HomeKit setup stuck on loading - HomeKit token reset request

[AndersonG]

Hi,

I'm trying to add my Arlo Base Station to Apple Home and the HomeKit
screen in the Arlo Secure app hangs on loading indefinitely. It never
generates a pairing code.

Device details:
- Model: VMB4000r3
- Serial: 4R05857LA40BA
- Firmware: 1.31.0.1_4777_ff20b29
- Cameras: Arlo Pro 2

Already tried:
- Local Network permission enabled for the Arlo app in iOS settings
- iCloud Private Relay and VPN disabled
- iPhone on the same network as the base station
- Force-quit and reopened the app
- Power cycled the base station (unplugged 30s, waited until fully back online) and retried

The behavior matches the known HomeKit token issue. Could you please send a HomeKit token reset to this base station?

Thanks.
AG

[ShayneS]

I provided the How-to article with instructions on how to add your device to HomeKit here. Also, I have reset your HomeKit token, Please reboot your Base Station or Smart Hub and try again.

Thank you

[AndersonG]

Thank you for processing the token reset. Unfortunately, it did not resolve the issue.

What I did, in this exact order: unplugged the base station for 30 seconds, plugged it back in, and waited until it was fully online. The screen still hangs indefinitely and never generates a pairing code. 

Is the HomeKit pairing service currently functional for my account at all — or is the failure tied to this specific base station? If I purchase a new SmartHub and register it to this same Arlo account, would it inherit the same broken state, or would it be issued a clean HomeKit token?

I'm asking because I've found the identical symptom reported on VMB5000, Pro 2, and Ultra 2 units, which suggests this may not be model-specific. If a new hub on the same account would hit the same issue, please let me know.

Please also confirm on your side that the reset was actually applied to serial 4R05857LA40BA, and whether your logs show it taking effect.

Thank you.
AG

[ShayneS]

Hi @AndersonG 

Thanks for the detailed information. Let me look into this, and I'll provide more information as soon as possible.