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]

JLinden,

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

[sjcpilot]

I too have the same issue, can I get a token?

[JamesC]

sjcpilot,

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

[JLinden]

Thanks JamesC, but unfortunately no improvement. Still no devices found under the HomeKit menu - frustrating as this worked perfectly before...

Thanks anyway,

JLinden

[G4RHL]

I am having the same problems as others have reported. It started a week ago when suddenly HomeKit said their was no response from my cameras. They are working fine in the Arlo app. I have tried the setup HomeKit process in the Arlo app but it just hangs one. I have had no similar issues since Arlo became HomeKit compatible but now in the last 7 days I have. Does this mean my base station needs some sort of resetting effected remotely by Arlo?

[naffman65]

James,

It appears I'm having the same issues as everyone else on this thread, can you send a reset token to my base station as well so I can get apple HomeKit connected?

Thanks

[G4RHL]

 I have done the above - left off power and rebooted and no change.

An odd situation though. On my iPad If I go to the HomeKit setup process it would start the process and the icon spins round and nothing ever happens. I had done an app delete and fresh install last Friday so the app was up to date. If I look on my iPhone and go to HomeKit setup it lists all my devices configured in HomeKit. Except the phone would tell me there is no response from my cameras when I access HomeKit.

I went back to the iPad and deleted the app again, did a fresh download and this time it lists the devices linked to HomeKit just as the iPhone does. But, a big BUT, or perhaps hooray! Now HomeKit shows the cameras as it used to.

Mt issue started shortly after the latest Arlo app update a few weeks ago. It seems a gremlin crept into the Arlo app. I installed the app on another iPad I have early last week and had the same issue right across all devices. 

I assume the power down and then power on of the hub, plus deleting the app and reinstalling has put it right. There is also the possibility that whilst the iPads and iPhone are on the same version of the IOS there is of course a slight variance to it for iPad use. I wonder if the conflict arose therefrom?

Anyway, all seems good now.

[JamesC]

naffman65,

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

[Malstein]

Hi James , requesting a Token as I am unable to connect to HomeKit . Stays on “Discovering nearby devices , please wait”

Thanks

[JamesC]

Malstein,

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

[Malstein]

Thank you

[aberthil]

With all these requests coming in, I just don't understand why Arlo did not consider yet issuing an Homekit code/token for the base unit like everybody else does for their accessories, this is not rocket science...

Especially, in this case where when we ask customer support, they do not even understand what we are asking them and why.

[panman91]

I too have the same issue, can I get a token reset, JamesC?

[JamesC]

panman91,

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

[djKaSE98]

Having the same issues. Requesting token reset. Thanks.

[JamesC]

djKaSE98,

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

[Markj9]

I’m having this issue it seems too. I’be lost my Arlo pro 2 cameras in HomeKit. Can you send me a reset?

[JamesC]

Markj9,

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

[djKaSE98]

It’s not working. See attached photo, and I also have not heard from contacting email support.

[Palaqui]

Hi JamesC

Could I please also have a token reset sent please?

HomeKit won’t find any devices and everything is connected etc

Thank you!

[nate_ford]

Hey James, similar issues to everyone else. Can you send a token reset for mine too please.
Cheers!
Nate

[djKaSE98]

I figured out the problem. It was an issue with how I wired my network.

[aberthil]

I need one after the support asked me to reset the smarthub. Now need to add it back into Homekit.

Thank you, let me know and will reboot to be able to move on

[minhxphan]

Hi James,

Could you please send me a token reset request? I have experienced the same issue. 

Thank you.

[JamesC]

Palaqui, nate_ford, aberthil, minhxphan

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