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]

Pdfontes, topstr, DRP11, seventhcjon, corwinsun

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, not sure if there is anything else that needs to be done but I am still stuck on the "Discovergin your device. Please wait" screen, it never finds any of my cameras...

[JamesC]

Pdfontes,

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

[gebecher]

I am also having trouble with Homekit setup hanging. @JamesC can you assist with the token reset?

[JamesC]

gebecher,

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

[seanrkelly71]

Hi James I have the same problem. Could I get reset token please as well?
Regard - Sean.

[gebecher]

Thanks @JamesC , worked perfectly!

[JamesC]

seanrkelly71,

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

[MJG_396]

Hello James,

I'm having the same issue. Can you please send a reset token?

Thanks,

Mike

[JamesC]

MJG_396,

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

[MJG_396]

Worked perfectly!  Thanks, James!

[Dean_M]

Hi @JamesC  - can I please get a token reset as well.

Thanks,

Dean

[seanrkelly71]

Thank you that resolved for me.

[JamesC]

Dean_M,

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

[Dean_M]

Thanks very much, worked great.

[Tobyv]

Hi James,

I am also having this issue,
Can I also get a token reset

Thanks

[JamesC]

Tobyv,

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

[patricktanky]

I have problems trying to setup HomeKit on my Arlo Pro 2. I keep getting 'Discovering your device. Please wait.'.. I've read your discussion board that you can reset token for my base station... what details do you need from me so you can action this?

Patrick

[JamesC]

patricktanky,

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

[albaker]

Hello!

@JamesC 

I have run into the same problem where my Arlo system was no longer working with homekit. I've tried reseting all the devices (apple and arlo side), updates, power cycles, etc. etc. with no luck. Under devices I have the option for "homekit - Set Up" but I just get a spinning wheel next to "devices found" with no progress. Is it possible to send a reset to my system as you have above to see if that helps?

Thank you for your help!

[frankief971]

Can I get a token reset as well? Thanks in advance!

[Arcam]

Hi JamesC, I have the same problem. Could you send me a token reset? Thanks in advance.

[Gdhar]

I am unable to see any HomeKit options in the app. Can you send me a token reset.

[absharma78]

Hi JamesC
How do I get a token reset? I am having the same issues & cant connect to HomeKit.
Please help
Regards

[Peaviner]

Looks like I’m in the same boat, could I please get a new token?