Can't get wireless doorbell camera to re-sync to base station

[tommm50]

I had successfully added to my device list last week. Removed it to troubleshoot a problem. Now I can't get the doorbell camera to be recognized by the base station using the phone app.

[jguerdat]

I'm having a similar issue. When I switched (was migrated) from the old interface to the new one my wireless doorbells were listed but unable to record. Initially they were connected to my hub so I removed them and set them up to connect to my WiFi. That worked fine for recording but I wanted to test the issue by removing one and connecting it back to my hub. All attempts now result in an "Internal Error" message which stops the onboarding process.

Is this what you're getting, too?

[tommm50]

This started when someone came to the door and rang the doorbell. I was distracted and had trouble "ending the call" on my cell phone. Then the video image was frozen and I tried to get it back online. I removed the doorbell from my device list and tried to re add it to my device list. I go thru the procedures on the phone app but when I get to the last step I get a "no doorbells were found" message on the app.

[ShayneS]

Hi @tommm50

Are you still experiencing this issue? 

[tommm50]

Yup. I've stopped trying until I got some guidance.

[jguerdat]

I had to remove my second wireless doorbell yesterday (rebooted my router and the doorbell became offline) and have the same issue - no doorbell found. My previously removed wireless doorbell still is found but can't be named (internal error) so mine are also dead in the water.

[ShayneS]

@jguerdat

Your still experience this as well since posting correct?

[tommm50]

Correct.

[tommm50]

Is anyone from Arlo weighing in on this? Where's their customer support???

[ShayneS]

I escalated this and the team is looking in to it, I requested for an update. 

I resent a QR code to your email to see if that helps with the onboarding while we wait for more info. 

[tommm50]

I got an email from Arlo with a new QR code. Good try but same result.. Would uninstalling the Arlo app and then reinstalling it be worth a try?

[tommm50 · Accepted solution]

Got a call and zoom with an Arlo technician. We reset the doorbell by using the pin that came with it to press into a slot on the back of the doorbell above the battery. All good now. Thanks.

[ShayneS]

@tommm50

Jeff Let me know the good news, thank you for the update!