Arlo video doorbell Gen 2 unable to connect

[PF_Momo]

When trying to connect it gives me the error code 17409.

[JamesC]

We're aware that some users may have experienced issues onboarding and live streaming to their Essential 2nd Generation, Pro 5 and Security System devices. Our team has worked to resolve those issues and you should now be able to proceed with onboarding and live streaming your device. We recommend charging your camera for at least 30 minutes before starting the onboarding process.

If you are still having difficulty getting your device connected or accessing your device’s live stream, please contact us through the Support tab in your Arlo Secure App (under Settings) to reach an authorized Arlo Customer Care expert or direct message us here with your Arlo account email address so we can follow-up with you directly.

We appreciate your patience while we worked to resolve these issues and apologize for any inconvenience caused.

-Arlo Team

[JamesC]

We're aware that some users may have experienced issues onboarding and live streaming to their Essential 2nd Generation, Pro 5 and Security System devices. Our team has worked to resolve those issues and you should now be able to proceed with onboarding and live streaming your device. We recommend charging your camera for at least 30 minutes before starting the onboarding process.

If you are still having difficulty getting your device connected or accessing your device’s live stream, please contact us through the Support tab in your Arlo Secure App (under Settings) to reach an authorized Arlo Customer Care expert or direct message us here with your Arlo account email address so we can follow-up with you directly.

We appreciate your patience while we worked to resolve these issues and apologize for any inconvenience caused.

-Arlo Team

[sdalext70]

Hi - I have had the Arlo Video Doorbell (latest gen) for a few months now. Earlier today I encountered an issue where I cannot see the livestream anymore (both on my phone and pc). The wifi signal is fine and I tried resetting both the router as well as the device itself (from the app) - neither worked. I even tried to remove the doorbell from the app in an attempt to start fresh and add the camera back to my account. That didn't work either (couldn't even remove the doorbell from the app), My guess is that it's a software issue, however, wondering if anyone else is experiencing issues? 

[nebj00la]

This started when my Essential wireless doorbell wouldn't connect after 7 days of working successfully.

I've also tried one more brand new Essential wireless doorbell, both attempt to be added, then during the discovery phase, something goes wrong and the device is stuck in a phase of "connected to the router" but "not synced to the app". Troubleshooting with support, I was able to see my wireless router shows the devices attempt connections, 45Mbps transmitting, full signal strength, MAC addresses match. One time the application showed error "The operation couldn't be completed. (ArloNetworking.ServerResponseError error 1.)"

8 cameras are connected to the only 2.4GHz wireless network. I can confirm the network is functional with other devices.

Trouble ticket number is available upon request. Your support is appreciated, as I no longer have a working doorbell camera for my account.

[Dstew]

I installed my new doorbell camera gen 2 over the weekend.  Generally it works but I cannot record live video except when something triggers the motion detection.  I read online that change the video resolution might fix the problem but I cannot get the resolution to change.  Whenever I try I get a Backend Server Error message.  This has been going on for a few days.  However just as I am writing this it finally worked and now the live video works as well.  What is up with the Backend Server Error?

[pcoss]

Cannot see 2nd generation on the app. What can I do ? I cannot add it because is not showing, only arlo essential showing on app

[StephenB]

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@pcoss wrote:

Cannot see 2nd generation on the app. What can I do ?

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All you can do is wait for the Gen 2 cameras to be supported in your country.

[IsaiC]

I have the same issue with my recently added 2nd Gen doorbell (2 days old).  I cannot livestream,  wifi connection is solid,  it triggers to events, but drains battery superfast, in 2 days is down to 60% with very minor use.  It is currently trickle charging and still cannot livestream.

I cannot change any power management settings through app.  I have used both android and apple devices to try to change settings. Is this a common hardware/SW issue or a malfunctioning device?

[jguerdat]

Bring the doorbell indoors for testing. Does that solve your issues? If so, something about the location for the doorbell is the culprit. House construction is a big issue with stone, brick and stucco being the worst but distance from the router or 2.4GHz wireless interference can also play into the problems.

[chezpippo]

Hi I installed 5 cameras yesterday. All but the doorbell (2nd generation 2K) are working properly. The Wi-Fi connection is as strong as can be and the network speed is ultra fast. I've not been able to live stream the bell's camera. What to do next?

[JamesC]

chezpippo,

Are you seeing an error message when attempting to live stream? What happens when you tap the stream icon from the app?

JamesC

[chezpippo]

Hi James. It just spins ‘connecting’ and it never connects. The doorbell works otherwise—it takes calls and allows for conversation, although there is some delay. Also the battery has drained two times in as many days. Seems a bit wonky, disappointed I can’t connect to live stream.

[chezpippo]

Wow what a frustration.  The doorbell just has more issues each day—today it’s just offline and won’t stay connected to my WiFi.  I don’t know what to do next.  Really disappointed because I like all the other products.  
 
Is it planned that the doorbell may someday connect to the SmartHub I’m wondering if this functionality existed then maybe I would not have the same problems.  

[chezpippo]

Also today the battery is just draining.  I started the day at 100% after charging overnight.  It’s now 11 AM and I’m at 75% battery level.  I have no notifications or feed entries. It’s like the camera is just live streaming all day without my knowing it.  

[chezpippo]

Here’s the connection strength when it’s online (a big if/when).  And even with this strength I can’t live stream.  

[JamesC]

chezpippo,

The behavior you're experiencing is not expected. I encourage you to reach out to the support team to further investigate these symptoms. You can find support options within the moibile app under Settings > Support to open a ticket.

JamesC

[chezpippo]

Thank you.