Essential wire free doorbell connects via the base station but not wirelessly

[islandman]

The wireless doorbell works perfect through my base station but if i try to connect it wirelessly it goes through all the steps fine scans qr code etc and when you go to connect, it never finds the doorbell. I tried chat support and they couldnt fix the issue. I have put in a ticket to support and they dont answer. Can anyone help please as this cannot be returned was a special with 1yr service package. I have 5 other cameras that work great but this one has me beating my head against the wall. 

[jguerdat]

Did you delete the doorbell from your account prior to attempting to connect to your WiFi? That's required.

Also, the doorbell will only connect to the 2.4GHz band of your router and the router's WiFi setup has to be using WPA2-AES encryption.

[islandman]

What do you mean did i delete the doorbell from my account? Which account arlo? From the app? Im trying to add it to the app. 

FYI I have an existing doorbell but its connected to the base station. I have tried to install this one at a different location and using a different phone and still would not connect. Yes I am using a 2.4 g connection.

On the WPA@ connection mine shows WPA2 Personal not sure if should be another option also have WPA Personal, WPA2/WPA personal, WPA Enterprise, WPA2 Enterprise and WPA2/WPA Enterprise 

[StephenB]

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@islandman wrote:

What do you mean did i delete the doorbell from my account? Which account arlo? From the app? Im trying to add it to the app. 

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You have an Arlo account (the email address+password you need to log into the app or my.arlo.com logs you into it).

Deleting the doorbell from the app is one way to delete it from the account.  It can also be done by browsing to my.arlo.com on a PC and logging in there.

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@islandman wrote:

On the WPA@ connection mine shows WPA2 Personal not sure if should be another option also have WPA Personal, WPA2/WPA personal, WPA Enterprise, WPA2 Enterprise and WPA2/WPA Enterprise 

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WPA2 Personal is what you want.  Specify AES encryption if you see an option to do that.

If your router lets you disable 5 ghz wifi, then try doing that before onboarding (turning it back on when onboarding is successful).  

Punctuation in your network name or wifi password might be part of the problem - you might need to remove those characters.

[islandman]

I tried everything you suggest no luck. I have no option for AES encryption and may password has no special characters or punctuation. Any other ideas?

[StephenB]

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@islandman wrote:

Any other ideas?

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Is there a reason that you don't want to connect it via your base?

[islandman]

Yes it was a gift for someone and this is the only camera

[StephenB]

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@islandman wrote:

Yes it was a gift for someone and this is the only camera

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Do you know their wifi networkname/password?

One thing you could try is matching their network, and see if it works out better.