Interruption of Arlo services prevents devices from being added to the HomeKit

Cupertino, October 25, 2021

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Arlo users are left frustrated as the smart home company faces a service outage that prevents devices from being added to Apple's HomeKit platform.

Listeners of AppleInsiderThe HomeKit Insider podcast reported that they were having trouble adding new Arlo devices to the HomeKit. Since then, I've heard from other users who face the same problem.

Arlo support forums are flooded with users who can't add devices to the HomeKit. One thread has over 600 frustrated comments.

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

"We are aware of an issue with resetting HomeKit tokens and remain stuck on the 'Request information about Homekit' screen," said an Arlo support representative on the forums. "The Arlo development team is investigating this issue and we will provide an update as soon as possible."

The knowledge-based response from Arlo on 27 July was the last response from an Arlo representative, as requests continued to circulate.

The outage follows Arlo, who is announcing a new live monitoring service for subscribers. The new Arlo Secure Plus increases the resolution of cloud recording to 4K with a duration of 30 days of cloud recording.

Arlo Secure Plus customers can receive the necessary emergency services sent home in case of an emergency. Agents will continuously update both users and emergency services through the Arlo application, SMS messages or a voice call.

The smart camera maker has long been a HomeKit supporter, usually launching HomeKit support for almost every product in its portfolio, including Arlo Ultra, Arlo Pro 4, Arlo Pro 3, Arlo Pro 2, Arlo Essentials Doorbell Cam and Arlo. Pro 3 Floodlight Room among others.

AppleInsider contacted the company directly to try to gather more information, including a repair schedule.

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