topic Re: One of two cameras goes offline in Arlo Pro

One of two cameras goes offline

General_Zodd — Mon, 09 Jan 2017 16:01:36 GMT

Recently acquired a new 2 camera Arlo Pro kit.

One of the cameras works perfectly. The other

will not stay linked to the base station. It will go offline

within 5 minutes or less while right next to the base

unit. Moving it about 30 feet away, it will go offline

within a minute or two.

I consider myself an experienced user with tech

(ie. I went so far as to look up the FCC ID filing on

the camera to get information on it's power output

and modulation scheme). FYI, it's about 230 mW.

When I put the camera on my 2-3 Ghz Agilent

spectrum analyzer, I measure nowhere near the

certified power levels. Leading to me believe an

actual hardware problem exists with the unit. Now

granted, I don't have the proprietary software to

connect to the microUSB port and interrogate or

put the unit into some sort of diagnostic service

mode - but I can measure it's RF emissions.

Explaining this to the minimum wage droid on the

other end of the "support" line is pointless. They read

off a script. Go outside it, and you get nowhere.

Everything she described I've done (power off cam,

base, remove cam, resync, yadda, yadda, yadda)...

all been done. Same issue exists - camera drops the

link within 5 minutes... .experiments also attempted

in an sterile wi-fi environment (ie. no other wi fi

emitters , other than the access point).

The camera is defective !

Model VMC4030, H7, Firmware 1.090.0.0_9945

It was part of the 2 camera kit - camera 1 good,

camera 2 bad.

Any Arlo reps here want to contact me to arrange

a warranty replacement ??? If not, I will simply return

the entire kit for a refund - searching posts it seems

my camera is not the only one that was replaced under

warranty for the same issues.

Re: One of two cameras goes offline

TomMac — Mon, 09 Jan 2017 16:01:51 GMT

Interesting ... Question, did you compare the 'bad' camera signal strength with te 'good' one? Wondering is the good one was on par with specs ?

As to the replacement, It would prob be quicker to file a trouble report thru Netgear Support than get assitantance thu the forum.

That way you'll get an answer and can decide which way to go.

https://www.arlo.com/en-us/support/contact.aspx

Re: One of two cameras goes offline

Marquise23 — Mon, 09 Jan 2017 16:02:05 GMT

I am extremely curious on what the good camera's power output is! I have the 4 Camera system that was working well until recently.

I have one camera's mic is not working and the other camera has just recently been going offline! Seems like everytime I mount it back outside, it goes offline.

I already contacted customer service support and it's already been almost 2 weeks, with no resolution.

Re: One of two cameras goes offline

General_Zodd — Mon, 09 Jan 2017 16:02:20 GMT

I wasn't aware of the process. Ok I just opened a trouble ticket, and we'll

see what kind of "customer service" is offered up. I specifically requested

a warranty replacement. Listening to someone read off a script reminds

me of this Dilbert comic strip. They probably have zero hands-on experience

troubleshooting systems, much less comprehend RF or board level faults.

http://www.jerseysmarts.com/2004/10/02/dilbert-tech-support/

To the other poster, I did not specifically measure power on the "good"

camera. My guess (as an engineer) is there is proprietary software that

enables certain test modes in the camera, and they can ramp power

up or down, inject a test pattern, measure bit-error-rate, etc. No doubt

via the microUSB port.

For those that are interested, here is a link to Arlo's FCC filing info on

the camera

https://fccid.io/PY316200349

It's anyone's guess what sort of 2.4 ghz SoC they're using in their

design. I could probably open up the camera and look at the chip to

find the datasheets. Unfortunately, that definitely voids the warranty.

Finding other users with the same issues, lends me to believe there might

have been a bad "run"/batch of cameras with a known defect/issue that

they are refusing to acknowledge.

I'm still within my return window, and we'll see what happens.

Re: One of two cameras goes offline

hokeysmoke — Mon, 09 Jan 2017 16:02:37 GMT

Having been a recent recipient of a defective camera (after purchasing 9 Arlo cameras that work fine), I recommend the "drop us a line" email trouble ticket approach. It took one round trip of details to check off with the entry-level support that got them to escalate to level 2 where I was immediately given an RMA number for an exchange, all within 24 hours.

Re: One of two cameras goes offline

Marquise23 — Mon, 09 Jan 2017 16:02:51 GMT

Wow! All wihin 24 hours? Not in my case, been almost 2 weeks for me and still no remedy OR RMA!

My 4 cam system was purchased in November 2016. Worked well until Mid-December. First a mic issue, now yesterday, an offline cam issue. I have to see if I can still return it to the store. I am extremely upset.

Re: One of two cameras goes offline

Rogerwilco357 — Tue, 25 Apr 2017 09:05:08 GMT

I have a five camera setup and two of the he from getting constantly bug out and loose connection to the point that it's very inconvenient, resetting and checked my batteries up and down the ladders . Hope-they figure out if it's hardware or software glitch and since mine are over a year if I have any chance getting them fixed.

Re: One of two cameras goes offline

Rogerwilco357 — Tue, 25 Apr 2017 09:05:28 GMT

Re: One of two cameras goes offline

jguerdat — Tue, 25 Apr 2017 12:28:23 GMT

How long has this been going on? I've had no issues with any of my cameras like this. In the future, be sure to open a case with support so there's tracking - too many folks wait too long and fight a problem that a simple replacement fixes.

Re: One of two cameras goes offline

JamesC — Tue, 25 Apr 2017 17:51:55 GMT

Rogerwilco357,

What is the signal strength like for the 2 cameras having this issue? Poor signal strength could be causing the camera to struggle maintaining it's connection with the base.

JamesC