Arlo|Smart Home Security|Wireless HD Security Cameras

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Jimb4425
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Aspirant

 

Just bought a new 2K Video Doorbell and an Essentials 2Gen 2K camera and linked it to my smart hub. The previous Pro 3 camera bundle included the Smart Hub. Everything was working until the 15/07/2024 when an software update was completed on the hub and now the two new products remain offline condition. I have tried removing the app from my phone and and reinstalling it.  Turning the hub on and off didn't work.  Resetting and re-pairing the devices with the hub didn't work.  Purchased the original camera in December in December 2019.  The cameras still work perfectly with the hub.  I know they may have reached the end of life Arlo support.  Any ideas on how to fix this problem?  

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StephenB
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Guru

@Jimb4425 wrote:

 

Just bought a new 2K Video Doorbell and an Essentials 2Gen 2K camera and linked it to my smart hub.

You shouldn't have been able to do that.  The Gen 2 essentials don't support smarthubs (yet)   The workflow when you add one to your account doesn't offer you the option of connecting the camera to a base.

Arlo has said they will add smarthub compatibility, but they haven't said when.

 

I suggest removing the Gen 2 cameras from the account, doing a hardware reset, and then adding them back to your home wifi.

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StephenB
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Guru

@Jimb4425 wrote:

 

Just bought a new 2K Video Doorbell and an Essentials 2Gen 2K camera and linked it to my smart hub.

You shouldn't have been able to do that.  The Gen 2 essentials don't support smarthubs (yet)   The workflow when you add one to your account doesn't offer you the option of connecting the camera to a base.

Arlo has said they will add smarthub compatibility, but they haven't said when.

 

I suggest removing the Gen 2 cameras from the account, doing a hardware reset, and then adding them back to your home wifi.

Jimb4425
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Aspirant

Tried adding both new devices and got an error code of 4610. What does that mean?

StephenB
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Guru

@Jimb4425 wrote:

Tried adding both new devices and got an error code of 4610. 


Connecting to home wifi?

Ale333
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Aspirant

The 2nd Gen doorbell does not appear in my app????

no sale el doorbell de 2da Gen por ende no puedo usar el video portero 

StephenB
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Guru

@Ale333 wrote:

The 2nd Gen doorbell does not appear in my app????

no sale el doorbell de 2da Gen por ende no puedo usar el video portero 


FYI, you should have started your own discussion.

 

Are you saying that "add device" doesn't give you the option of installing a Gen 2 doorbell?

OR  is that option not working???