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!

[JamesC]

CLBArlo, Jetboi

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

[Jeb269]

Hello JamesC

As I'm having the exact same issues as other people in this thread, can you please issue a token reset request to my base station as well?  Many thanks.

[JamesC]

Jeb269,

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

[CLBArlo]

All fixed, thanks.

[Eastwoodla]

Hi James. Can I get the reset token?

Thanks

[optimum88]

JamesC - Can you please apply tokens to both of my base stations?  Thanks!

[tj1855]

Hi James, I'm having the exact same issue as others, can you please issue a token reset request to my base station please, thanks!

[SN51]

Same issue here too. Can I get the token reset as well? Thanks!

[JamesC]

Eastwoodla, optimum88, tj1855, SN51

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

[billkim]

JamesC,

How do i get a reset token?
I cannot set up my HomeKit in arlo ultra.

[JamesC]

billkim,

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

[alessiolt]

Hello,

same issue here. Could you please send a token reset request to my base station too?

Thank you

Best regards

Alessio

[JamesC]

alessiolt,

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

[Damon407]

Looks like I have the same issue as the numerous people in this thread.

Can I get a token reset too?

[nshahpur]

I am having the same issue, can I please get a token reset as well?

Thanks!

[tj1855]

Hi James,

Can you help send reset token again, thanks!

[StuartD]

Hello JamesC

As I'm having the exact same issues as other people in this thread, can you please issue a token reset request to my base station as well?  Many thanks.

[Markj9]

I’m having this issue it seems too. I’be lost my Arlo pro 2 cameras in HomeKit. Can you send me a reset?

[JamesC]

Damon407, nshahpur, tj1855, StuartD, Markj9

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

[Pdfontes]

James can I also get a token reset?

[topstr]

Hi James,

I just ran into the same issue when moving from one "home" to the next one, and am now stuck in the "Discovering your device. Please wait." page.

Can you please send a token reset request to my base station as well?

Appreciate your help!

BTW, this seems like a good feature to have within the app for self administration.

Thanks!
topstr

[Damon407]

Thanks, that worked!

[DRP11]

Hi JamesC,

I too am having the same issues when trying to integrate with Homekit - Stuck in “Discovering your device....”

Can you send out a reset token ?

Thanks,

D.

[seventhcjon]

I need the same token. Every time I try to set up HomeKit I get the same error for Uncertified Accessory.

[corwinsun]

Hi JamesC,

I have the same problem as many in this thread.  Can you send a token reset for me as well?

Thanks