topic Re: Geofencing in Arlo Essential Wire-Free Cameras

Geofencing

SamHatrick — Mon, 08 Mar 2021 04:39:03 GMT

So, geofencing. You leave the set area, the cameras arm. You re-enter that area, it goes to the schedule that you’ve set. Or at least that’s what I would like. And yet, it doesn’t do this.

I’ve opened a support request months ago, Arlo have gone cold. Won’t respond. I use Arlo to ensure we are aware of who comes to our property, and I have no faith left in the product. Why would I continue a subscription to a product that fails everyday?

The story; we set both cameras geofencing and leave that zone, our garden camera goes to armed, our driveway camera remains disarmed. Wtf. When home, I want the cameras to be armed while we are asleep so I set a schedule to geofencing for when we are home. Guess what, it has never worked. Surprise.

I have deleted the apps off all devices, updated all... Still, same thing. This product, in a word, is inadequate. Customer service, inadequate.

Re: Geofencing

JamesC — Mon, 08 Mar 2021 18:03:06 GMT

SamHatrick,

Are you able to provide more specific details about how each of your modes are set up and what your schedule looks like with those modes? This may help us better understand why the camera is not behaving the way you expect.

JamesC

Re: Geofencing

SamHatrick — Tue, 09 Mar 2021 07:37:13 GMT

JamesC great to hear from someone!

Both have exactly the same settings. I can only attach one screen shot in this site. So I’ll respond via email with pictures.

Sam

Re: Geofencing

SamHatrick — Tue, 09 Mar 2021 07:40:54 GMT

JamesC I’ll just post screen shots here. Both cameras have exactly the same settings. I’ve reset them sever times, rechecked them, then again. Etc.

Re: Geofencing

SamHatrick — Tue, 09 Mar 2021 07:42:56 GMT

Pic attached

Re: Geofencing

JamesC — Tue, 09 Mar 2021 19:45:04 GMT

SamHatrick,

Do you have a screenshot of your schedule so we can see what modes should be active and at what times?

JamesC

Re: Geofencing

SamHatrick — Wed, 10 Mar 2021 21:03:00 GMT

Sure thing. Schedules exactly the same for both cameras. One has a mode clock symbol while the other does not...

Re: Geofencing

SamHatrick — Wed, 10 Mar 2021 21:03:29 GMT

Modes

Re: Geofencing

SamHatrick — Tue, 16 Mar 2021 06:23:54 GMT

JamesC is there any word on this?

Re: Geofencing

JamesC — Wed, 17 Mar 2021 16:27:54 GMT

SamHatrick,

Nothing in your screenshots point to a specific issue wit how you're set up. I will request a status update on your support ticket.

JamesC

Re: Geofencing

SamHatrick — Wed, 24 Mar 2021 05:23:07 GMT

JamesC how’s this going? Will I need to seek a refund here or can Arlo solve this issue

Re: Geofencing

JamesC — Wed, 24 Mar 2021 16:20:29 GMT

SamHatrick,

I've escalated your ticket and requested a status update. An agent will be reaching out to you with more information as soon as possible.

JamesC

Re: Geofencing

SamHatrick — Thu, 01 Apr 2021 08:27:01 GMT

JamesC?

Re: Geofencing

JamesC — Thu, 01 Apr 2021 20:32:40 GMT

SamHatrick,

It appears support has asked you to contact them again via chat or phone referencing your open support ticket number. Have you contacted support again regarding this issue?

Given this is only impacting a single camera, have you tried factory resetting the camera and resyncing to test if the issue still occurs?

JamesC

Re: Geofencing

SamHatrick — Fri, 02 Apr 2021 04:42:49 GMT

JamesC what date was this sent? I see no message.
Yes, I have factory reset the camera. Same result. Please put someone on to me that can help.