This topic has been marked solved and closed to new posts due to inactivity. We hope you'll join the conversation by posting to an open topic or starting a new one.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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!
Solved! Go to Solution.
- Related Labels:
-
Troubleshooting
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
James,
It seems like the smarthub did not get it, nothing after two reboots.
Can you send one again please?
Thanks
Alexis
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Can I also have a token reset sent? Same problem as everyone else.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Worked perfectly. Thank you!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Thank you for the prompt actions on this--that resolved my trouble!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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 ?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Many thanks.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Thanks JamesC, good as new!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
James,
Could you please send a token reset request to me as well?
Many thanks.
Best regards
Marcus
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
James,
Could you please send a token reset request to this base station as well?
Many thanks.
Best regards
Marcus
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Can you request new token for me?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Did you resolve this issue?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Can I also have a token reset sent? Same problem as everyone else.
-
Amazon Alexa
96 -
Apple HomeKit
638 -
Apple TV App
7 -
AppleTV
23 -
Arlo Mobile App
57 -
Arlo Pro
2 -
Arlo Pro 2
1 -
Arlo Q (Plus)
1 -
Arlo Secure
9 -
Arlo Smart
36 -
Arlo Wire-Free
1 -
Before You Buy
29 -
Features
82 -
Firmware Release Notes
8 -
Google Assistant
70 -
IFTTT
64 -
IFTTT (If This Then That)
117 -
Installation
86 -
Modes and Rules
13 -
Motion Detection
1 -
Online and Mobile Apps
70 -
Samsung SmartThings
65 -
Security System
1 -
Service and Storage
5 -
SmartThings
73 -
Troubleshooting
383 -
Videos
1
- « Previous
- Next »