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- Re: Apple HomeKit "Requesting HomeKit Info..." Err...
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Hi,
I made the mistake of removing my Arlo base station from HomeKit and am now stuck trying to reconnect it to HomeKit, could you reset the token for me to?
Thanks,
Solved! Go to Solution.
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Apple HomeKit
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Could I get a reset as well, maybe that is what's keeping mine from being added to Homekit!!
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Guess I’m going to add my comment here for a token reset, to get on the list for a possible fix whenever Arlo’s engineer’s can figure it out.
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I'm also getting stuck on the "Requesting Homekit info..." screen. Is a token reset going to work or should I wait for a fix?
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What annoys me more than the issue itself is the lack of response and updates in the matter from Arlo.
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Im trying to add my base station to HomeKit and I can’t seem to get past the “Discovering your device. Please wait.” screen
The base station had been added to HomeKit before but I had removed it and can’t seem to get it back on.
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Bought the Arlo Pro 2 setup a while back but recently wanted to get it connected to my HomeKit setup and just ran into the dreaded "Requesting HomeKit info..." screen. I just figured it was something I was doing wrong, but after a bit of Google searching I ended up here.
For the record, I have never added my Arlo base station or cameras to HomeKit previous. And I have a fresh Home setup after running into issues with the Logitech Circle View Doorbell (that's another story altogether).
How is this not communicated to customers who may not be tech savvy enough to track down this issue on a message board?
Arlo team, what's your timeline for resolving this?
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I assume it would be pointless asking for a reset token given what everyone else is saying but would it be possible for any Arlo Staff / Mods to send my system a reset token, thanks.
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It's unbelievable how poorly handled this is. Actual Arlo Support is DOA, no correspondence to the community for days. Nothing on the Arlo Status page letting your "customers" know that something is amiss. As someone who works in the industry, this kind of prolonged downtime COMBINED with complete breakdown in communication should be treated as a resume generating event - did you have one dev running the show who quit?
Customers should start emailing the VP of Engineering directly.
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The token request will not fix the issue. Pretty sure we are all going to have to wait for an app update to get HomeKit to work with the Arlo cameras again. I suspect it should be coming soon? Not sure why Arlo can’t just re-release an older version of the app where it worked… unless they have a bigger issue to figure out.
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I bought this a half month ago because of homekit support and found it is not working on homekit, it is so poor support of Arlo!!!! it has been a half month more without any news or announcement!! all people just waiting for this to be fixed!
This is totally disappointed that i am consider to blacklist this company if it still cannot be resolved.
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I'm also getting stuck on the "Requesting Homekit info..." screen... try a token reset?
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me in the past. I know it’s frustrating and I’m not making excuses for Arlo, I’m also a bit annoyed, but am confident we will have a fix soon. This does still work with the Arlo app in the meantime… although I really miss the automation choices I had set-up which worked through HomeKit with other devices.
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I have smae problem too! How it's fix?
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It is not about reset token, reset token won't help anything this time - this is already stated by arlo forum moderator here previously. I think it is something very serious problem with apple so that arlo cannot disclose it and no a quick solution yet so there is no anything update for a long period from arlo officially.
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I understand it's not about the reset token, I was merely mentioning it as an example of the priorities of this company - if the fix is so slow in coming, it would be more forgivable if it is a systematic fix for multiple HomeKit issues, with 'reset token' being an example, as opposed to "let's just hack something together to get us by" and we'll have a similar issue again in the future.
Consider:
1) There are multi-page threads where people request some token reset from my customer support team.
2) Support people have to go to some internal portal and reset a token, or run a script, or perhaps even ping a dev to go monkey in some database.
How it works in a successful company:
Support team brings up an issue such as this to Product ("We spend 10 hours per week performing token resets, can this be automated?")
Product team asks Dev team: "How long would it take for you to implement something that would reduce this workload on Support?")
Dev team sees that Support is doing a routine action on behalf of the customer (hopefully authenticating the customer in the process (guessing our community accounts are the same as in the app)), and realizes that:
1) the dev team already has an interface where the customer is authenticated (the app) where it would be trivial to
2) add a button to perform said routine action for the customer, on behalf of the customer.
Instead we get pop-up ads when logging into the app...
It's not actually a failure of the dev team, or the support team, it is a management failure.
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Pinged the Matthew McRae directly on Twitter. He responded that this issue will be addressed in the 3.5.1 update for the Arlo app. It's currently pending approval in the App store.
Was pulling my hair out trying to get this fixed, even after multiple reset tokens. Hopefully app will roll out soon.
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