Arlo Q not being discovered on network with WRT1900ACS

[FredNurk]

When I originally bought my Arlo Q's I was using a Linksys WRT54G (2.4G) router connected to Comcast.  The cameras connected seemlessly to WiFi and I could see the cameras in the Arlo App on my phone and also via the Website.

I moved house and in the process I bought a WRT1900ACS (2.4G/5G) to replace the previous router.  Setting up my internet (also to Comcast, but in a different state)  was easily done.  

Now I am getting around to setting up the same Arlo Q cameras and I am failing big time.  I did a factory reset on one of them and then reintroduced it to the 2.4G band of the new router.  I get the successful chime when this is done, but the App times out when trying to discover the camera and reports "No Arlo devices found".  But when I look on the device map on the WRT1900ACS I see a valid IP address allocated to the MAC address of the camera I am trying to get working. 

I have seen a mention of have the same SSID on both 2.4 and 5G causing issues, but I have different SSIDs on each band.

I don't know why the camera won't connect and need help with this!  Is there anyway to manually ping the service on the server end of the Arlo system to verify that I actually have connectivity?

[jguerdat]

You may have already done this but I've had occasion where the Q appeared to fail but actually was there. Have you tried force closing the app and opening it again to see if it's really there?

[FredNurk]

@jguerdat wrote:

You may have already done this but I've had occasion where the Q appeared to fail but actually was there. Have you tried force closing the app and opening it again to see if it's really there?

@jguerdat OK, now I have some more info (and should have added this to my initial post - that's my bad).  I have 2 cameras (call them A and B) that were both registered and running (and visible in the App) on the WRT54G.  

Initially I had tried to get B up and running on the new system and had continually got the "No device found" (but seeing the allocated IP address).  At some point I had totally deleted B from the App, done factory reset in the camera and was trying to get it connected from scratch.  Right now camera B is on my WiFi network but I can't see it on either App or on my.arlo.com

For Camera A, I had not deleted it from the App.  I may have done a factory reset on it, but I am not sure.  Yesterday was when I was trying to get A connected.  I did "Add device", introduced it to the WiFi, had the "No device found" message, but still saw it's IP address on the WiFi. 

As I had not deleted A from the App, the App was still showing the last image that Camera A grabbed from my previous home (124 days ago).  Based on your comment about restarting the App, this morning I did just that, but no difference.  Then I did something I had never tried before - I just hit "play" on the Camera A image, and there it was!  I had video! 

For camera A it seems that introducing it to the WiFi was working and it was being linked up correctly to the Arlo backend, even though the device was reported by the App as not being found.

For Camera B, I now suspect that it may be talking to the backend, but that something about me deleting the camera has broken the ability to get registered with my account.

The "Device Not Found" on is definetly an issue related to my new networking setup (and could be anything from the WRT1900 onwards), but I think other things are going on and it is ultimately not the source of my real problem with Camera B

[FredNurk]

I just deleted and re-installed the Arlo app on my phone and nothing has changed.  I still can't get the second camera to be visble to me even though it is visible to the local network

[jguerdat]

At this point I'd suggest contacting support - might be hardware issues, might be something they've seen before:

https://www.arlo.com/en-us/support/contact.aspx

[FredNurk · Accepted solution]

I contacted tech support, an dthe person I spoke to seemed to do "something" on the back end that enabled my B camera to be discovered.