Token RESET Request

[TechEnthusiast]

All of my Arlo cameras have been showing “not responding” in Apple Home app as of 6/25/2023.

I’ve removed my Arlo hub from HomeKit but I’m unable to add it setup Arlo to HomeKit. When I try to run setup, it get stuck on discovering devices.

Can I please get a token reset so that I may be able to re-add my hub/cameras back to Apple

[JamesC]

The development team is continuing to investigate reports of HomeKit not working with VMB5000 SmartHubs. We do not advise any troubleshooting on your part to attempt to resolve this issue at this time.

You can keep updated on this issue at status.arlo.com

We apologize for any inconvenience this has caused and are continuing to work diligently toward a solution.

JamesC

[TechEnthusiast]

I am having the same issue since this morning 6/25/2023 (but seems to have happened over night). All my Arlo cameras are displaying “no response” in Apple hHome app. And Arlo app is stuck trying to discover devices when trying to setup my Arlo hub and cameras back into HomeKit.

sounds like an Arlo problem. Hope they fix soon.

[lw9090]

Same thing here too. I chatted with support and they have no idea. Worked an hour on reseting, removing adding all my devices twice. This is so BS

[joelt999]

Hello,

After the firmware update I can no longer setup HomeKit in the Arlo app for either of my 2 hubs.  

Please send me the token reset asap...

Thanks,

Joel

[TreyKC]

I also need a token reset please.

[lw9090]

I think alot of people do.   No support

[JamesC]

Joelt999, TreyKC, lw9090

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

[lw9090]

Nope, not working,   I have done all that with Chat support as well.

[miked4]

Everything was working fine, and suddenly, the Homekit options stopped showing up in the Arlo app. Now, the Apple Home app can't connect to the cameras. I rebooted my base station and iPhone. I deleted and reinstalled the Arlo app on my phone. Everything is connected to the same Wifi network. That being said, I still don't see the Homekit settings in the Arlo app.

How can I get the Homekit connection to come back?

[JamesC]

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

[TechEnthusiast]

Thx. I’ve unplugged the power and reconnected. Waited till Arlo base station came back online. Tried to setup HomeKit but it just sits there spinning and not finding my device.

what else is needed?

[RLZ]

Same here. Just noticed it this morning. It was working fine yesterday. I hope I don't need another token reset.

[ShayneS]

@TorontoArloPro 

Yes, I'm still inquiring with my team on this one. I will be sure to update you ASAP.

[andru13]

@ShayneS  i have the same issue.  I have tried all the steps can someone reset my token I have a ticket open but this is annoying.  it happened after whatever firmware update you pushed.  kind of surprised this wasn't part of your QA testing before pushing this update to prod.  

[ShayneS]

@andru13 

I have reset your HomeKit token, Please reboot your Base Station or Smart Hub and try again.

Thank you

[Dipper]

Same thing.  I noticed my base station received a firmware update early this morning.   Cameras were no longer displaying in HomeKit.    Contacted support for a reset token.   They said they did it, unplugged base station, rebooted,  Base station still not being discovered.   

Contacted support again, and went through the same process.     Still no base station being discovered.     Apparently the firmware update did something.

Please advise.

[TechEnthusiast]

I’ve opened a case with Arlo support. They requested me to remove my Arlo base station from my account (delete) then do a reset ion the base station by holding the reset button on vmb5000 (base station) for 15 sec., then re-add my base station in the Arlo app and all my cameras. I can connect to the base station in the Arlo app, but still can’t add these devices to Apple HomeKit - it just spins and can’t find the base station.

don’t know what firmware I was running prior to 6/25-26/2023. I am currently on firmware 1.21.1.0_1429_898b168

Everything in HomeKit was running smoothly until this morning 6/26/2023.

I see other people reporting issues in the forums as of 6/26/2023. I suspect it’s firmware.

[Dipper]

Same firmware version I am on right now.   Amazing.  Every time the update firmware they break something.    

No reason to delete the base station from my account and reinstall when everything is working fine in the rest of the app.   

I probably shouldn't have deleted the base station from HomeKit and just waited for a firmware fix.

[lw9090]

Can you please rollback the firmware update for the vmb5000 hub?

you broke Homekit

[andru13]

That didn't work.  I have rebooted all my devices and even power cycled them.  I still can't connect via homekit which was working fine a few days ago 

[MarkSA]

Hello,

Cameras stopped showing in Homekit today 06.26.2023.

Basestation: VMB5000r5

FW: 1.21.1.0_1429_898b168

May I get my token reset?

Currently unable to add the bridge using homekit or the iOS Arlo app.

Thanks,

Aaron Mark

[andru13]

I think there is a real issue going on since you are not the only one and i have been unable to resolve my issue with them.  I think it has to do with that firmware update.  

[ShayneS]

@andru13 Thanks for letting me know, I have notified my team and I will provide an update as soon as possible. 

[MarkSA]

Yeah, that is what I have been seeing in the forums. But it doesn't look like the token reset has helped many to get it all working.

Crossing my fingers I don't have to do something like downgrade the fw and/or re-add the cameras as they are in all difficult places.

Hope you are not having the same issues.

[Beast]

Same issue for me as of this morning 

[JamesC]

The development team is currently investigating these reports. I will provide an update as soon as I have more information available to share.

JamesC