topic Re: Siren says it is active, but it makes no sound? in Arlo Pro

No Alarm When Using The Web Or Mobile App

trebor711 — Wed, 12 Jun 2019 16:50:28 GMT

You guys did it again. On the last update the alarm was very low when initiated via the mobile app. Now, on this latest app, there is NO ALARM when initiated thru the mobile app or the web. You guys really screwed up this time!! Please fix this ASAP. And please, in the future, test your updates before you released them to the public.

Siren says it is active, but it makes no sound?

mikepwagner — Sun, 26 May 2019 23:05:35 GMT

I added three cameras this afternoon, and added a new mode to active the siren if anyone of those cameras detected motion or sound.

It took a fair amount of experimentation, and at one point, the siren stopped working.

Now, even if I manually activate the siren, it says the siren is, but the siren is not malking any noise.

I tried restarting the base station, and that apparently did not fix the issue.

Mike

Re: Siren says it is active, but it makes no sound?

mikepwagner — Mon, 27 May 2019 00:37:33 GMT

Unplugging the base station and plugging it back in worked.

Re: Siren says it is active, but it makes no sound?

Dannybear — Mon, 27 May 2019 09:00:24 GMT

I observed yesterday that an unintended entry occurred that should have triggered the base station siren.

After reading mike’s post
I tried to activate it manually but no sound is emitted regardless of several attempts. The App says it should be screaming.
Doing a software restart has no effect on behaviour.
Doing a power cycle of the base has restored correct operation.

Re: Siren says it is active, but it makes no sound?

Dannybear — Tue, 28 May 2019 10:51:51 GMT

I am saddened to say that the siren failed to work again when required. I tested it manually and just got silence. Restart of the base got it working again. Looks like it behaves the same as the time zone issue everyone is getting. Will check it before and after midnight NYC time to see if it gets broken again.

Re: Siren says it is active, but it makes no sound?

jguerdat — Tue, 28 May 2019 12:59:57 GMT

If it's a hardware problem, only opening a case will get an RMA:

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

Re: Siren says it is active, but it makes no sound?

Dannybear — Tue, 28 May 2019 13:24:07 GMT

@jguerdat
You could be right, with all that’s been occurring post the last few firmware updates gives me a bad feeling that the NAND Flash block memory in the base is continually being damaged.
It is a shame since most of my ten functionality issues have since been resolved with this last base firmware update. This siren issue is a new one though.

Re: Siren says it is active, but it makes no sound?

Dannybear — Wed, 29 May 2019 00:36:57 GMT

Ok, tested the siren again this morning and could not get it to sound. Both iOS App and web portal says it should be screaming but just silence.
Tried the restart function and comes back with a error related to the camera device is busy. Had to power cycle to get the siren to work again.
Will check it again in an hour to see how long it takes to go bad again.

Re: Siren says it is active, but it makes no sound?

Dannybear — Wed, 29 May 2019 10:48:00 GMT

Ok, it’s been 10 hours since the last base power cycle and the siren has stopped working. Tested each hour and was ok until now.
Tried to restart the base from the app several times but again no joy, app says the base has restarted but the base LEDs show normal operation and app then shows base is normal. Power cycle restored the siren correct operation. Restart of base also now working correctly.

Re: Siren says it is active, but it makes no sound?

jguerdat — Wed, 29 May 2019 13:21:59 GMT

Sounds like a wonky base to me. Open that case with support:

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

No Alarm When Using The Web Or Mobile App

ShayneS — Wed, 12 Jun 2019 16:50:38 GMT

Hi @trebor711

Are you still experiencing this? I was not able to reproduce the issue as you described.

Re: Siren says it is active, but it makes no sound?

Dannybear — Wed, 29 May 2019 21:41:14 GMT

@jguerdat
Yes the base behaviour does suggest it’s wonky or at least the firmware in it. As it only started after the last base update and that others are having same experience also I will wait out for the next release. I see no value with contacting support since my last correspondence indicated to me that my case was redirected to the appropriate department which in layman’s terms means the waste bin.

Re: Siren says it is active, but it makes no sound?

mikepwagner — Thu, 30 May 2019 01:21:56 GMT

How do I open a support ticket?

We just tested it again. When someone walks in those rooms, the cameras detect the motion correctly, and the app says the siren is activated and gives me the button to turn it off, but there is no sound.

I think that I need to open a ticket.

Re: Siren says it is active, but it makes no sound?

Dannybear — Thu, 30 May 2019 02:21:31 GMT

Take a look at the support link in message 9 of this thread provided by jguerdat.
I suggest you go straight down towards the bottom of the page to the phone number drop down list for you country. Make sure you get a case number assigned to you.

Re: Siren says it is active, but it makes no sound?

mikepwagner — Thu, 30 May 2019 02:40:27 GMT

I called support - they worked with me for an hour trying to get the base station to reset successfully, and it never did.

So they gave me an RMA number, and they will replace the base unit.

That all went pretty well by my standards.

Re: Siren says it is active, but it makes no sound?

Dannybear — Thu, 30 May 2019 02:47:28 GMT

Suggest that you get confirmation that they will send you the return label postage at their cost and not yours.

Re: Siren says it is active, but it makes no sound?

mikepwagner — Thu, 30 May 2019 03:17:20 GMT

I seleced an option where the ship me a replacement Base System and a shipping label, then I ship the defective unit back. All of that cost me $16.90. Annoying, but I guess I don't care.

The web inteface was wierd - I got to the point where I entered my credit card info and entered all of that an pushed the "Place your order" button. After that processing, it said "close this window and click Submit to complete your order." When I followed the instrcutions, it re-opened the credit card window. I thought that maybe I had messed up, so I tried again, with the same result.

At any rate, I checked with my credit card and the $16.90 showed up, so I guess the order went though - maybe I will get some email tomorrow.

Re: Siren says it is active, but it makes no sound?

Dannybear — Thu, 30 May 2019 12:27:44 GMT

Well I have been restarting my base station hourly to see when it fails to restart and sure enough it failed right after midnight L.A. time. So I wonder who’s base I have been restarting all these times it fails I wonder.

Re: Siren says it is active, but it makes no sound?

mikepwagner — Thu, 30 May 2019 16:24:14 GMT

Does anyone know the email address for customer support at arlo?

My credit card has two pending charges for the RMA swap I chose, but support told me that the RMA has not been initiated,

They told me to email them a screen shot of the charges, and I thought the email that they told me was customer@arlo.com, but that email just bounced.

I like the product a lot, but the customer support seems to be very time consuming.

Re: Siren says it is active, but it makes no sound?

ShayneS — Fri, 31 May 2019 16:51:55 GMT

Hi @mikepwagner

You can contact Customer Support at anytime & provide them with your RMA number or Case number. They will be able to look in to any potential issues.