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!

[MJG_396]

@JamesC 

Thanks for sending a token reset request to my base station.  It worked great for a few weeks, but now it has stopped working again.  Not sure if the recent Arlo App update changed anything.

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

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

[TangentsAhead]

I had HomeKit setup for quite a while, then one day the camera's stopped responding (in HomeKit only) so I removed them from HomeKit to setup again, but haven't been able to due to the spinning wheel on searching for devices during setup. Would it be possible to try the cert reset?

Firmware:

1.16.2.4_3505_f475f1 on the base station

1.092.0.25_24_986 on the cameras

[JamesC]

TangentsAhead,

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

[TangentsAhead]

Thank you JamesC, that worked perfectly.

[Emtz77]

I’m having the same issues with my Arlo pro base and pro 3 base. Can you send me a token

[JamesC]

Emtz77,

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

[Drakethomas]

JamesC,

Can I get a token reset please?

[Emtz77]

Hi James C
It didn’t work. Can you send it again

[Emtz77]

Disregard both worked. Thank you again!

[JamesC]

Drakethomas,

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

[Drakethomas]

It’s still stuck on Discovering Device JohnC.

[Drakethomas]

How long is it suppose to take to discover the device? The camera was on and I kept my iPhone next to it for like 30 minutes and it didn’t discover it.

[JamesC]

Drakethomas,

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

[Enn_tee]

Hi,

Can I get a HomeKit token reset? I removed my devices from HomeKit and now I can’t add them back, it’s stuck on “discovering devices”.

[JamesC]

Enn_tee,

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

[Andycrumble]

I’m having the same problems with HomeKit just sitting saying devices found with spinning dial.

[Enn_tee]

Worked like a charm, thank you.

Nigel

[duggie]

Hi, i have the same issues now not able to set back up homekit since removing it, could I get a token sent to the hub please

[JamesC]

Andycrumble, duggie

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

[JamesChris]

Can I also please get a token reset to my base station? Thanks!

[Rtrujillo]

I had HomeKit setup for quite a while, then one day the camera's stopped responding (in HomeKit only) so I removed them from HomeKit to setup again, but haven't been able to due to the spinning wheel on searching for devices during setup. Would it be possible to try the cert reset?

[steeleyes]

can I get the token reset please as well I have the same issue 

thanks

[JamesC]

JamesChris, Rtrujillo, steeleyes

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

[aberthil]

After installing Arlo Ultra into Homekit, the system seems to loose connection to Homekit after a few minutes, resulting into all the Arlo cameras and motion sensors with an "No Response" error message.

The support has no clue on what is going on, after I removed everything from Homekit, reset the Base Unit and reinstall everything and then added it back to Homekit resulting in the same issue.

Has anyone encountered the same issue lately and found a way to fix this?