HomeKit Token Reset

[Sjon]

Please help with my VMB5000r6
HomeKit token reset or provide instructions on how to do this.
Customer text support has been unable to help me to this point. Much appreciated!

[BrookeN]

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:

 

https://kb.arlo.com/000063184 

[Sjon]

Thank you however I still get the "Accessory not found" or the "Uncertified accessory error" depending upon which way I attempt to connect the hub to HomeKit.

I've spent countless hours over the past six months configuring every little setting to my liking for the 10 cameras I have and would dislike if I had to reset the hub.

If I were however to perform a hard reset of the smart hub, would this automatically reset every setting within the hub including the HomeKit token giving me no issues to successfully connect to HomeKit again being certified?

[BrookeN]

You could reset the smarthub which generally does allow the homekit to connect. However, please keep in mind that you will need to add the cameras back to the account. 

[Sjon]

I will reset the smart hub despite the effort it will take to reconfigure my entire system. 

Please reset the HomeKit token within my hub once again before I proceed with the reset. Thanks again.

[BrookeN]

It has been reset again. After resetting the basestation, please follow the steps to set up without a code. 

[Sjon]

Are you referring to the set up steps that you had sent earlier in this thread?

I currently have the 8 digit HomeKit code which is found on my VMB5000 Smart hub as I must have this set up being HomeKit certified. in other words, exactly as I had it set up the first time being new. 

What are the differences setting up using the HomeKit code and then without?

[BrookeN]

Generally, users do not have a code. If you have a code you are more then welcome to try that.

[Cotter25]

Hi BrookeN, 

Can you also do a token reset for my VMB4540?

Thanks.

[BrookeN]

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:

 

https://kb.arlo.com/000063184 

[Cotter25]

Hi BrookeN,

Thank you for your help on this.  I did not see the option to Skip or rename devices in step 12.  I only saw the option to scan a code.  

Do you mind resetting the token again?  I’d like to try again on another device.

Thanks,

Max

[BrookeN]

I have reset that again. 

[Cotter25]

Hi BrookeN,

Thank you again for the reset.  I’m still having trouble.  Is there any way to connect over the phone or chat?  I previously called into support but haven’t not heard back from an L2 resource.

Thanks.

[BrookeN]

What part do you get to? Is there an error message? Are you following the steps to setup without a code?

[Cotter25]

At the moment I can’t discover the device because I believe the token needs to be rest again.

I’ve gone through the process of setup without the code.  I do see the Uncertified Accessory error appear.  I have removed this in the past, but I can try this again if you don’t mind resetting the token.  I’ve seen the accessory after this message.  

Do I have to re-add all of my cameras back to the hub if I remove the hub?

Thanks.

Thanks.

[BrookeN]

Yes, that would be the next step to reset the basestation. However, all the cameras will need to be re-added to the account. 

[Cotter25]

I removed and re-added the base station however I’m still getting the Uncertified Accessory alert.  I have not added my cameras back to the base station.

Do you have any suggestions for next steps?

Thanks.

[BrookeN]

I reset the basestation token again. Please try to reset it and follow the steps again. 

[Cotter25]

I’m still getting the Unrecognized Accessory error.

Is it possible to speak with someone live on the phone or chat?

Thanks.

[BrookeN]

This is supports phone number:

US/CA Customers - 1-877-427-5680 6:00a.m. - 8:00p.m. PST

[Cotter25]

I called that number a few weeks ago and they had no idea what I was talking about after, even when I referenced this post for over. The call lasted more than a hour of being put on and off hold. They said someone from L2 would call me back but they never did. 

Do you have and recommendations on next steps?

Thanks

[BrookeN]

There is no further steps then resetting the basestation and then adding the cameras back on. After that following the steps that I sent in the link. 

[Cotter25]

Has anyone has success with following these steps?

Thanks.

[BrookeN]

Yes, they are generally always successful. Have you Ensure Home Data is enabled on your iOS mobile device.
Open the iOS Settings on your iPhone or iPad and tap Arlo Secure > Home Data?

[Cotter25]

Yes, on two different devices.  iPhone and IPad.