Add Arlo Pro cameras fails at Naming Camera

[Jayp54]

I have been running several Arlo and Arlo cameras for years with minimal issues. I am trying to add 2 more Pro cameras and they keep failing at "Naming Your Camera". They are found but with both they fail. The firmware on the base in up to dat according to the app. I have tried:

1. resetting cameras

2. restarting base station

3. switching from 5g to 2.4g only on my network ( a mesh network)

4. adding a stand alone router and connecting through that on 2.4g network

Any thoughts/ideas/fixes would be greatly appreciated.

Jay

[BrookeN]

Our development team is still currently investigating this. We do apologize for the frustration. I will update the community soon as possible. 

[jscunningham]

I tried again by pressing the sync on the base station then on the camera. Both did the blue fast blinking like it added the camera but the camera is not visible in the app. 

[BrookeN]

@jscunningham I would try to do a reset of the basestation and add the camera's back on. 

[jscunningham]

Nope! Theres 9 other cameras still connected to that base and none are easily accessible. I’m not risking the rest of them being g bricks because Arlo can’t get their firmware updated. 
I’ve tried connecting 5 different cameras of 3 different versions to 3 different bases and none are working. 2 are brand new out of the box. 

[Bowser13]

I’m still in the same boat.  Three different generations of cameras, none of which can be connected because of their software issues.  Some are still brand new in box such as the ultra 3.  
two and a half weeks and still no updates or solutions.  

[mtomei]

I have the same situation although I’m trying to add a first gen Arlo camera. My Arlo app got updated today so I thought it would work but nope. I thought perhaps the cameras are just too old but they are still listed as a device you could add when adding devices through the app. But same problem, finds the device but fails at the naming step. I have a bunch of newer cameras but I think I’m done with Arlo, might be time to throw the whole Arlo lot on the electronic recycling pile. 

[T18errt]

I’m having the same issue. 

[GreyLadyRain]

I am also having the same issue where the device is found but cannot name, just get timed out. Really don’t want to try a reset as then all the devices may not come back. I have two cameras working just fine.

[Bobloon]

I have 25 cameras and this problem started a couple of weeks ago. Tech support was not able to resolve the issue. May be time to advise the world and move to another camera system that is functional with good tech support.

[HFaught]

Add me to that list. I can no longer add a camera that was previously connected after the battery ran low. It fails at “naming the camera “

[BrookeN]

Our development team is still currently investigating this. We do apologize for the frustration. I will update the community soon as possible. 

[MM2446]

Thank you for the up date.

[QuintusPre]

Yes, thank you! Please keep the updates coming. This is a serious problem for many of us and I suspect anyone who buys a new camera or seeks to re-install a previous one!

[Saint618]

Same issue here. Connected the first 2, third gets stuck on renaming. I really don't want to factory reset the hub and wind up with zero functioning

[BrookeN]

Can you all please try the following steps:

1. Insert battery in one camera.
2. Open App and start adding camera
3. #1 and #2 could be any order
4. Make sure other cameras which are not onboarded, doesn't have battery installed.
5. complete onboarding.
6. If it fails then get the App and BS logs.
7. Try same steps from browser app to see if it has same issue.
8. Rename camera

[Bobloon]

What are "BS Logs"

[jguerdat]

BS = Base Station

Not sure exactly what was requested - logs are created by going to Settings, About and tap the Version line at least 7 times. This will cause the app to create a log file that can be emailed to support.

[zhiyiyang]

I bought 2 pro 3 cameras, because of the naming time out issue, i had to return them. I also bought 3 arlo essential camera 3 rd generation, I was able to add one to the smarthub 4540 on May 13th, but not after a few days later. The other two could not be added to the smarthub because of timeout issue. all the 3 camaeras can be added to the wifi directly. I was asked to reset the bub abd re add the camera, but I could end up with no cameras addedto the smart hub. it is definitely a firmware issue.

[GreyLadyRain]

What do you mean in step 7 when you say try the same steps from browser app?

[BrookeN]

A browser on a pc or laptop. 

[Dp-777]

Can you confirm your engineers are actively working on this issue?? This is supposed to be premium cameras and issues like these need to be resolved asap. I only have few days before having to return my cameras.

[BrookeN]

We are actively working on this, it is a high priority for us. 

[GreyLadyRain]

Hey all….I just retried the straightforward adding a camera and naming in the app and it worked!!!!

[GreyLadyRain]

I just tried to add a camera and renaming it worked after failing to rename it for a week. Camera is showing no problem. Just used the usual app. 

[zhiyiyang]

Having seen successful messages, I tried the same process as before and all my Arlo Essential Cameras 3 rd generation worked. Thanks. Finally the problem is resolved. I wish I had not returned the two Arlo pro 3 cameras.

[zhiyiyang]

Adding the arlo pro 3 and essential 3 rd gen camers to smart hub are working now, but setting up port forwarding from the app stopped working. The app can not get the internal ip address, internal or external ports.

port forwarding status is always showing getting status. BTW, I do not have homekit.