Camera disappeared from app and cannot reinstall

[bcrc]

Hello.  Our Arlo Q disappeared from our app overnight.  We activated the camera on Friday night, it was working fine.  When my husband went to deactivate it on Saturday morning the camera had disappeared from the app.  I tried to reinstall the camera but I cannot.  The app cannot find the camera.  I reset the camera and also uninstalled the app and reinstalled it but it still will not install.    I see that an app update has happened recently so wonder if the problem could be something to do with that.  

Can anyone help me with this problem please.

Thank you

[Dannybear]

What arlo app version do you have, look in settings page then look in the about section.

Could also be a buggy firmware release.

https://community.arlo.com/t5/Firmware-Release-Notes/Arlo-Q-Q-VMC3040-1-12-1-1-59-a69a8ff-b3d4763-6t... 

[bcrc]

Hi, thank you for replying.  The app version is:  3.7.1 (3440)

[Dannybear]

I don’t have a Q to compare but does the camera show up if you use the arlo web portal, my.arlo.com, if not can you try re-adding it while you’re logged into it.

[bcrc]

Thank you. No the camera has vanished and I cannot reinstall it, I get as far as the app looking for the camera.  At that point it tells me it cannot find the camera.  I have reset the camera a number of times now.  I am putting in the correct network details.   I have also tried using another network connection and it would not work on that network either.  

[Dannybear]

It could be something to do with the local wifi router modem, have you tried power cycling?

I recall reading a post where the ISP altered the wifi band selection on the router and so disabled the 2.4ghz wifi, check using the mobile phone that it’s connected to the wifi 2.4ghz network.

[bcrc]

Thank you, great idea to try my phone but sadly that did not work either.  As a process of elimination I am going to try a different brand of camera today.  Thanks for all your help.  Bev 

[bcrc · Accepted solution]

I went  up town and bought a different brand of camera and it installed straight away.  So I am not sure what the problem is between my Arlo and the modem.  I will see if I can get out network provider to reset the modem and configure it. Thank you for all your help.

[Dannybear]

If you have another brand system working then it points to an arlo issue.

Might be best to pack it up and wait a month or so before trying it again. 

[bcrc]

Thanks, yes that is what I plan to do.

[ShayneS]

Hey bcrc

Are you still having this issue with your Q camera? 

[bcrc]

Hi, yes but I have stopped investigating as had come to a dead end.  I have bought a new camera which is working fine.  Thanks

[ShayneS]

I would be happy to help you figure this out if you like. 

[bcrc]

Thanks, I will leave it for now, it was taking up too much time, I may come back to it at a later stage.

[ShayneS]

Let me know when you are ready : )

[Crfdad34]

I am having the same problems that was listed by the previous user.  I would like help with mine. 

[Crfdad34]

I am having the same problems that was listed by the previous user.  I would like help with mine. 

[ShayneS]

May I ask which troubleshooting steps you have performed so far? I don't want to suggest anything you have previously performed.

[Crfdad34]

Not to sound melodramatic but I have tried EVERYTHING 😆. Tried resetting, tried moving closer to router, tried QR code, tried allowing it to “find” my arlo, tried resetting again, tried finding with QR code numerous times. Tried deleting app. Up for all your ideas. 

[StephenB]

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@Crfdad34 wrote:

Not to sound melodramatic but I have tried EVERYTHING 😆. Tried resetting, tried moving closer to router, tried QR code, tried allowing it to “find” my arlo, tried resetting again, tried finding with QR code numerous times. Tried deleting app. Up for all your ideas. 

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Have you also tried onboard with a PC (browsing to my.arlo.com)?

[Crfdad34]

As I do not know what you mean, I must have not tried that. Please detail the steps, like you would to a 5 year old. Don’t want you thinking I know what I’m doing 😁

[jguerdat]

That simply means use a computer browser aimed at https://my.arlo.com. Log in there and try to add the camera in the same way as with the app.

[Crfdad34]

Tried with a computer and it worked. Ultimately, I believe I was being routed in a way that would tell me “we no longer provide our streaming services for free, with the purchase of a device. You now must pay a monthly subscription.” Paying the subscription fee and all is working now. Sucks but having babies aint cheap. Neither is being a concerned parent. 

[KremmenUK]

So a subscription is now mandatory if any devices drop offline?

Fortunately my Q devices are all still working. I only require streaming and geolocation triggered motion detection.

I don't require online saved videos.

[StephenB]

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@KremmenUK wrote:

So a subscription is now mandatory if any devices drop offline?

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No, and the Q still has the 7-day cloud recording with no subscription.

You do need a subscription to get Arlo phone support.