I cannot connect my brand new Arlo Ultra 2 XL to the Internet

[Cindy2424]

I cannot connect my brand new Arlo ultra two XL to the Internet

[StephenB]

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@Cindy2424 wrote:
I cannot connect my brand new Arlo ultra two XL to the Internet

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What have you tried, and where is it getting stuck?

What base are you using?  Did you add the base first?

[Cindy2424]

Thank you for responding.

I tried connecting my Arlo via the app on my I-phone.

I keep getting the error message " No Arlo devices found". The Amber right keep blinking.

My Arlo is plugged in and connected to my router.

My base is VMB5000 NA.

I did add the base first.

Look forward to hearing back from you.

[StephenB]

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@Cindy2424 wrote:

I tried connecting my Arlo via the app on my I-phone.

The Amber light keep blinking

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Are you seeing the amber light on the camera or on the base?

One thing I've noticed is that sometimes adding the device on a PC (browsing to my.arlo.com) will work when the mobile app fails.  So try that next.

[Cindy2424]

The blinking amber light is on the bottom of the base.

I tried to connect via my PC and it did not work.

I got the same error message 

[JessicaP]

Hi Cindy2424,

Just to be sure, were you able to add your SmartHub and see it on your account?

[Cindy2424]

No I was not able to add my smart hub to my acct.

[StephenB]

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@Cindy2424 wrote:
No I was not able to add my smart hub to my acct.

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Have you tried using a different ethernet cable and a different LAN port in your router?

[Cindy2424]

Yes I tried both of those things

[StephenB]

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@Cindy2424 wrote:
Yes I tried both of those things

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Ok.  If you have another device that uses ethernet, then it would be useful to hook that up to the same ethernet port (using the same cable).  That will confirm that the router LAN ports are working properly.  (They often are integrated together, so if one fails they all fall).  

If the LAN ports in the router are working, then you probably need to contact support.  That can be challenging, esp. if you haven't managed to onboard your cameras.

To be clear, you can't on-board the cameras until after the smarthub is added to your account.

[jguerdat]

A last gasp thing to try is to hold the reset button on the hub for >10 seconds. Let it reboot and see what happens. Otherwise, I'd swap at the store.