Arlo manufactures some of the best smart doorbell cameras on the market, which connect to your computer or smartphone to let you see and control the camera images.
But sometimes, you may receive error messages such as “Arlo doesn’t recognize the device.”
What should you do in this situation?
Here’s how you can fix your Arlo if it doesn’t recognize the device mainly due to connectivity issues:
- Check your internet connection.
- Check Arlo device’s network.
- Check the location of your Wi-Fi router.
- Check your bandwidth.
- Log in using different methods.
- Update to the latest version of the app.
In the rest of this post, I’ll talk about the possible causes of the “Arlo doesn’t recognize the device” message and give you a few solutions.
1. Check Your Internet Connection
One of the most frequent causes that Arlo doesn’t recognize your device is that you’re using the wrong internet connection. Arlo only supports a 2.4GHz Wi-Fi network, so it won’t work if you connect to a 5GHz band.
This problem mostly occurs when you connect your Arlo device directly to a Wi-Fi router instead of using an Arlo base station or SmartHub.
Some routers are set on the 5GHz band by default. So, check if your Wi-Fi network is 2.4GHz or 5GHz.
How To Find a 2.4 GHz Network
You can easily check if your Wi-Fi network is 2.4GHz or 5GHz by looking at the Wi-Fi menu on your computer or smartphone.
On this menu, you can find a list of available networks, including your Wi-Fi network. If your network has two versions of 2.4GHz and 5GHz, you can find both of them on the list.
For example, you can find: Home Wi-Fi and home Wi-Fi 2G.
So, if you find several networks with similar names, pick the one with no extra details in the name (like 2 G or 2) or the one with 2G or 2GHz in its name.
You can also check the type of Wi-Fi network on your device.
For android smartphones, find the Wi-Fi icon on the Notification Panel and hold it to enter the Wi-Fi settings.
Tap on the network properties and look for “Frequency” or “Network Speed.” On Frequency, you’ll read 2.4GHz or 5GHz. and under network speed, you’ll see a number that shows your network speed.
If it’s under 500 Mbps (megabytes per second), the band is 2.4GHz. You can find the network band on windows by clicking on the network icon on the taskbar in the bottom-right corner of the screen.
Click on properties to see the details of your network. In front of “Network Band,” you’ll either see 2.4GHz or 5GHz.
If your router only offers 5GHz bands, contact your ISP (Internet Service Provider) and ask them how you can switch to a 2.4GHz network.
Unfortunately, there’s no such feature on iOS because iPhone doesn’t show the network band. You should either use a computer or install a Wi-Fi analyzer app from the Apple Store.
Further reading: Can You Use 2.4GHz and 5GHz at the Same Time? 5 Facts
2. Check the Arlo Device’s Network
The phone you use to connect to your Arlo device should be on the same Wi-Fi network as the Arlo device. So, make sure they’re both connected to the same router.
You should also consider two other situations.
As mentioned, Arlo devices automatically connect to 2.4GHz networks.
So, your Arlo device may be on a node with a 2.4GHz band, while your smartphone is connected to a 5GHz network. If you notice this, change the networks on the devices.
It could also be that your smartphone is connected via mobile data, and the Arlo device is connected to Wi-Fi.
3. Check the Location of Your Wi-Fi Router
Make sure your Arlo device is as close to the Wi-Fi router as possible.
Ideally, they should be in the same room, which may not always be possible given the location of Arlo cameras.
So, try to have a minimum number of walls or other obstructions between the router and the Arlo device.
The best distance between the two components is 3 meters (10 feet).
Ideally, it’s better to keep different Arlo devices at a 2-meter distance (6.5 feet) from each other.
You may also wonder: Do router antennas make a difference?
4. Check Your Bandwidth
All Arlo devices need high-speed internet connections to function without glitches. So, if your connection is slow, you may experience connectivity problems between the Arlo device and your smartphone.
Since each Arlo device needs its specific bandwidth, you should add up the bandwidth for each individual device and make sure you can provide it.
Check out the minimum connectivity requirements for each Arlo device here.
5. Log in Using Different Methods
Many users report problems with logging in, especially through two-factor authentication. They keep receiving different error messages, including Arlo can’t recognize the device.
And it’s not limited to a specific device or if they try to log in to the Web Portal or the app. This problem seems to be a bug with the app or the web portal and the Arlo team will most likely address it soon.
However, here are a few workarounds that may prove helpful.
To solve this problem, you can choose another verification method. This way, you can receive the verification code through a text message or your email. It’s always a good idea to use different verification methods to avoid getting locked out of your account.
Another solution is to disable two-factor authentication. To do this:
- Log into your guest account and turn off the two-factor verification.
- Change it to another authentication method.
- Receive the code.
- Log in with your original account.
Remember, for this method to work, you need to have another account. To set up this account:
- Log into your account on the app or the web portal.
- Go to settings and find “Account.”
- Tap or click on “Grant Access” and then “Add.”
- Enter the required information in the fields, including the first and last names and the email address.
- Click on the devices you want to add to the account.
- Since this guest account has limited administrative rights, you can move the slider next to “Allow Access Rights” to increase the administrative rights.
- Select “Send Invite.”
- You’ll receive an invitation in your email. When you accept it, your account is added.
6. Update to the Latest Version of the App
If you use an outdated app or web browser, the device may not work properly.
The device works with Android and Apple devices. To receive the latest app updates, make sure to use an iOS 11 or higher or Android 5.0 or higher.
The web portal works with Chrome, Firefox, Safari, and Microsoft Edge.
Make sure to have the latest version of these browsers to optimize the app’s function.
Other Troubleshooting Tips
If you’ve tried the above solutions but Arlo still can’t recognize the device, check out the following:
- Turn off the VPN on your smartphone.
- Turn off the “auto-join” settings on your smartphone.
- Make sure you hear the chime noise after you scan the QR code. Otherwise, you can’t complete the onboarding process.
- Make sure the camera connects to Wi-Fi by showing a blinking blue light. If it doesn’t connect after two minutes, you should sync the devices again.
Most of the time, Arlo doesn’t recognize the device due to connectivity issues.
Don’t connect the mobile device to the mobile data, and make sure to connect both the camera and the mobile device to the same 2.4GHz Wi-Fi router.
Another frequently mentioned cause of the issue is the two-factor authentication that seems to create a bug.
Many users have mentioned the problem goes away if you use another verification method.