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Arlo Pro unable to sync cameras to base
I received an Arlo Pro (base plus 1 camera) for Christmas. I have used and setup a few of these in the past. I was able to add the base station to the Arlo portal, but I was unable to get the camera to sync. I opened up a service ticket with Arlo and spoke with someone in support. They ran me through the "trouble shooting process" (syncing, syncing while the battery is removed from the camera and it iss using the power supply, factory reset the base, repeat the aforementioned sync steps, firmware update to the base, repeat sync steps, remove the base from the portal, add the base again, repeat the sync steps). They declared it a fault base. I was instructed to exchange the the Arlo Pro package for a new one at the retailer where it was purchased (Best Buy). I made the exchange, came home, and repeated everything with no success. I spoke with my service provider (xfinity) and explained the situation to them. They split my router into a dual band (seperating 2.5ghz and 5ghz), port forwarded the three ports I read about online, and made sure I did not have any extra or excessive security lock downs on my network. I opened another service ticket with Arlo. A tech ran me through the "trouble shooting process" again. They declared it a faulty base (again). I went to Best Buy and exchanged the system again. I came home and was unsuccessful in syncing the camera. In my research, I read that someone had this issue and they purchased a second camera and was able to sync that camera. Then they were able to sync all the original cameras. I went to Best Buy and bought a second camera, but was unsuccessful. I ordered Geek Squad to come out to do an installation. They came out and were unsuccessful in syncing the camera and the base. The Geek Squad agent said he has hooked up hundreds of Arlo systems and has never encountered this issue. He said it could be a faulty base batch, so all of the Arlo's at the store could be faulty. I went back to Best Buy and exchanged it again, but this time, I had Best buy send a unit to my house so that it would come from a distribution center ad not the store. The new unit has arrived and once again, I am unable to sync the cameras. I can see my base through the Arlo portal, conduct a firmware update, see the base from my network, ennsured there are no restrictions and the unit is whitelisted.
Has anyone experienced this? Can anyone help?
Frustrated End User,
Vinny C
- SOLUTION: I brought the Arlo base and cameras to work where we use Verizon Fios. I setup the system in less than 5 minutes. Everything worked perfectly. I brought it home and connected it to my network (Comcast Xfinity) and it works without issue. The problem obviously resides with Comcast and not with Arlo.
3 Replies
Hello VinnyC,
I bought a very similar product (Argus Pro). I had a rough time getting my cameras to link to my wifi. I attempted to change wifi configurations to no availe. I was using my PIXL to setup the camera through the app. It seemed like the app would not properly communicate to my wifi settings. I was able to finally get it to sync but had forget all wifi networks then reestablish the networks like starting new then manually configure the properties in the Reolink app. I hope this helps. I am not tech savy so I apologize if this does not make sense. If you have a question don't hesitate to ask. Good luck.
VinnyC wrote:
I received an Arlo Pro (base plus 1 camera) for Christmas. I have used and setup a few of these in the past. I was able to add the base station to the Arlo portal, but I was unable to get the camera to sync.
Arlo is now a separate company (Netgear spun it off last year), so this should really be posted in the Arlo forum ( https://community.arlo.com ). If you post there, it can be escalated again to Arlo support (PM me a link to your post there, and I can try to help with that).
Since you are seeing the base station on the arlo portal, your system is connecting correctly through the internet to the arlo cloud. So this issue has nothing to do with xfinity, it is specific to pairing the camera with the base. The base seems to be ruled out, so that leaves the camera or battery as the most likely problems (though I do see you tried a second camera). You might want to post the details of how you are syncing in your arlo forum post (the order you push the buttons, the LED patterns that result, etc).
Also, if you only used the original charger in the first package, you might want to try the charger in the second package.
- SOLUTION: I brought the Arlo base and cameras to work where we use Verizon Fios. I setup the system in less than 5 minutes. Everything worked perfectly. I brought it home and connected it to my network (Comcast Xfinity) and it works without issue. The problem obviously resides with Comcast and not with Arlo.
