topic Re: Camera not charging so I can't add to account in Arlo Essential Wire-Free Cameras

Camera not charging so I can't add to account

MeadeEM — Fri, 05 May 2023 18:25:08 GMT

I'm trying to help my grandmother with setting up a camera she purchased in October 2022. I've followed the factory reset instructions, but no lights show up on the camera. When I try to contact support through the virtual assistant, it tells me that I'm not entitled to live agent support. I'm assuming this is because the camera hasn't ever been successfully added to the account. Is there another way to contact support, or anything else I can try to get this camera working?

Re: Camera not charging so I can't add to account

StephenB — Sat, 06 May 2023 11:52:24 GMT

@MeadeEM wrote:

I'm trying to help my grandmother with setting up a camera she purchased in October 2022. I've followed the factory reset instructions, but no lights show up on the camera. When I try to contact support through the virtual assistant, it tells me that I'm not entitled to live agent support. I'm assuming this is because the camera hasn't ever been successfully added to the account. Is there another way to contact support, or anything else I can try to get this camera working?

I'm tagging the mods ( @JamesC and @ShayneS ) so they can assist you in reaching support.

Phone support also requires a subscription (trial or paid), but in the case the camera should still be under warranty so she is entitled to get support.

She might still be able to exchange it with the seller (depending on where she purchased it).

Re: Camera not charging so I can't add to account

ShayneS — Mon, 08 May 2023 20:43:56 GMT

Hi @MeadeEM

Are you still experiencing an issue installing your device?

Re: Camera not charging so I can't add to account

MeadeEM — Tue, 09 May 2023 00:50:43 GMT

Thanks for checking in @ShayneS (and thanks for directing this @StephenB !).

Yes, I'm still experiencing an issue. I've tried leaving the camera plugged in overnight to charge, but it doesn't seem to make a difference. The camera gets warm while it's plugged in, but no lights show on the front at any point. I'm still unable to connect to the camera or perform a factory reset. I believe I was able to get the camera connected back in October, but it has since disappeared from the account.

Re: Camera not charging so I can't add to account

ShayneS — Tue, 09 May 2023 20:16:48 GMT

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43476184

Re: Camera not charging so I can't add to account

MeadeEM — Tue, 16 May 2023 16:52:23 GMT

The situation has been resolved. Thank you for your help!

Re: Camera not charging

mboni15 — Fri, 19 May 2023 06:45:02 GMT

Hello, I am having a similar problem. My camera indicated the batter was low so I brought it in to charge and it doesn’t show any lights while charging and it also gets warm. I’ve left it plugged in overnight with no change.

Re: Camera not charging

jguerdat — Fri, 19 May 2023 12:19:59 GMT

I'd be mildly concerned about the camera getting noticeably warm while charging. Of course, the exact level of warmth would be the issue with hot being real trouble.

In any event, use Settings, Support (Center) to select your camera model and start talking to official support for a possible RMA.