app connect failed

[brad78]

Hello, I just bought 5s 2k and smart hub from amazon but I couldn't find the camera model in my app.

I searched the community but was frustrated that I could't find the answers.

The reason why I also bought smarthub is to connect apple home not using any subscription plans.

1. If I download the Arlo app from US App Store, can I register the camera?

2. Do I need to buy another Arlo camera? (this is the worst case)

Please help me, Guru.

[StephenB]

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@brad78 wrote:

I couldn't understand your question below by the way:

Before we proceed - are you now seeing "Feed" and "Dashboard" in the app (or my.arlo.com)?  Or are you seeing "Library"? 

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Your account either shows you "Library" or it instead shows you "Feed" and "Dashboard".

This matters because I am thinking you should NOT attempt to move your old cameras and hub to a new account.   That is because a lot of folks are saying that they cannot reinstall their older devices.

If you see "Feed", then you could use the "Friend" account feature to share the Pro 5s with your existing account.  But if you have "Library" then that will not work.

[StephenB]

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@brad78 wrote:

If I download the Arlo app from US App Store, can I register the camera?

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Not exactly.  What you need to do is create the account when connected to a VPN server in the US.  Then disconnect the VPN and you should be able to add the camera.

Note the Apple Home support does NOT include Home Secure Videos, so you will need to use the direct access to local storage feature of the smarthub in order to access local recordings.

[brad78]

hello, stephen.

first of all thank you for your reply. actually I was waiting for your reply.

I sorry to ask you again but the account is Arlo website? Please check my understanding is correct.

1.  I need to generate new account in Arlo website using VPN with US region.

2. disconnect VPN

3. open app and connect with cameras

   ( at this moment I need to find Arlo 5 2k camera on the list, right?)

I am using very old version of Arlo cam and hub about 10 years old so now I am very confusing to use the new one.

I really appreciate your help, Guru.

[StephenB · Accepted solution]

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@brad78 wrote:

I am using very old version of Arlo cam and hub about 10 years old

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That does make a difference.  If you keep one account,  you'll need to remove the cameras and hub from your current account and then add them back to the new one.  Unfortunately a number of users have found they can't add back their old equipment.

Before we proceed - are you now seeing "Feed" and "Dashboard" in the app (or my.arlo.com)?  Or are you seeing "Library"? 

[brad78]

Hello, Stephen.

I newly bought a new VMB4540 and Arlo pro 5 2k cameras. I will replace my old one to this new model.

and I am going to generate new account using VPN. my story starts here.

in my understanding,

1. I need to generate new account using VPN to get US region. is it right?

2. do I need to download new Arlo app from US apple App Store? or is it okay to log-in with new account on my  current Arlo app? I am little but confused here.

3. do I need to disconnect VPN when I log-in?

3. then can I find Arlo pro 5 2k camera model in the app?

I couldn't understand your question below by the way:

Before we proceed - are you now seeing "Feed" and "Dashboard" in the app (or my.arlo.com)?  Or are you seeing "Library"? 

I really thank you for your reply.

[jguerdat]

1) Correct. ANd you need to use the VPN during the whole system setup. Once set up, you can disconnect the VPN. Be aware that you also need a credit card from the country that the VPN is connected to.

2) No. The same app is worldwide but your account's region determines whether certain features are available, such as the specific camera models.

3) See #1. Once the system is set up using the VPN, that will no longer be necessary.

4) If the VPN is connected to a country (such as the US) then the Pro 5S cameras will be available to connect.

To summarize, connect with a VPN to the US or other supported country. Set up a new account, add your hub and then connect the cameras. Use a US (or one from whatever country the VPN is connected to) credit card to pay for the appropriate subscription once the cameras' trial subscription expires. Disconnect the VPN and use your normal internet access to login and control your system.

As to the question about Feed or Library, the current app support two different interfaces. The old one uses Library to view recordings while the new one uses Feed. Since you will be creating a new account, you will automatically get the new interface that uses Feed. Your old system may or may not be the same, depending on various issues.

[StephenB]

---

@brad78 wrote:

I couldn't understand your question below by the way:

Before we proceed - are you now seeing "Feed" and "Dashboard" in the app (or my.arlo.com)?  Or are you seeing "Library"? 

---

Your account either shows you "Library" or it instead shows you "Feed" and "Dashboard".

This matters because I am thinking you should NOT attempt to move your old cameras and hub to a new account.   That is because a lot of folks are saying that they cannot reinstall their older devices.

If you see "Feed", then you could use the "Friend" account feature to share the Pro 5s with your existing account.  But if you have "Library" then that will not work.