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!

[aberthil]

James,

It seems like the smarthub did not get it, nothing after two reboots.

Can you send one again please?

Thanks

Alexis

[JamesC]

aberthil,

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

[JeremyA]

Hi James, I’ve recently had to reset my HomeKit. Could you reset my Arlo token please, it’s not seen on the network.

[JamesC]

JeremyA,

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

[cyberr8der]

Can I also have a token reset sent?  Same problem as everyone else.

[JamesC]

cyberr8der,

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

[cyberr8der]

Worked perfectly.  Thank you!

[jjcheramie]

Can I get a token reset sent to my base station also? I have the same issue. Basestation added as a bridge to homekit but no cameras

Thanks

[JamesC]

jjcheramie,

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

[GeminiToo]

JamesC, would you also please send a token reset request to my VMB4000r3 base station?  I'm having the same setup hang on Discovering Devices for HomeKit setup. 

[JamesC]

GeminiToo,

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

[GeminiToo]

Thank you for the prompt actions on this--that resolved my trouble!

[Tero]

Hi,

my HomeKit stopped working with my Arlo. I think I need a token reset.

And by looking at the amount you need to support people with these token reset issues, wouldn’t it be easier to add this kind of option in my.arlo.com pages ?

[JamesC]

Tero,

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

[G4RHL]

I can only wholeheartedly concur with this. The requests for a reboot and the responses thereto are coming in thick and fast such that something is clearly wrong and needs sorting for everybody. A better way of rebooting and knowing when to perhaps. A message to advise of the need.

[Adam99]

Can I get a token reset too please. Same thing here.

Many thanks.

[JamesC]

Adam99,

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

[Adam99]

Thanks JamesC, good as new!

[ACTN]

Can I get one too please, James. Thx

[KMAS_00]

James,

Could you please send a token reset request to me as well?

Many thanks.

Best regards

Marcus

[KMAS_02]

James,

Could you please send a token reset request to this base station as well?

Many thanks.

Best regards

Marcus

[Dragondav]

James,

Can you request new token for me?

[Sigalert]

James,

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

Will echo comments from others that this warrants a permanent fix. Luckily I just happened to stumble on this message thread.

Thank you.

[Dragondav]

Did you resolve this issue?

[DeanTran]

Can I also have a token reset sent?  Same problem as everyone else.

[DeanTran]

Can I also have a token reset sent?  Same problem as everyone else.