Arlo|Smart Home Security|Wireless HD Security Cameras

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Holford
Follower
Follower

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!

405 REPLIES 405
JamesC
Community Manager
Community Manager

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
Aspirant
Aspirant

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

Rocksonyk
Aspirant
Aspirant
I have tried almost every option but not working yet please help
JamesC
Community Manager
Community Manager

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
Aspirant
Aspirant
cwrobertson
Aspirant
Aspirant

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
Community Manager
Community Manager

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
Tutor
Tutor

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
Community Manager
Community Manager

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
Tutor
Tutor
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
Aspirant
Aspirant
Hi JamesC, I have the same issue. Can you help me with token reset?
Br, Frank
pete423
Aspirant
Aspirant

Please reset my token as well.  Same issue.

StefanvBracht
Aspirant
Aspirant

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
Aspirant
Aspirant
Can’t set up my HomeKit. I have followed all the steps still can’t cannot setup.
Please help me with this
deriko24
Aspirant
Aspirant

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
Community Manager
Community Manager

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

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
Aspirant
Aspirant

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

KennethLai
Aspirant
Aspirant

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

Sebastos
Tutor
Tutor
Hi JamesC - could you please help reset my token? I'm having the same issues connecting to Homekit. Thanks!
Stunew78
Apprentice
Apprentice
JamesC
Community Manager
Community Manager

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
Tutor
Tutor

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
Tutor
Tutor

It worked for me.

 

Thanks.

 

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