Folks, I am calling daily to support about the issue of the HUB not connecting to HomeKit. Yesterday an agent said there was an internal memo that is stating the the tech reps that the new Arlo App cannot connect to the Apple server for verification.
I think at this point it is useless to continue to request token resets, they don't work.
If there is a Arlo Moderator reading this, may I suggest that you give the users an update to when this will be fixed, or see if you can give us a work around which would be a manual install via the HomeKit app which requires a SETUP CODE.
This is really disappointing, it took 2 years to be convinced to buy something over a standard Motorola baby monitor only to find out that HomeKit integration doesn’t currently work and the Arlo.app doesn’t allow simultaneous logins… gobsmacked.
@Andersab Been in a few PM’s with Arlo techs. They are looking into it. No solution yet though. They did do a token reset for me… but it just gets me one step farther to a “Reqesting HomeKit info” screen. I’d guess it’s an app update issue as that is when my issues started.
Here is what I know from these calls. The problem has been identified as the Token Reset server is not connecting to the Apple server, so it is not the home equipment nor your HomeKit. The issue is clearly a backend server issue. I also know that there was a new release for the Arlo Apple App on July 19, so the issue started as soon as the new app came out.
The bigger problem is that Tier 1 support is not escalating the calls until the customer gets very direct with them. Tier 2 support which is the technical persons are not fielding the cases and reporting back to Tier 1 so they can update us. It would be nice to have a update, even if it is still researching the problem.
To add to the problems the Moderators on this forum have been doing token resets which is of no help until they fix the server issue.
Moreover, support asked me to contact Apple, which I did, now Apple is having a daily status call with me. They seem to not be happy with the responsiveness of Arlo and they poor integration and customer service on the HomeKit connection.
Hope this helps. Hopefully Arlo will watch this forum and get senior management involved because the process is painful and slow.
I saw in this thread https://community.arlo.com/t5/Arlo-Pro-2/Arlo-Pro-2-HomeKit-setup-failed/m-p/1823596 that it may be possible to reset a token. How can I get my token reset?
I need a reset token, as well, please.
I use Apple HomeKit here at my office. When I attempt to add the Base Station to HomeKit in my Arlo App, I can see the base station, then I click "Default Room," but then I get stuck at "Requesting HomeKit info..." I don't know what to do. It just sits on that searching and never finds anything. When I contacted support, they said they were escalating it. Then sent me an email asking for an update, but still haven't been contacted by support. I need this set up, but haven't really been given a good solution.
How has this got to 27 pages without Arlo at least issuing an acknowledgment and timeline to fix!?
We are all waiting for what I would assume is a software update from Arlo. There is no workaround to get this working with HomeKit that I’m aware of. My guess is we will all see a new App update very soon? But I don’t work at Arlo or have any insider information, I can tell you from what I know they are working on the issue. To bad they couldn’t just release the old version of the app that worked… but don’t know if that would solve the issue or not? My issues started with our in around the last App update.
I've exact same issue that sticking on "requesting HomeKit info..." on my brand new Arlo Pro 3
please help to fix! thanks
For anyone who is needing a token reset for their Arlo Base Station/SmartHub, the token reset request is not working as of this time and the Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community. We appreciate your patience and understanding.
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