app cannot find the camera.  App upgraded to new version before I tried to install.  I have tried multiple devices to install, done multiple resets, power cycled off the router.  Has anybody has similar problems?

[jguerdat]

Check to see if the router is assigning an IP address to the camera. Make sure you're using WPA2-AES encryption and not something involving WPA3. ALso ensure that no VPN is in use.

[JOBEDD]

Thanks for your reply.

I have checked all the troubleshooting provided by Arlo support without success.  Encryption is WPA2 and there is no VPN.  The router isn't assigning an IP address to the camera.   I haven't had problems with my Arlo cameras with other routers (Huawei B618 and Starlink) that's why I'm wondering whether there may be a setting on the Deco X80 that may be preventing connection.

[StephenB]

Do you have punctuation (including spaces) or special characters in the network name or password?

If you do, try removing them.

[JOBEDD]

No punctuation, spaces or special characters.

I've actually now managed to connect via setting up a guest network on the router (advice from Arlo support), although now the camera (while appearing on the app) will not complete setup.  My reply to Arlo support was met with a message that their server was down so maybe I need to try again later.  Thanks for the replies.

[JamesC]

JOBEDD,

At what point are you having an issue during onboarding? You say the camera appears on the app but will not complete setup, what exactly are you seeing?

JamesC

[JOBEDD]

The camera is on the Dashboard of the app but appears to be offline.  Clicking on widget and then going to device settings it says "Getting Status" and Connected to "Set up".   Clicking on "Set up" whichis in green just takes me back to the Dashborard.  If I click on the camera itself on this page it goes to device info.  It show product type and serial number but interestingly no firmware version.  If I click on firmware it says no updates available.   I've tried restart on this page but it starts and then sits in a loop going nowhere.

When I first managed to get the camera found by the router and on the app it failed at the "look for new firmware" stage.  It gave me the option to try again later.  Since then I haven't managed to get any further than what I have mentioned above.

[jguerdat]

Is there a red "!" for the camera in Devices? If so, click on that which may tell you setup needs to be completed. Follow that process and all should be fine.

I've had a few occasions where this happened due to unknown reasons that caused the installation to not complete but the device shows up anyways. The above has always allowed the process to complete.

[JOBEDD]

thanks for the reply.  I've tried clicking on the red !.  It goes to notifications and just says "connecting" continuously.

I'm now wondering whether there is a battery issue (brand new camera).  I charged the camera again yesterday in case it hadn't been fully charged.  I got the steady blue LED which I assumed was notification of a full charge.  After leaving the camera overnight the camera now has a flashing orange light which will not change even if the sync button is pressed.

[JamesC]

JOBEDD,

I've escalated the details of this thread, an agent will be reaching out to you to collect more information shortly.

JamesC

[JOBEDD]

Thank you.  I do have a open case with Arlo support on this issue.  Current advice is the remove the camera, do a factory reset and restart the process.   I am currently recharging the camera.

[yueh]

I am having an issue connecting to my wifi also; done all the trouble shooting and still can't connect my new Arlo 5S 2K to my Synology router!

[JOBEDD]

I'm afraid to say, I've given up trying to connect the Arlo Pro 5S to my Deco X80 router.  I have it set up at another location and it is working well using my Starlink router.  I would be interested if Arlo can solve your problem.  Is your router dual band?

[yueh]

Yes, dual-band; I tried turning off 5g, and still would not connect.

I might see if I can use my mobile hotspot (2.4 only) with the same SSID tomorrow at an offsite location, and use my tablet to initialise the connection.

[jguerdat]

Are you using any security measures such as MAC filtering that could prevent the onboarding to fail? DOes the router ever show an IP address being assigned to the camera?

[yueh]

No MAC address filtering; nothing is being blocked.  I tried turning off the mesh point, disable 5ghz, and still wouldn't connect.

Good news, I manage to get the camera set up by using my mobile phone as a hotspot (wifi on 2.4ghz, wpa 2 personal, samsung s22 ultra) and using the Arlo app on my tablet (samsung s8+); I will see if it will stay connected when I get home and switch the 5ghz as well.

I have to say I am a bit disappointed with the connection issue, as well the new Arlo 5 no longer has a magnet built in, so I can't use my Arlo 2 mount any more.