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]

Yocoyani, arloplato

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

[Batavia]

I am having the same issue as everyone else can I get a token reset request sent to my base station?

[Rocksonyk]

I have tried almost every option but not working yet please help

[JamesC]

Batavia, Rocksonyk

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

[Rocksonyk]

Thanks a ton it is working. Appreciate...

[cwrobertson]

James:

I also have a VMB4000r3 hub with two cameras. I like many others above, appear to have the same issue of trying to add the device to HomeKit via the Arlo app and it just sitting on "discovering your device, please wait" screen. 

If the solution is as simple as issuing a certificate to my device, or whatnot, I would very much appreciate you doing so for me, so I can attempt to add the device and see if that solves the issue. 

Thanks, 

Chris

[JamesC]

cwrobertson,

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

[Pinifinina]

Hi JamesC,

Can you please help me reset my token, I am too having issues connect to Homekit, spinning wheel on the discovering device page. Thanks! 

[JamesC]

Pinifinina,

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

[MNGirl]

James - Can I get a token reset as well? I’ve been unable to connect to HomeKit for over a week. Had this issue once before and token reset solved. Thank you.

[Frankcamara]

Hi JamesC, I have the same issue. Can you help me with token reset?
Br, Frank

[pete423]

Please reset my token as well.  Same issue.

[StefanvBracht]

Hello, can I get a token reset too? Can't get it working with homekit anymore, don't know why it suddenly stopped working..

[Ankit212]

Can’t set up my HomeKit. I have followed all the steps still can’t cannot setup.
Please help me with this

[deriko24]

Hi JamesC,

I am too having issues connecting to my Homekit, spinning wheel on the discovering device page. Can I get a reset token as well?

Thanks! 

[JamesC]

MNGirl, Frankcamara, pete423, StefanvBracht, Ankit212, deriko24

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

[Collin_carter]

Can you send me a token again? I had to reset my Apple HomeKit.

[JamesC]

Collin_carter,

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

[narnia7]

Hi JamesC - could you please help reset my token? I'm having the same issues connecting to Homekit. Thanks! 

[KennethLai]

I am having the same issue as everyone else can I get a token reset request sent to my base station?

[Sebastos]

Hi JamesC - could you please help reset my token? I'm having the same issues connecting to Homekit. Thanks!

[Stunew78]

Need a token reset please

[JamesC]

narnia7, KennethLai, Sebastos, Stunew78

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

[MHFreyNH]

Dear JamesC,

Please send a token reset request to my base station.  I am stuck trying to add my Arlo Pro 2 VMB4000r3 base station and cameras to HomeKit.

Thank you for your help.

Mike

[Sebastos]

It worked for me.

Thanks.

Can we know why we need to manually ask for a token ?