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. 

[zhiyiyang]

Port forwarding started to work for me now. Thank.

[BrookeN]

Thank you for the update and letting me know you were able to onboard the cameras successfully. 

[zhiyiyang]

Reseting the smart hub and onboarding cameras worked, but the smart hub keeps going offline, New problem!

[zhiyiyang]

Reseting the smart hub and onboarding cameras worked, but the smart hub keeps going offline, New problem!

[zhiyiyang]

resetting the smarthub the second time looks line so far.

[MM2446]

Cameras connected with ease. 
Thanks again for getting this fix completed.

[BrookeN]

Thank you for all the updates as well as your patience as we worked on the fix. It is highly appreciated and I am happy to hear that you were able to install the devices. If you have any other questions, please let me know. 

[BrookeN · Accepted solution]

This behavior should now be resolved. If anyone is still seeing this behavior, please reach out to me. 

[Loreto]

My camera fails onboarding at the renaming phase. It hangs. 

I reset both base stations andcanera

[BrookeN]

Let me look into this, I will reach out to you as soon as possible. 

[QuintusPre]

I can report that the problem was solved for me. I tried on-boarding two separate cameras to two different bases and both worked!

[BrookeN]

@QuintusPre thank you for letting me know. 

[Hardhat12]

Is this still an issue? My doorbell is up and running but can’t add any ultra 3rd gen cameras

[BrookeN]

@Hardhat12 when you try to add them what part does it get to? Is there any errors?

[Hoysala]

I rebooted the base station and updated the Arlo app to the latest version available as of today. When I try to add a new device, the app successfully recognizes the Arlo Pro camera and completes the sync process. However, it gets stuck on the camera naming step, continuously loading, and eventually fails without completing the setup.

[BrookeN]

@Hoysala what was the timeframe of the failure. Are you trying to onboard multiple cameras at once or within a short period of time? 

[BrookeN]

Can you try to reset the basestation, re-add it to the account and then re-add the cameras and see if that resolves the behavior you are seeing. 

[Hoysala]

The issue started after I removed the battery for charging. Once I reinserted the fully charged battery into the camera, the Arlo app was no longer able to recognize the device. As a result, I removed the camera from my Arlo account and am now attempting to add it back as a new device. I am currently trying to onboard only a single camera. Now, the Arlo app is recognizing the camera and syncing is successful. However, it is failing with next step for naming the camera and I don't see option to skip naming step.

I also tried to add device from the web account and it is failing during the naming step.

[BrookeN]

You will need to reset the basestation and then re-add the cameras back onto the account. 

[Hoysala]

Resetting the base station allowed me to add the camera without any issues. That is good. However, I lost all my other cameras, the doorbell, schedules, and various settings in the process. I had to set everything up again from scratch, which took a significant amount of time and effort.

I hope your team can develop a permanent fix so customers don't have to go through this process every time a similar issue occurs. Thanks.

[BrookeN]

I am glad you were able to add the cameras and those steps worked. I do want to apologize for the frustration regarding setting everything back up. I did pass this feedback onto our team, we do appreciate you providing it. 

[T18errt]

My issue has not been resolved. Still failing at the naming stage. 

[BrookeN]

@T18errt have you done a full reset of the basestation?

[T18errt]

Yes

[BrookeN]

A reset not just a restart correct?