Arlo Q can’t connect to new router

[Sunnyledge]

I own several Arlo products to include Arlo Qs.  I recently changed internet providers at a second home where I had 2 Qs. I followed the instructions to “change network”, but the first camera would not connect to the new network despite several attempts. Several users online recommending “resetting” the camera. I did this and then was able to connect the camera as a new camera. I tried this with the second camera without success. At this point I checked the first camera and it was offline. I have been unable to get either camera to connect since. 

[jguerdat]

Something I would do when switching routers is to use the exact same SSID(s) and passwords as the old one. That way there's no switching of networks needed.

What router do you now have? Are both the 2.4 and 5GHz bands using the same SSID? WHich band are you trying to connect to? Have you tried both the app as well as the web client?

[Sunnyledge]

The old modem/router was a Actiontec GT784WN provided by Verizon for a DSL line. The new cable modem/router is a Motorola MT7711. I initially had the Actiontec piggybacked off the Motorola and the cameras were working before trying to change connection. All attempts were to try and connect to the 2.4 Ghz band. Unfortunately using the same SSID etc. would mean changing all my other smart home devices. I’ve been using the app on my ipad for all my Arlo setups.

[jguerdat]

Yes, changing SSID/password now would be an issue - doing it initially when first setting up the router would be the best time.

Back to the real issue - Make sure the camera has been removed from Settings, My Devices. Hold the camera reset button until the camera clicks and the LED flashes amber. Try connecting again.

[Sunnyledge]

I have remove one camera from “settings” while the other remains on the app. I have reset both cameras multiple times, have blinking amber lights, cameras acknowledges the QR symbol, but still unable to connect. The cameras will occasionally make a buzzing for a few seconds a minute or so after the reset.

[jguerdat]

When you reset the camera with the button you must also remove it from your account before it can reconnect. That doesn't seem to be the problem here, though. WHat you describe about resetting the cameras, though, doesn't seem to clearly mean you held the button until the camera clicked and the LED started flashing amber. Did you do that?

[Sunnyledge]

Yes. I held the reset button in with a paper clip for several seconds until I heard an audible click.

[StephenB]

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@Sunnyledge wrote:

Yes. I held the reset button in with a paper clip for several seconds until I heard an audible click.

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Did the LED flash?  Or did you just hear the click?

[Sunnyledge]

After the reset click the amber light is on continuous for a minute or so and then starts blinking and continues to blink while plugged in.

[jguerdat]

Make sure they've both been removed from Settings, My Devices. Then take the cameras closer to the router and try again. It may be location dependent.

[Sunnyledge]

Thank you. I was able to connect to both cameras with the app by setting them next to the router. Unfortunately I’m not at the property where I need them. So I will try the same procedure again at my second home.