my Pro5 2k wont connect

[trueblueozzie]

ive just bought a 2nd pro5 2k camera but for some reason i cant get it to hook up to my app . it does all the right  , its charged up  the blue light is flashing goes off when it looks at the QR code but thats as far as i get . The other camera is also a Pro5  2K .would that be a issue ? thanks for any help.

[jguerdat]

The other cameras isn't the issue. You should get a chime when scanning the QR code - do you hear it? Try a reset:

https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

[trueblueozzie]

yeah i got the chime your referring to  but still nothing . I did try resetting it but still nothing .

[StephenB]

---

@trueblueozzie wrote:

yeah i got the chime your referring to  but still nothing . I did try resetting it but still nothing .

---

After the chime, look at your router's attached device list, and see if the camera is listed there.

[trueblueozzie]

well after looking for it  i finally found it on the list and theres a tick there saying that its connected but still not having any luck in doing such thing . When i do the start up process the 2 red lights flash for a sec then the blue 1 flashes like i meant to .it is charged up so im guessing thats not the problem ? Any more thoughts  ?

[trueblueozzie]

the link speed is 86.667 mbps if that is worth anything ?

[StephenB]

---

@trueblueozzie wrote:

well after looking for it  i finally found it on the list 

---

That suggests the problem is with discovery (finding the camera after it connects to your wifi), and not the network connection itself.

Have you tried doing the install from a PC browser (my.arlo.com).  That sometimes works when the app fails.  If you can connect the PC to the router with ethernet, that would be ideal.

[trueblueozzie]

yeah ive tried connecting it several times via the PC  browser but it still wont connect  but when i check  my modem it says that it is connected

[StephenB]

---

@trueblueozzie wrote:

yeah ive tried connecting it several times via the PC  browser but it still wont connect  but when i check  my modem it says that it is connected

---

Try resetting the camera by opening up the housing and pressing the sync button until the LED on the camera face flashes amber (~15 sec).

Is this a new camera?  Or a used purchase?

[trueblueozzie]

yeah sorry to be a pain but ive tried that sync button trick .it flashed amber . Its a new camera . i even tried changing the battery with a fully charged one on the other camera just to make sure that wasnt the problem but still no good  , would i have to change my plan to be able to get the 2nd camera to operate ? (just a thought ? )

[StephenB]

---

@trueblueozzie wrote:

would i have to change my plan to be able to get the 2nd camera to operate ? (just a thought ? )

---

No, the install doesn't require a plan.

You could reach out to Arlo support using the support center in the app.  But if you are still in the return window for the camera, it might be simplest to try exchanging it.

[trueblueozzie]

yeah thanks for your help fella's i might just give this up as bad joke and try for a exchange camera as ive tried everything suggested but still no result  again thanxs again.

[ShayneS]

Hi @trueblueozzie 

I can also escalate this to the support team if you would like that. Please let me know.

Thanks

[trueblueozzie]

yeah thanks for your suggestion but i think i'll just give it up as a bad joke and dont worry about all the hassles . Im sure theres other  products on the market that dont cause this much grief in setting them up  .. cheers.

[trueblueozzie · Accepted solution]

just a quick update .. i finally got it to work after 2 days trying to .. i'm not sure what clicked into place but what ever it done its worked , thnxs again for your suggestions. cheers.

[ShayneS]

@trueblueozzie 

Thanks for the update, don't hesitate to reach out if you have any additional questions. I'm going to close this thread.