New unopened Arlo Q won't activate.

[jadora1]

I can see it in my router and a steady Blue light is flashing but Arlo never finds it. I bought this to replace an old one that got damaged. It was new sealed in the box from eBay. I tried the app, desktop site and never connects 

[ShayneS]

Hi @jadora1 

Thanks for the feedback. Are you able to private message me with the serial number of the device? These units are also EOL, so that might affect why the device is not able to onboard. 

[ShayneS]

To further assist with this Arlo Q, you can contact Arlo Customer Support at 1-877-427-5680, available Monday–Friday, 6:00 AM – 8:00 PM PST for the US and Canada. You will need your proof of purchase to verify ownership. 

[jadora1]

ShayneS, 

I called in and the agent was unable to assist me. From what I can tell the device is connected to the internet on a 2.4g network. My router altered me to it being online, so the device is working and connected to the internet. What the issue seems to be is on the server side there's an authentication problem. I'm almost certain that the device can be manually added to my account but the agent told me that they were "instructed" to not help.

[ShayneS]

Hi @jadora1 

Thanks for following up. The Arlo Q reached End of Life on January 1, 2025, so it no longer receives firmware or software updates. Units that were never activated can no longer complete initial setup required, because the model is EOL there's no update available at this time.