Arlo app keep looking for Arlo Video Doorbell

[harry_1511]

Ok, this is more a complaint about Arlo, as the company can't make a simple thing work correctly.

Recently, I have upgraded my router, so I have set up the new SSID. Knowing that Arlo devices only work with 2.4 GHz, I have carefully turned on IoT network and specifically chose 2.4GHz band to operate only, no 5GHz band. The IoT network has a separate name to differentiate as well. My Samsung Galaxy phone, used to set up, is connected to the IoT 2.4 GHz network only.

Here comes the nightmare. Re-connecting the doorbell (and the Floodlight too) to my 2.4GHz IoT network is a gamble. I couldn't just simply choose "Reconnect" in the app and point to the new SSID. So I figured I would just remove every device, RESET them and start fresh. Everything was cool until I got the doorbell scan the QR code, and got the chime. Then...the stupid app kept "Looking for Arlo Video Doorbell" message up forever!!!

I repeated the process for 4 HOURS: resetting the doorbell, making sure I only connect to 2.4GHz IoT network, scanning QR code, and stuck!!!! Seriously, how hard can it be for Arlo, as a company, to design a working app? I could see the doorbell actually connect to the network via router console but the Android app just refused to recognize the doorbell!

I even tried using the web UI to add the doorbell, but surprise, surprise, it doesn't allow to add the doorbell. So I was stuck! I even tried switching to my tablet for that, and never worked. And boom...out of nowhere, I tried one last time on the phone, then suddenly the app recognized the bell, with the exact same steps I repeated myself the whole afternoon, what the hell?

Uhm...hello? So now it decides to work out of nowhere?

Also I spent a sizeable chunk of my time to connect the Arlo Flood Light, which suffered the same fate. In this case, I was able to connect using the web UI, but then after moving the Flood Light to its regular location, it disconnected, and I had to do the reset, re-connect, and all of that crap on the phone. Thankfully, it got recognized by the phone right after. And the process on the the Flood Light was shorter, so there is that....

I have read somewhere that switching to the iPhone app may work better, but hey I don't have a spare iPhone laying around waiting for me!

So you guys need to DESIGN A BETTER WORKING APP, OR OFFER ALTERNATIVE WAYS TO CONNECT YOUR PRODUCTS BECAUSE THE CURRENT SOLUTION, AND DOCUMENTATION DON'T HELP AT ALL.

And I am not the only one suffering this, lots of other customers have the same issue. I feel I need to file a formal complaint rather than ranting here. So where is the link?

[jguerdat]

Frankly, the simplest thing to do is to change the new router's SSID and password to match the old one. Every WiFi device will then automatically connect as if nothing changes.

[harry_1511]

Thanks for the reply,

While that can be a solution, it is not a definitive method. I have plenty other smart devices and they were able to hop on the new IoT SSID with ease. It is not the case with Arlo unfortunately.

So it is not my fault, but the product's flaw. Why do I have to compromise my end to work around it? As a paying customer (and current subscriber), I am not thrilled about this.

Let's say, in the future I like to add more cameras, lights, etc. I will be hesitate to choose Arlo products since setting up is a nightmare

[johnmcnerney]

I have this problem, too. I never did get it to work. I discovered somehow... tech support? Product documentation? I've forgotten... but it requires and internet connection upload speed of at least 2Mb/sec and I have only 1/3 of that. I'm hoping to find a workaround. It worked with my satellite internet connection, but that connection was unreliable and charged by data. So I switched to a DSL line, I get good download speeds, but upload (according to fast.com) is only about 600-700 Kb/sec