Connectivity issues

[OOla]

Hi all,

I just changed my broadband router and all my Arlo cameras (doorbell and essential camera) have remained offline. I have tried endlessly to reconnect but it will give the chime sound but says Arlo product not found. 

any help/suggestions would be appreciated.

[StephenB]

Have you tried using both your phone and a PC (my.arlo.com)?  Sometimes one works when the other fails.

You might also try a hardware reset - in the case of the cameras, you

1. remove the camera from the account
2. hold down the sync button until the camera LED flashes amber (~15 sec). 
3. try to add the camera back to your account.

There's a similar process for the doorbell - using the reset pinhole in the back.  Obviously harder for the doorbell, so first see if it works with one of the cameras.

[jguerdat]

The first thing to do is to go into your router settings and set the SSID and password to be the same as before. All devices will automatically connect without needing to do anything else.

Otherwise you need to go to each device's settings, click on WiFi Network and then Change Network at the bottom. Failing that, you need to remove all devices from your account and set them back up as if new. You can use this procedure to do so:

https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

[OOla]

I had assumed I needed to do the second suggestion to reconnect everything back which I had done successfully for everything in my house except for the Arlo cameras (ironic that even EV charger had gone smoother than expected).

While using the change network option, I get the chime sound but it then goes on to say Arlo devices not found.

I have just tried changing the network name and password back now, all other devices connect automatically but Arlo devices are still offline. I have gone as far as removing a camera and add it back but still no luck. I have also changed network settings to WPA2 and 2.4Ghz, no luck also. 

[jguerdat]

And, to be clear, the encryption is set to WPA2 (AES), not just WPA2, correct? While you may have already done this, try rebooting your router again.

[StephenB]

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@jguerdat wrote:

And, to be clear, the encryption is set to WPA2 (AES), 

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@OOla:  If you are using TKIP, then you need to change the router setting.  Other WPA2 modes should be using AES.

[OOla]

There is no option of WPA2(AES) from the router settings. The options I have are wpa3-t, wpa3 and wpa2.

i did reboot the router again also but no luck. 

any suggestions on how to get the wpa2(aes)?

[StephenB]

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@OOla wrote:

There is no option of WPA2(AES) from the router settings. The options I have are wpa3-t, wpa3 and wpa2.

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wpa2 should be fine (and wpa3-t should also work - it allows both wpa2 and wpa3).  Any router that supports wpa3 also has AES.

There are ways to see the encryption being used.  For example, on my Windows 11 PC I can see it when I 

1. go into "Networks Connections"
2. Select the Wi-Fi adapter
3. Select "View status of this connection"

This opens up a new window, where I select "Wireless Properties" and  navigate to the security tab.

Details here will depend on the windows version you have, so you might need to google to find the way to see this info.

[OOla]

I checked and the encryption type is AES with the WPA3.

It’s very humbling to have been struggling with connecting cameras for over 48hours! 

I just noted that ArloVMC2030 shows as connected devices in my sky app but not showing on the Arlo app

[StephenB]

Have you tried using both your phone and a PC (my.arlo.com)?  Sometimes one works when the other fails.

You might also try a hardware reset - in the case of the cameras, you

1. remove the camera from the account
2. hold down the sync button until the camera LED flashes amber (~15 sec). 
3. try to add the camera back to your account.

There's a similar process for the doorbell - using the reset pinhole in the back.  Obviously harder for the doorbell, so first see if it works with one of the cameras.