topic Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100! in Arlo Pro

One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

cbowling — Mon, 01 Jul 2019 18:01:32 GMT

So my camera doesn't recognize a recharged battery. The error message is to recharge the battery. I know it works since I tested it on another camera. Support says it's a virus they can fix for $100. Anyone ever heard of this expensive charge? My set is about one year.

Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

cbowling — Mon, 01 Jul 2019 18:01:48 GMT

It's a VMC4000

Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

TomMac — Mon, 01 Jul 2019 18:01:59 GMT

Do NOT google for help...you end up with a fake service.

Only Arlo support is here; https://www.arlo.com/en-us/support/contact.aspx

It's not a virus BTW, but just may be an issue with camera... make sure the contacts are clean on both battery and camera.

Also, does it function when plugged in ?

Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

cbowling — Mon, 01 Jul 2019 18:02:15 GMT

I contacted them thru the chat (via PC) window on their site. From there a support guy called me. He would put me on hold a few times to "talk with the technicians". It took about 45 seconds for them to decide it was a virus. He wanted to schedule someone to come out to clear it for $99.99! My second camera is fine, BTW. I'm fairly aware of phishing, but I did reach these forums from the same site.
I also traded out batteries with the other camera and camera contacts look clean. Thx for replying!

Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

cbowling — Mon, 01 Jul 2019 18:02:28 GMT

I thought it was strange when I got the call. I had just filled out the "request for a return call" window. I was expecting a call 9 am the next day. The call came within seconds of completing it & displayed "private number". It sounded like an outsourced agent.

Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

JessicaP — Mon, 01 Jul 2019 18:02:41 GMT

Hey cbowling,

As TomMac mentioned, make sure you do contact our support team with the given link. Our support team will never ask you for payments, credit card numbers, or bank information for support service. Read more about it here: How can I avoid Arlo support scams?

Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

rbronco21 — Fri, 11 Oct 2019 00:24:58 GMT

Any resolution for this? I have a camera doing this now too.

Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

JessicaP — Fri, 11 Oct 2019 15:15:59 GMT

Hi rbronco21,

Do you have another Arlo Pro camera? If so, try switching batteries and see if the other camera recognizes it.

Otherwise, you'll probably need to contact the support team to check your battery, which you can contact using the provided link.

Re: One camera doesn't recognize recharged battery. Support says it's a virus they can fix for $100!

rbronco21 — Mon, 14 Oct 2019 23:19:15 GMT

This one was hard to get to, so it took me a while. I climbed the ladder and popped the battery out for a minute or two and retried it before I swapped for another charged battery or to move to a different camera. That powered off time took care of the issue and it shows 100% now.