topic Re: VMC2040 - camera picture is frozen to the sec the camera was added in Arlo Essential Indoor Camera

VMC2040 - camera picture is frozen to the sec the camera was added

nshavitt — Sat, 04 Nov 2023 21:10:57 GMT

After quite a few tries to add a camera, I finally managed , got the message the camera was added but the picture is frozen to the minute it was added. whenever I open the camera, I see the same picture, from the sec it was added. tried to check if any firware updates are required, but in the settings, it says no firmware update required.

Need urgent solution, please.

Is there a way to live chat, to resolve this issue?

thanks

Re: VMC2040 - camera picture is frozen to the sec the camera was added

StephenB — Sat, 04 Nov 2023 23:55:36 GMT

@nshavitt wrote:

Is there a way to live chat, to resolve this issue?

Yes, but you might find it works better to use phone support. That avoids the bot.

Either way, you access it from the app. Don't google for a phone number.

https://kb.arlo.com/000062461/What-is-the-Support-Center-in-the-Arlo-App

Phone support is available between 6 am and 6 pm US pacific time.

Re: VMC2040 - camera picture is frozen to the sec the camera was added

nshavitt — Sun, 05 Nov 2023 05:33:33 GMT

I bought the camera more then 90 days ago, no support plan for me and I'm using it to watch my mom (very old).

Need urgent help to resolve the issue.

All worked fine, till I wanted to switch to a different WIFI: After a few failures to switch wifi, I removed the camera. When I tried to add it back, it forced me to upgrade the app, but failed from within the app. so I got the upgrade from the play store. then added the camera, an got the frozen picture.

What's wrong? Please help ASAP

Re: VMC2040 - camera picture is frozen to the sec the camera was added

StephenB — Sun, 05 Nov 2023 11:17:30 GMT

@nshavitt wrote:

I bought the camera more then 90 days ago, no support plan for me and I'm using it to watch my mom (very old).

The warranty is 1 year - though you might need help from one of the mods ( @JamesC , @BrookeN @ShayneS ) to reach the support team.

You could also get a single camera monthly subscription - that would allow you to reach phone support via the app. After your issue is resolved, you could then cancel.

Re: VMC2040 - camera picture is frozen to the sec the camera was added

BrookeN — Mon, 06 Nov 2023 21:15:21 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.