Arlo|Smart Home Security|Wireless HD Security Cameras
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Arlo Pro 2, HomeKit setup issues

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Holford
Follower
Follower
‎2020-01-05 03:48 PM

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!

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Message 1 of 406
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aberthil
Aspirant
Aspirant
‎2020-08-24 06:13 PM

James,

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

Can you send one again please?

Thanks

Alexis

 

IMG_843551C741ED-1.jpeg

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JamesC
Community Manager
Community Manager
‎2020-08-25 09:02 AM

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

 

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Message 302 of 406
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JeremyA
Aspirant
Aspirant
‎2020-08-25 09:36 PM
Hi James, I’ve recently had to reset my HomeKit. Could you reset my Arlo token please, it’s not seen on the network.
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Message 303 of 406
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JamesC
Community Manager
Community Manager
‎2020-08-26 10:06 AM

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

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cyberr8der
Guide
Guide
‎2020-08-26 01:52 PM

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

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Message 305 of 406
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JamesC
Community Manager
Community Manager
‎2020-08-26 02:35 PM

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

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Message 306 of 406
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cyberr8der
Guide
Guide
‎2020-08-26 03:07 PM

Worked perfectly.  Thank you!

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Message 307 of 406
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jjcheramie
Aspirant
Aspirant
‎2020-08-31 11:10 AM

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

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Message 308 of 406
3,786
JamesC
Community Manager
Community Manager
‎2020-08-31 02:13 PM

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

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Message 309 of 406
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GeminiToo
Guide
Guide
‎2020-09-01 10:40 AM

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. 

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Message 310 of 406
3,771
JamesC
Community Manager
Community Manager
‎2020-09-01 11:13 AM

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

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Message 311 of 406
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GeminiToo
Guide
Guide
‎2020-09-01 11:39 AM

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

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Message 312 of 406
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Tero
Aspirant
Aspirant
‎2020-09-01 12:33 PM

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 ?

 

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Message 313 of 406
3,761
JamesC
Community Manager
Community Manager
‎2020-09-01 12:46 PM

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

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Message 314 of 406
3,757
G4RHL
Tutor
Tutor
‎2020-09-01 01:17 PM

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.

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Message 315 of 406
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Adam99
Aspirant
Aspirant
‎2020-09-01 01:58 PM
Can I get a token reset too please. Same thing here.

Many thanks.
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Message 316 of 406
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JamesC
Community Manager
Community Manager
‎2020-09-01 03:56 PM

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

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Message 317 of 406
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Adam99
Aspirant
Aspirant
‎2020-09-02 12:51 AM

Thanks JamesC, good as new!

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Message 318 of 406
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ACTN
Aspirant
Aspirant
‎2020-09-05 05:17 PM
Can I get one too please, James. Thx
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Message 319 of 406
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KMAS_00
Aspirant
Aspirant
‎2020-09-06 01:54 AM

James,

 

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

Many thanks.

 

Best regards

Marcus

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Message 320 of 406
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KMAS_02
Aspirant
Aspirant
‎2020-09-06 02:00 AM

James,

 

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

Many thanks.

 

Best regards

Marcus

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Message 321 of 406
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Dragondav
Aspirant
Aspirant
‎2020-09-06 08:41 PM
James,

Can you request new token for me?
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Message 322 of 406
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Sigalert
Aspirant
Aspirant
‎2020-09-06 08:46 PM
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.
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Message 323 of 406
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Dragondav
Aspirant
Aspirant
‎2020-09-06 10:08 PM

Did you resolve this issue?

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Message 324 of 406
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DeanTran
Aspirant
Aspirant
‎2020-09-06 10:12 PM

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

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Message 325 of 406
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