Arlo Pro cameras will not re-sync

[freddysavage]

I have had a 2 camera Arlo Pro system for 1.5 years. It set up initally easily.  Both cameras synced on first try.  They stayed synced flawlessly for 1.5 years.  Never a problem.

Then I tried to add a third camera......  FAIL.

Nothing I did would allow me to sync the 3rd camera.  I tried everything.  So I decided to delete all the devices from the profile/system (including the base) and add all 3 at the same time. After countless hours of trying I was only able to get one of the cameras to sync.  The other 2 would not sync.

So I bought another base station.  Guess what,  now none of the cameras will sync.  I have started from scratch and nothing works.  I even ran a long cat5 cable to another area in the house and tried and it didn't work. I even turned off all wireless routers/phones/etc and connected the base directly to the internet with no firewall,  nothing.

What is going on?  The system was working just fine but now it doesn't see any cameras.  The cameras slowly blink blue until they timeout and rapidly flash amber.  Camera Sync light on the base just blinks green then eventually times out.  I took a camera to my father's house,  it synced right up.  I deleted the camera, came home,  tried to sync on the new base, and nothing.

I am all out of ideas.  There is no way that all three cameras are bad and it's a new base station.  

[jguerdat]

Whaqt do the LEDs on both bases show when connected? Are you holding the base sync button or just briefly pressing (be sure to do the latter)?

[freddysavage]

Both bases show solid green lights for the power and internet.  nothing for camera LED.

[jguerdat]

What shows up in Settings, My Devices? I suspect the best way to go at this point is to remove everything found there and start fresh. Reinsert camera batteries to reset the cameras, making sure the batteries have sufficient charge. Take one base and hold the reset button until the LEDs flash amber. Let it reboot until you have green power and Internet LEDs. Claim the base normally and update firmware if prompted. Sync te cameras, being sure to only briefly press the base sync button - don't hold it for 2 seconds - and then the camera sync button.

[freddysavage]

The only thing in the settings now is the base station. I have deleted it,  re-added it just fine.  I even bought a new base station, added it just fine.  But none of the cameras will sync. I have tried adding them manually with pressing the button on the base station.  I have tried with the IOS app. I have tried with Chrome browser.  The cameras all just flash blue slowly until they time out.  I have also tried with different batteries.  I have also tried with the cameras plugged into ac power.  The cameras just fail to sync.

[freddysavage]

-I will add that after two days with customer support, they decided to replace all the cameras.  Which is very nice but I explained to them that one of the cameras recently was able to sync to another system as a test. (Since been removed). Customer serivce said that they would be sending me 3 replacements and RMA instructions.  It has been 24 hours and I have not received any RMA info.

[ShayneS]

Hi @freddysavage

Do you have the case number provided so I can look in to this for you.

[jguerdat]

You talk about pressing the base sync button but don't mention the camera sync button. Are you pressing that, too?

[freddysavage]

Yes,  I did press the camera button too. 

[freddysavage]

Thanks ShayneS.  Case number: 40743666, 40743660, and 40743655.

[ShayneS]

@freddysavage

I have contacted Customer Support regarding this, they should be reaching out to you as soon as possible.

[ConEd61]

I have this exact problem. I have 3 cameras are unable to resync. Reset everything and now no camera will resync. Is the only option is to have these cameras replaced? These aren’t cheap to go and buy all new ones.

[jguerdat]

Explain the porcess you used to reset. You should have removed all devices from Settings, My Devices before anything else. When the base reboots, you should have green Internet and power LEDs. If not, you can try holding the reset button until the LEDs flash amber and let it reboot again. Use the Add Device button on the Devices tab to claim the base. Sync the cameras. Update firmware as you go if prompted.

[ConEd61]

I did exactly what freddysavage did. I had an issue with one camera at first. My Arlo system was working for a little over a year. Took the battery to charge. After full charge tried to sync. I was within 1-3 feet from the base. However, camera wouldn’t sync. So I deleted the camera and tried to re-sync it. Pressed the sync button on the base., all three lights were green and the sync button on the camera with slow blue flashing light. It would try but timed out with amber light blinking. Thought it might have been the battery, so put a new battery but still the same. The other 2 cameras were online and good. Thought they were somehow conflicting, so I deleted those as well. Now all 3 won’t add/sync. I even deleted the base and started from the beginning. Pressed the reset button on the base and detected with no issues. I named it and no firmware update needed since it was at the latest. All of my cameras will not reconnect/resync. I removed all the batteries with the exception of one camera to ensure one isn’t trying to sync while another is trying to sync. I attempted to do this for each camera without success. I am upset because there was only one camera having a problem. I removed all 3 cameras as a troubleshooting step which in hindsight was a big mistake. I don’t have any camera working at all.

[freddysavage]

Try turning off your 5ghz radio on your router. Reboot the router.  Then try to sync the cameras again.

[ConEd61]

My router does not have 5ghz setup/option.....only 2.4GHz. However, I rebooted my router as suggested. THAT WORKED! All cameras were able to be detected and synced successfully. THANK YOU!!!

[freddysavage]

I'd just like to point out that Arlo/Netgear bailed on me.  I never heard from them ever again.  Nothing.

[ShayneS]

Hi @freddysavage

We apologise for the inconvenience regarding your case/RMA. I have contacted you via PM with additional information.