Arlo Pro 2, HomeKit setup issues

[Holford]

Brand new Arlo Pro 2 & base-station cannot connect to / discover HomeKit, out of the box.

I've been through phone-support twice since receiving my Arlo Pro 2 cameras on Thursday night, but am hoping I can expedite the solution as I'm now waiting for a Tier 2 support person to call me back as none were available tonight...

How the issue manifests:

After setting-up both Arlo Pro 2 cameras & Hub (VMB4500r2) via the Arlo app on my iPhone, I went to setup the HomeKit integration via the Hub's settings. However, I perpetually see the 'Discovering your device. Please wait.' screen instead.

Troubleshooting steps taken:

• Reboot Arlo Hub (via app & power-cycle)
• Reboot Arlo Pro 2 cameras (via app & power-cycle)
• Reboot home WiFi (via management app & power-cycle)
• Soft-reset iPhone
• Uninstall & re-install Arlo app
• Use second iOS device (iPad Pro)
• Restart Apple HomeKit Home Hubs (Apple TV, iPad Pro, and HomePod)
• Confirm all Apple hardware is up-to-date with software
• Confirm all Arlo hardware is up-to-date with software & firmware
• Confirm all devices are on same WiFi network
• Confirm all existing (25+) HomeKit devices are connected & responding
• Place cameras, Hub, and iPhone within inches of each other
• Leave iPhone on above 'Discovering your device...' screen for 30-45 minutes

Arlo support experience:

I've been on two different phone calls with Arlo support, which (to be honest) has not been fantastic. I've spent about 90mins on the phone on two different days, and spent about 50-60mins of that on hold. I've repeated all the steps numerous times, and the very first email follow-up I've received just tells me to follow the KB article on how to set-up HomeKit... 

I'm now waiting for a Tier 2 support engineer to call me back 'within a few days' as none were apparently available tonight.

I've done plenty of my own research both here, as well as on the /r/arlo subreddit, and it does appear this is a known issue with a number of Arlo Pro 2 kits, wherein the Hub needs a new Apple HomeKit Certificate issued remotely, with many saying they can have this resolved once this is confirmed within 20mins.

I'm hoping that someone (perhaps the fabled JamesC of this support forum) can help me in resolving this...

Many thanks for any help you wonderful people can give!

[yben]

Hi JamesC.

Can you please send a token reset Request to my basestation.

I have the same issue with HomeKit.

Best regards,
Bing

[JamesC]

fredr1k, yben

I've sent a token reset request to your base station that should resolve the issue. Please reboot your base station (remove and reapply power) allow the base station to come back online and try setting up HomeKit again using these instructions: How do I connect my Arlo camera to Apple HomeKit?

JamesC

[royalknight83]

JamesC, cam I get a token reset request?

[JamesC]

royalknight83,

I've sent a token reset request to your base station that should resolve the issue. Please reboot your base station (remove and reapply power) allow the base station to come back online and try setting up HomeKit again using these instructions: How do I connect my Arlo camera to Apple HomeKit?

JamesC

[royalknight83]

Thank you so much. It worked!

[fredr1k]

Thanks for the help! It worked like a charm!

[richadams4]

Hi James

I am experiencing the same challenges with the HomeKit integration, could I also please send me a token request so I can try that fix?

Thanks, Richard

[peterp100]

JameC,

I am still unable to add my Arlo to homekit. When adding the base station in the Arlo App to homekit I get the message "Discovering your device. Please Wait.". I get this message on both my iphone and ipad and have restarted both devices and the arlo base station multiple times. I think you tried sending me the reset token. Can you send it again.

Thank you,

-Peter

[Guilvir]

Dear JamesC,

Could you please also send a token reset requests to both my bases?

Thank you.
Regards,

[MNGirl]

Having issues with adding Arlo base station to HomeKit. How can I request a token reset as well?

[airman423]

Same issue Can I get a token reset

[RSM-CAD]

I am having the same issues as this thread getting HomeKit to discover my SmartHub - VMB5000r4 - FW 1.16.1.4_550_7655954 - do I need a token reset as well, or what other options are available?

[JamesC]

peterp100, Guilvir, MNGirl, airman423, RSM-CAD

I've sent a token reset request to your base station that should resolve the issue. Please reboot your base station (remove and reapply power) allow the base station to come back online and try setting up HomeKit again using these instructions: How do I connect my Arlo camera to Apple HomeKit?

JamesC

[Guilvir]

Many thanks, JamesC. It did solve my issue: I can now add my Arlo basestation to Apple HomeKit.
One remaining issue though: while I can see my Arlo Pro (Pro1) in HomeKit, I get a “the camera is not responding”. Is Pro 1 still supported?

Thank you!

G.

[peterp100]

JamesC, unfortunately this did not work for me. I am still seeing the message "Discovering your device. Please wait." and this message never goes away. I have tried on two iOS devices, an iPhone 11 and an iPad. What else can I try?

[airman423]

This worked thank you so much for your Help.

[JamesC]

peterp100,

If you're still experiencing an issue, please contact the Arlo Support Team to further investigate. You will find several options for contacting support in the provided link.

JamesC

[Splam]

Hi James,

I am also stuck at the "Discovering your device. Please wait." screen while trying to setup HomeKit. I'm on the latest firmware and have rebooted the system to make sure it was at a baseline.

Could I get the fix as well?

Thank you!

[scubastevegk]

Same issue as everyone else in this thread - JamesC, could I please have a token reset for my base station?

[sspeights]

Hello, I have a VMB4000r3 firmware ver. 1.16.1.3_3394_1a608c1.  I do not have an apple homekit setup code and I do not have the Homekit option when my base station is selected in the app.

[JamesC]

Splam, scubastevegk, sspeights

I've sent a token reset request to your base station that should resolve the issue. Please reboot your base station (remove and reapply power) allow the base station to come back online and try setting up HomeKit again using these instructions: How do I connect my Arlo camera to Apple HomeKit?

JamesC

[Splam]

Power cycled the base station, but the same message 'Discovering your device. Please wait' when opening up Homekit > Setup within the app. Guess it's off to support for me.

[sspeights]

I have power cycled the unit and there is no change.  I followed the instructions to this point but there is no option to select home kit.

To setup an Arlo camera without a setup code:

1. Launch the Arlo app on your Apple device.
2. Tap Settings > My Devices.
3. Select an Arlo base station.
4. Tap HomeKit.

[JamesC]

Splam, sspeights

If you're still experiencing an issue, please contact the Arlo Support Team to further investigate. You will find several options for contacting support in the provided link.

JamesC

[tbraswell2]

How do i get a reset token?