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Csfluharty
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Contributor

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15 Messages

Tue, May 10, 2022 6:01 PM

arlo go won't read qr code

When I get to the point where the camera has to read the qr code to add the device it won't read it.

Csfluharty

Contributor

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15 Messages

2分前

Has anyone bought a used Arlo go camera and they say it needs to be disconnected from the original owner?

ATTHelp

Community Support

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191.9K Messages

2分前

Hi, ! Let's help answer your concerns in regard to your Netgear Arlo go camera!

 

Allow us to gather a few details to help us better understand your inquiry:

  • Why are you needing a QR code? These details will help guide us.
  • Where did you receive the message stating that your device needs to be disconnected from the original owner? We want to know if have you received solutions from other support teams and share the recommendations provided.
  • Can you share more information about your concern so we can better assist you?

We look forward to your reply!

 

Jonye, AT&T Community Specialist

Csfluharty

Contributor

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15 Messages

2分前

I don't need a qr code the camera will not read the qr code.  I need it to read the qr code to connect the camera to my arlo account.

Arlo is saying that it needs to be disconnected from the original owner.  They have contacted them and I am waiting to see if that is what the problem is.

The arlo go camera says it needs a LTE sim card could that be the reason that it's not working?  

ATTHelp

Community Support

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191.9K Messages

2分前

Let us help you with getting your Arlo Go Camera set up, @Csfluharty.

 

Setting up your Arlo Go Camera involves a few simple steps. Your Arlo account lets you view videos from any Internet connected computer or mobile device. You can use the same Arlo app to set up and manage Arlo Go and other Arlo cameras.

 

You need the following to activate your Arlo Go camera:

  • A computer or mobile device with Internet access
  • An activated SIM card with a data plan
  • If you are using a computer, you also need a supported web browser. The 
    following browsers are qualified to work with the Arlo web application:
  • Internet Explorer 10 or later, Microsoft Edge, Firefox 3.5 or later, Safari 3 or later (only with Mac OS X), Chrome (latest version)
  • If you are using a mobile device, you need the Arlo app, which requires iOS 8 or 
    later or Android 4.1 or later. To download the mobile app for your smartphone or 
    tablet, visit your device’s app store and search for Arlo.

During activation, your Arlo Go camera must be in a location with mobile network data coverage.

 

We need some additional information to help with your Arlo Go Camera set up.

  • Do you already have an activated SIM card and is it inserted in the Arlo Go Camera when you are trying to scan the QR code? You have to have an activated SIM and it needs to be inserted in the camera at the time of set up. 
  • Are you holding the QR code that the app displays 4 to 8 inches (10 to 20 cm) in front of the camera until you hear a chime sound? If you are trying to scan the QR code to close or to far may be a reason it is not scanning. 

We look forward to hearing back from you. 

 

Clarissa, AT&T Community Specialist 

 

 

Csfluharty

Contributor

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15 Messages

1分前

I am pretty sure this sim card is activated but how do I make sure?

I already tried many of times with different devices to scan the qr code and it does not work.

ATTHelp

Community Support

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191.9K Messages

1分前

Thanks for the information, @Csfluharty

 

Since your camera is still associated with the previous owner's account, then you will need to wait until it has been disconnected. We recommend waiting on the solution from Arlo Support. 

 

Thanks for visiting our Community Forums! 

 

Sydne, AT&T Community Specialist

Csfluharty

Contributor

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15 Messages

1分前

Arlo already disconnected the camera with the previous owner yesterday.  Can you tell me if the sim card is activated?  Does it matter if it says LTE sim card?

ATTHelp

Community Support

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191.9K Messages

1分前

We're happy to provide more information, @Csfluharty

 

You can visit our Activation Portal to activate your SIM. If it's already active, the portal will alert you of such. To complete activation, you will need to purchase a data plan. You can't complete the set-up process without purchasing a plan. This is an LTE camera, so you'll need a 4G LTE SIM. 

 

If your device did not come with the SIM card installed, follow the steps to insert a card into the SIM card slot: 

  1. Unlock the battery compartment by pressing and holding the latch. 
  2. Gently pull the battery door back to open the compartment. 
  3. Align the gold SIM contacts. 
  4. Insert the SIM card into the SIM card slot. 

Please let us know if you require additional help. 

 

Sydne, AT&T Community Specialist

 

Csfluharty

Contributor

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15 Messages

1分前

Thank you.  It says it does not recognize the IEMI.  This is the same number I gave to the AT&T rep who sent me the sim card. 

 

ATTHelp

Community Support

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191.9K Messages

1分前

Thanks for your response, @Csfluharty

 

We have a few questions we'd like you to answer to give us a better understanding of what you're experiencing:

  • Where did you purchase the camera? We're asking because you stated it was used, and we're trying to figure out if the error you're receiving is linked to the device or the provisioning on your account. 
  • Are you entering the IMEI correctly? To confirm, here's how to locate your IMEI:
    • Use Device Help. Select the Change device link at the top, then choose your device. Enter Find the IMEI and serial number in the search bar. The article will display with directions for your specific device.
    • The IMEI is also labeled on the retail box.
  • Did you purchase a plan when you received the SIM card? Sharing this will let us know where you are in the process. 

Thanks! 

 

Sydne, AT&T Community Specialist

Csfluharty

Contributor

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15 Messages

1分前

I purchased it from ebay.  Arlo emailed me and said they contacted the original owner and she disconnected it from her arlo account.  

Yes I am entering the IMEI correctly.  I have a plan already and transfered a old number to the camera.  They aren't the same kind of sim card so I contacted AT&T for a new sim card.  Gave him the IEMI number and he shipped it out the next day.  I have another Arlo go camera on my plan and added this one.  I went to the AT&T store to get a sim card but they said they don't carry them.  

ATTHelp

Community Support

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191.9K Messages

1分前

Thanks for your response and letting us know, @Csfluharty.

 

At this time, we'd advise for you to reach out to the original device owner for further help if you're still unable to connect your device to the cellular network. Since you're getting the "device IMEI not recognized" error, you'll need to look further into replacement options. This could mean the device won't work on the AT&T network. 

 

Also, we'd recommend for you to reach back out to ARLO for further troubleshooting steps. 

 

We do hope this information helps and let us know if you have any other questions or concerns. 

 

Lynn, AT&T Community Specialist

Csfluharty

Contributor

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15 Messages

1分前

It says Arlo Go Mobile HD Security Camera (Bell Canada) US Cellular.  I was told by the AT&T rep that US Cellular can be used with AT&T sim card.

ATTHelp

Community Support

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191.9K Messages

1分前

Hi Csfluharty, we are here to address your Arlo security camera activation inquiry!

 

We recommend visiting our nearest AT&T Store for a new SIM Card if you are unable to scan your QR code. Since your device is a third party purchase we are unable to guarantee that all services & features will work. Check out our available security cameras if a replacement is ever needed. 

 

Feel free to reach back out to us if you have additional questions. Thank you for reaching out to the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist 

Csfluharty

Contributor

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15 Messages

1分前

I have already been to the AT&T store and they do not have that size sim card at the store.  I called AT&T and gave the representative the IEMI and he sent me a new sim card.  I already have another Arlo Go camera under my account and it works fine.  I was asking will at&t work with US Cellular phones/camera?

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