Arlo Video Doorbell (2nd Gen) not showing up in the app

[Chann]

I just bought an Arlo Video Doorbell (2nd Generation), but when I try to set it up in the Arlo app, the model doesn’t appear in the list.

Has anyone else had this issue or knows how to fix it?

[BrookeN]

What region are you located in?

[Chann]

I'm from Argentina.

[RichWood]

In the app, when you click on devices, is it at the bottom of the list?

[Chann]

I'll attach a image showing what's missing inside the app.

[RichWood]

The only thing I can think of is use a VPN and see if you can spoof the app to get past setup if it's not showing up when you hit + add devices then scroll down to video doorbells. 

[alex_loo]

---

@Chann wrote:

I'll attach a image showing what's missing inside the app.

---

can't see the images .... such an annoying community rule 😫

[alex_loo]

---

@Chann wrote:

I just bought an Arlo Video Doorbell (2nd Generation), but when I try to set it up in the Arlo app, the model doesn’t appear in the list.

Has anyone else had this issue or knows how to fix it?

---

I setup mine just recently.   no issue.

assuming your doorbell is brand new (ie requiring firmware update later).  Then initial setup should just be a matter of initiating doorbell using the pin + enabling bluetooth on app mobile + pressing "+" button within app.

Probably stupid question but just for sanity check: Have the above 3 been done?  

Alex

[jguerdat]

Not all regions can get subscriptions so the devices aren't made available. Ordering from the US (or similar) doesn't help.

If you use a VPN to a supported country's server you can set the system up as if in that country. You will also need a credit card from that country to pay for the subscription. Once the system is set up you don't need the VPN.

[StephenB]

---

@jguerdat wrote:

Once the system is set up you don't need the VPN.

---

Actually you can't install with the VPN running.

[RichWood]

It depends on how good the VPN is and if he uses DDNS as well, I think he could get it working in Argentina. 

[StephenB]

---

@RichWood wrote:

It depends on how good the VPN is and if he uses DDNS as well, I think he could get it working in Argentina. 

---

Arlo uses the country the account was created in for subscriptions and enforcing geographic restrictions on device installs.  They need to use IP geolocation (and maybe some other stuff) for AI restrictions.

He needs to use the VPN when creating the account (and would also need a payment method for the country in which the VPN terminates).  Keeping the VPN on during the install generally doesn't work - the phone needs to be connected to the same network as the doorbell.  Of course it can be turned back on afterwards. 

I don't know exactly what causes the install to fail, so it is possible there is a way to avoid the problem.  

[RichWood]

I wouldn't do it. it would be completely unreliable and unstable. I'm assuming he bought it off Amazon or whatever. It's not worth the trouble. By the time you've subbed to a VPN and then signed up with a DDNS, you've doubled the cost of the doorbell. 

[StephenB]

---

@RichWood wrote:

By the time you've subbed to a VPN and then signed up with a DDNS, 

---

This doesn't need DDNS. but it would need a VPN (but just during the account creation).

FWIW, the install restrictions are really annoying.  Quite a few folks purchase in the US and either ship or carry cameras home.

But @Chann might also need the VPN in order to get the subscription (no matter what device is purchased).

---

@RichWood wrote:

I wouldn't do it. 

---

I doubt I would either.  But I'm in the US, so wouldn't need to do it.  

Folks who have done it haven't posted any issues with stability.  But there could be issues in some areas (Russia and mainland China come to mind - Arlo suspended services in both countries a while back).

[RichWood]

You would certainly need DDNS to update your home's dynamic IP address

[StephenB]

---

@RichWood wrote:

You would certainly need DDNS to update your home's dynamic IP address

---

Well, I use DDNS so I can reach the VPN server in my Orbi.

But in this case, NordVPN, ExpresVPN, etc is enough as the phone or PC is just making an outbound VPN connection to a VPN server that terminates in the US (or some other country where Arlo supports the camera/doorbell and offers subscriptions).

[alex_loo]

---

@StephenB wrote:

---

---

Arlo uses the country the account was created in for subscriptions and enforcing geographic restrictions on device installs.  They need to use IP geolocation (and maybe some other stuff) for AI restrictions.

He needs to use the VPN when creating the account (and would also need a payment method for the country in which the VPN terminates).  Keeping the VPN on during the install generally doesn't work - the phone needs to be connected to the same network as the doorbell.  Of course it can be turned back on afterwards. 

---

So, the situation is just "normal" that:

• @Chann 's account was created as an Argentina one
• Argentina does NOT support gen 2 doorbell (can @BrookeN confirm that?) , that's why the app does NOT show gen 2 doorbell in the list -- as per design

Am I correct above?  @Chann did you buy your gen 2 doorbell from local shops, or from online/overseas/amazon (and I agree with @RichWood on amazon) ?

Alex

[Chann]

Yes, that’s correct. I bought the Gen 2 Doorbell in the U.S. and brought it here to Argentina.

[RichWood]

You should have bought that and a router in the USA. Set the router up with your same wifi credentials in Argentina. Set the doorbell up in the USA. Then returned the router before you flew back to Argentina. 

[RichWood]

You can try it on VPN. I recommend Mullvad. But we are sort of mixed when it comes to the credit card part. But really wish you contacted us before you flew home. 

[alex_loo]

Well if @StephenB was correct, then there are only 2 things @Chann needs to make it right.

1. First, country setting of the ARLO account.  According to below,

---

@StephenB wrote:

---

---

Arlo uses the country the account was created in for subscriptions and enforcing geographic restrictions on device installs.  They need to use IP geolocation (and maybe some other stuff) for AI restrictions.

---

... then @Chann needs to first create his NEW, non-Argentina ARLO account, by say VPNing to US during the account creation process.  So that ARLO considers this new account American.

2. Second, sorting out the "american payment method", according to below:

---

@StephenB wrote:

---

(and would also need a payment method for the country in which the VPN terminates). 

---

... though personally I doubt the above point, since I don't remember the need to provide any credit card details on my account creation/registration.  (afterall, I never wanted to pay for any subscription)

Anyway, if my understanding is correct, then this newly created account would then be good enough to show doorbell gen 2 in the list, for device addition.  Is US ip address still needed here?  I hope/guess not.

Thoughts?

Alex

[RichWood]

You guys already went down these roads. https://community.arlo.com/t5/Arlo-Essential-Outdoor-2nd-Gen/The-2nd-gen-option-does-not-appear-in-t...

[RichWood]

I'm changing my vote on no to this. My original thought was to spoof the app to just get it set up. But even if he uses VPN or set this up in the USA and took the doorbell to Argentina, it still communicates with Arlo servers. They will surely block flows detected based on region. And the Arlo Doorbell will never work as intended, get updates, or work with his phone correctly. Plus, you then have to factor in Argentina ISP's. The infrastructure probably isn't as stable and private and public IP's will change more often leading to even more issues with the VPN. I'd like to find a path to help this nice guy out but it's a bunch of headaches he will have to deal with. Not fair to pass on advice that will harm him. 

[StephenB]

---

@RichWood wrote:

 But even if he uses VPN or set this up in the USA and took the doorbell to Argentina, it still communicates with Arlo servers. They will surely block flows detected based on region. And the Arlo Doorbell will never work as intended, get updates, or work with his phone correctly. 

---

Surprisingly, they don't.  That of course could change, since they have to use IP geolocation for AI features.  But the subscription/installation restrictions currently only depend on the country the account was created in.  Once installed, firmware updates all work ok.

---

@RichWood wrote:

Plus, you then have to factor in Argentina ISP's. 

---

IMO, you always need to factor in ISPs with Arlo and other cloud services.  Many rural US locations also have spotty internet service.

I was in Buenos Aires some years back, and the internet service there worked very well.  But unfortunately I didn't have an opportunity to get out of the city.

[RichWood]

I just went through a whole entire thread of a bunch of Spanish people telling you it didn't work. Let it go.