Arlo Q can't connent

[MandiC]

Hello, I'm a Hong Kong user and bought Arlo Q in 2019.  It worked fine until Dec 2021.

In early-Dec, my wifi network provider and router were changed and the Arlo Q was successfully connected to the new wifi.   But it went offline suddenly in mid or late-Dec.  I've removed the device from Arlo app, unplugged camera and re-installed it (both router and my phone were connected to 2.4GHz wifi only).  Tried many times but the app shown no Arlo device found (but my wifi app show Arlo Q is linked).

For reference, the Arlo Q LED status as follows:
(plugged) Solid Amber > Blinking Amber > Solid Blue (press sync) > Blinking Blue > (show QR code) chime sound > Solid Blue (finding device) > Failed to find device > Keep Solid Blue

May I know how can I fix it?
Thanks a lot!

[ShayneS]

Have you tried to add over the web browser or perform a factory reset on the camera? 

[MandiC]

I've tried to add the device via web browser but it said the discovery failed (also connected to 2.4GHz wifi).
And tried to press the reset button of the camera, is this count as a factory reset?

Thanks for the reply!

[jguerdat]

Yes but hold the button until the camera clicks and the LED flashes amber.

[KremmenUK]

I could be totally wrong ...... but from reading these posts it seems to me that ArloQ cameras, when installed, get logged at Arlo HQ.

As long as you stay on the same connection then they will happily reconnect after a power outage, but change the router or location then they often won't reconnect to Arlo HQ.

[jguerdat]

They will reconnect fine IF you use the same SSID and password at all locations. Otherwise you have to use the Change Network in Settings, My Devices, your Q, Connected To, WiFi Network.

[Arlousernumber1]

I had a similar issue.

I got mine working by turning off mobile data on phone, removing the device on the app, factory reset the ArloQ using a paperclip for 30 secs until amber light flashes then added the device on the app using the on screen instructions. I really hope this helps.

[MandiC · Accepted solution]

Tried again and the Arlo Q is working now 🙂 
Found that I didn't really factory reset the Arlo Q as I pressed the reset button too fast without click sound and amber light flashing.

Thanks you all again!