Connecting to smarthub

[jcbbuckley]

Our ARLO Smarthub has internet connection but when we try to locate the devise via the arlo secure app on our iphone it cannot detect it. We have tried everything and just cannot locate the smarthub from the app

[StephenB]

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@jcbbuckley wrote:

Our ARLO Smarthub has internet connection but when we try to locate the devise via the arlo secure app on our iphone it cannot detect it. We have tried everything and just cannot locate the smarthub from the app

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If you have a PC, then also try my.arlo.com on the PC.

The phone needs to be connected to your home wifi, and you need to disable any VPNs running on the phone.

[jcbbuckley]

Thanks, but I tried our laptop it wouldn't locate it either. I already disabled the VPN on the iPhone and I also tried to locate the smarthub with the firewalls turned off, It just won't locate the hub? I have reset everything multiple times and also shut the phone down a couple of times. Not sure what else to try?

[StephenB]

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@jcbbuckley wrote:

Thanks, but I tried our laptop it wouldn't locate it either. I already disabled the VPN on the iPhone and I also tried to locate the smarthub with the firewalls turned off, It just won't locate the hub? I have reset everything multiple times and also shut the phone down a couple of times. Not sure what else to try?

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Is the smarthub getting an IP address from your router? (Check the router's attached device list).

Is this a newly purchased smarthub, or one that was previously in your account?

If newly purchased, was it a used smarthub?

[jcbbuckley]

Yes, it's showing an IP address. Yes newly purchased brand new out of the box and it is a new account.

[StephenB]

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@jcbbuckley wrote:

Yes, it's showing an IP address. Yes newly purchased brand new out of the box and it is a new account.

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Can you connect the laptop to the router with ethernet?

If you can, then try that next.