Pro 5S 2k set up Uruguay: Not finding device

[PCJ2026]

Installed one Po 5S 2k today and unable to get the system to find the device during set up. Have tried via android phone and laptop (lenovo). Tried by putting samsung cell phone camera in front of the QR code and by the ethernet connection to the router. I am in Uruguay. What is the solution?

[PCJ2026]

Additional info. The directions are confusing. In the first instance they say attach to hub or station and in loooking further it says the router. So been trying both. When connected to the laptop after several minutes red lights flash on the camera. 

[StephenB]

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@PCJ2026 wrote:

Pro 5S 2k set up Uruguay: Not finding device

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Are you able to select Pro 5s when you "add device"?

AFAIK, Arlo does not support the camera in Uruguay.

[PCJ2026]

Thank you for the reply, Stephen. That is disappointing to hear. What support does AFAIK provide? How is it that the the reseller, Tiendamia, can sell a product to consumers in a country where support is not provided?  When I go to add device, there are several choices which include Pro 1-4 and Pro which has subsets including 6th generation models (incuding 5S 2k per online information). But, no connection occurs via the QR code or cable connected to computer. 

[StephenB]

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@PCJ2026 wrote:

When I go to add device, there are several choices which include Pro 1-4 and Pro which has subsets including 6th generation models (incuding 5S 2k per online information). But, no connection occurs via the QR code or cable connected to computer. 

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Normally Arlo blocks the install of unsupported devices by not allowing you to select them.

One thing to clarify - the USB cable does NOT provide network, it only provides charging.  So connecting the camera to the PC accomplishes nothing.  If you have a smarthub that supports the Pro 5s, then you can pair the camera to that smarthub.  Otherwise you need to connect it to your home wifi.

Are you getting a chime when you present the QR code?  If you are, then also check your router's attached device list and see if the camera shows there as connected.

[PCJ2026]

Yes, I get the chime after removing then replacing the battery, but in selecting the Pro series it tells me to insert the ether net cable to the smart hub... I don't have an ethernet cable or smart hub. Does it matter if AIFAK doesn't support Arlo cams in Uruguay?

[StephenB]

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@PCJ2026 wrote:

 but in selecting the Pro series it tells me to insert the ether net cable to the smart hub... 

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It sounds like you are not selecting the Pro 5s camera then.  Pro /Pro 2/Pro 3 require a hub.  Pro 4/Pro 5s/Pro 6 can be connected directly to your home wifi.  The workflow for those newer cameras will first look for a smarthub.  If it finds one, it will ask if you want to use it.  Otherwise it should skip directly to connecting to your home wifi.

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@PCJ2026 wrote:

 Does it matter if AIFAK doesn't support Arlo cams in Uruguay?

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AFAIK - As Far As I Know

It does matter, as you need a subscription to get cloud recordings.  And Arlo does not offer subscription in Uruguay.

• https://kb.arlo.com/000062249/Where-is-Arlo-Secure-available

[PCJ2026]

There it is. Okay. I've already advised Tiendamia that the product doesn't work in Uruguay, that they should not have offered it for sale here, and I need to return it for a full refund. Does AIFAK-Arlo 'monitor' where their products are sold and have a policy about stopping sales to countries where the product won't function? If not, they should. 

[StephenB]

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@PCJ2026 wrote:

 Does AIFAK-Arlo 'monitor' where their products are sold and have a policy about stopping sales to countries where the product won't function? If not, they should. 

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There is no such thing as AIFAK.  I used AFAIK in my first post - internet speak for "As Far As I Know"  

I'm tagging the mods - @JamesC , @BrookeN , @ShayneS - in hopes one of them will follow up on your question on managing distribution.

[BrookeN]

You need to purchase from an Official Arlo Retailer, for supported devices in your region. This list is where Arlo Secure is available, if it is not listed then we do not support that region at this time. 

https://kb.arlo.com/000062249/Where-is-Arlo-Secure-available

[Edinburgh_lad1 · Accepted solution]

It looks like Tiendamia sells stock offered by a third party, without holding any stock themselves. For example, it sells products from Amazon US, which is why you probably ended up with a camera meant for, and operational in, the US market. The simplest way to describe it is that you place an order on Tiendamia and they in turn place an order on your behalf on Amazon.

[PCJ2026]

Thank you StephenB, BrookeN, and Edinburgh lad for your knowledge. I am currently in contact with Tiendamia about returning the product. I appreciate the time you took to explain why the camera isn't functioning in Uruguay!