Arlo services outage preventing devices from being added to HomeKit

Posted:
in General Discussion
Arlo users are left frustrated as the smart home company is experiencing a service outage preventing devices from being added to Apple's HomeKit platform.

Arlo Ultra 4K HomeKit camera
Arlo Ultra 4K HomeKit camera


Listeners of AppleInsider's HomeKit Insider podcast have reported to us that they were having issues adding new Arlo devices to HomeKit. Since then, we've heard from other users experiencing the same issue.

Arlo's support forums are flooded with users unable to add devices to HomeKit. One thread has over 600 frustrated comments.

The issue seems to be related to HomeKit tokens. As HomeKit was added via software, HomeKit tokens are generated on the fly to authenticate the accessories with Apple's smart home platform.

"We are aware of an issue with resetting HomeKit tokens & getting stuck on a "Requesting Homekit info" screen," said An Arlo support rep in the forums. "The Arlo development team is investigating this issue & we will provide an update as soon as possible."

The knowledge base answer from Arlo on July 27 was the last response from an Arlo rep as requests have continued to stream in.

The outage comes on the heels of Arlo announcing a new live monitoring service for subscribers. The new Arlo Secure Plus ups cloud recording resolution to 4K with a rolling 30-days of cloud recording.

Arlo Secure Plus customers can have necessary emergency services dispatched to their home in the case of an emergency. Agents will continuously update both users and emergency services via the Arlo App, SMS messaging, or a voice call.

The smart camera manufacturer has been a long-time HomeKit supporter, typically rolling out HomeKit support to almost all products in its portfolio including the Arlo Ultra, Arlo Pro 4, Arlo Pro 3, Arlo Pro 2, Arlo Essentials Doorbell cam, and the Arlo Pro 3 Floodlight cam among others.

AppleInsider has reached out directly to the company to try and gather more information, including a timetable for fixes.


Read on AppleInsider

Comments

  • Reply 1 of 5
    It's too bad there isn't an app on a user's device on the user's local network that could be used for managing HomeKit devices.

    Oh, wait...
  • Reply 2 of 5
    Andrew_OSUAndrew_OSU Posts: 485member, editor
    It's too bad there isn't an app on a user's device on the user's local network that could be used for managing HomeKit devices.

    Oh, wait...
    Which is true, but it needs to authenticate to add to HomeKit. Anyone who already has them in HomeKit has no issues at all. Work in the Home app just fine.
  • Reply 3 of 5
    Not just that, my Arlo camera is set up with HomeKit, but will only work maybe 2 minutes in the whole day. I have to be standing next to the cámara for it to respond. Otherwise I’m left with “Not responding” !!!!
  • Reply 4 of 5
    coolfactorcoolfactor Posts: 1,843member
    Not just that, my Arlo camera is set up with HomeKit, but will only work maybe 2 minutes in the whole day. I have to be standing next to the cámara for it to respond. Otherwise I’m left with “Not responding” !!!!
     That sounds more like a networking issues than a software issue. Why would you standing next to th camera have any effect if both of you and the camera need to be on your home's WiFI network?
    mike1
  • Reply 5 of 5
    mike1mike1 Posts: 2,802member
    Not just that, my Arlo camera is set up with HomeKit, but will only work maybe 2 minutes in the whole day. I have to be standing next to the cámara for it to respond. Otherwise I’m left with “Not responding” !!!!
     That sounds more like a networking issues than a software issue. Why would you standing next to th camera have any effect if both of you and the camera need to be on your home's WiFI network?
    Yep. How far away is the camera from the router or nearest satellite? I had to add an extra satellite to get coverage to the cameras on the outside extremes of my house. 
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