Camera will not connect with the base

[jaberg6]

I just have purchased the Arlo product. The camera does not connect to the base

[steve_t]

Have you followed the set up instructions? One error that people seem to commonly make is instead of briefly pressing the sync button, they hold it down. Apparently that can cause an issue.

Can you give us more information. Are the lights on the base station on? Does the camera have any blinking LED lights? The batteries are all in the correct polarity etc

[jaberg6]

Yes I followed the instructions. The camera connects to the base, but needs to update the firmware. When I request the update it starts, but then stops and requests to update the firmware again.  Endless loop.

[jguerdat]

Power cycle the base and open and close the battery doors. Let it run overnight since that's when updates normally occur. Did that fix the update?

[steve_t]

Can you go to speedtest.net and tell us what your ping and up and down speeds are?

[jaberg6]

17.6mb download and 1.2 mb upload

[jaberg6]

18 ms for the ping test

[jaberg6]

No it didn't. It starts the download but doesn't finish. 2 cameras worked fine on the download

[jguerdat]

Remove the camera in Settings, My Devices and resync.  If that doesn't work, contact support at https://www.arlo.com/en-us/support/contact.aspx