Pro 5S cannot be detected by wifi

[Kllee]

Hi,

I’m from Singapore and I got the cameras for office security. I’m having problems with not being able to add the camera after I tried the Helpdesk suggestion of removing the device after it’d stayed offline are the firmware upgrade. And I’m concerned because it seems like StarHub and Arlo just cannot connect. The last I saw of any discussions was back in 2020. Any updates since?

[JamesC]

We've received reports that some users in Hong Kong and Singapore are experiencing this issue. We will be reaching out to you via email with further instructions and status updates regarding this concern.

Thank you,

JamesC

[JamesC]

Kllee,

From your description it sounds like you were successfully able to sync the camera at first, but you've removed the camera to troubleshoot an offline issue? If you've removed the cameras from your account, you must factory reset before attempting to add them back.

Follow the instructions here and then attempt to sync the cameras to your account again: https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

Note: Be sure the cameras are fully charged before factory resetting

JamesC

[Kllee]

Hi James, I’ve done that ENDLESS number of times. Your LiveChat team had exhausted all the possibilities and concluded it was faulty. I had it changed but it was the exact same problem. Coincidentally, I’d read about the many posts from Singaporeans who are on the ISP, StarHub, whose units bricked after updating their firmware, which describes my situation exactly.

[JamesC]

Kllee,

After completing the factory reset, what happens when you attempt to onboard the camera?

JamesC

[Kllee]

It just keeps searching in vain for the cameras

[WilsonLai]

I am from Hong Kong and I encountered the same problem.  No fix at all yet.

[WilsonLai]

I am from Hong Kong and i followed the app instruction to update the firmware.  Afterwards, it failed to connect to the Wifi router.  I tried to remove and add back the camera for troubleshooting, and then the Pro5s cannot be detected by WiFi.  I have tried more than 20 times to reset and add, and problem still persist.  Any solution?

[StephenB]

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@WilsonLai wrote:

the Pro5s cannot be detected by WiFi.  

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Double-check that

• the WiFi is set to WPA2 (AES) security
• there are no special characters or spaces in the wifi network name or password
• that the phone is connected to the same wifi network

Also, try using a PC (my.arlo.com) to onboard.  That sometimes works when the app fails.

[JamesC]

We've received reports that some users in Hong Kong and Singapore are experiencing this issue. We will be reaching out to you via email with further instructions and status updates regarding this concern.

Thank you,

JamesC