topic Re: Battery discharging while plugged in in Arlo Pro

Battery discharging while plugged in

Johnny290 — Tue, 05 Oct 2021 15:57:57 GMT

Arlo ultra plugged in , battery will charge to 100%. If left plugged in battery will discharge down to zero and go offline. At the time that it's discharging battery level in the app still says 100% it will keep saying 100% until finally it goes completely offline down to 0%. all this happening while plugged in. Yes I am using an Arlo charger and an Arlo wire. This whole process of discharging down to zero takes less than 24 hours. Yes I have refreshed the app cleared my cache. Like I said the whole time it is discharging the battery states that it's at 100%.
I've also tried restarting the base station. Unplugging base station for a minute and plugging it back in. Uninstall the camera reinstall the camera. Nothing helps

Re: Battery discharging while plugged in

ShayneS — Thu, 07 Oct 2021 16:51:23 GMT

Hi @Johnny290

Are you still experiencing this issue with your battery? I have a few questions for you.

Did your camera periodically go offline prior?
Do any of your other devices appear offline?
Can you provide a screenshot of the error message?

Re: Battery discharging while plugged in

Johnny290 — Tue, 05 Oct 2021 16:18:43 GMT

Yes I'm still experiencing the issue. The camera will charge up normally, in the app it'll say 100%. But what's really happening now it is discharging and it will discharge all the way down to zero and just go offline. I have another camera plugged in and that one works normally and does not discharge. Notice the camera that says Rear garage look how the battery icon is hollow with the lightning bolt that is now discharging

Re: Battery discharging while plugged in

ShayneS — Tue, 05 Oct 2021 17:04:48 GMT

Hi @Johnny290

Can you swap batteries with a camera that is charging correctly, I would like to see what happens. If possible, can you try a different power adapter/cable?

Thank you

Re: Battery discharging while plugged in

Johnny290 — Tue, 05 Oct 2021 17:07:29 GMT

I've already tried that I've tried a different wire I've tried different power adapters I have two cameras that have this problem swapping batteries did not help I have one camera that will stay charged when plugged in I have a total of three cameras Arlo ultra

Re: Battery discharging while plugged in

Johnny290 — Tue, 05 Oct 2021 17:08:24 GMT

And when I say the battery discharges I mean it goes down to zero I got to spike the battery to get it to start charging again

Re: Battery discharging while plugged in

ShayneS — Tue, 05 Oct 2021 18:23:35 GMT

Do you have another account with Ultra cameras, after reviewing your account I can see Pro series cameras & they are functioning properly without Any sudden battery drain. If you are using another account with the Ultra cameras, please send me a PM with your account email so I can review it.

Re: Battery discharging while plugged in

Johnny290 — Tue, 05 Oct 2021 18:29:40 GMT

How do I send you a PM I'm not sure how to do it

Re: Battery discharging while plugged in

Johnny290 — Tue, 05 Oct 2021 18:32:56 GMT

Cancel that sent it

Re: Battery discharging while plugged in

Johnny290 — Tue, 05 Oct 2021 22:03:59 GMT

I p.m. you did you get it

Re: Battery discharging while plugged in

ShayneS — Tue, 05 Oct 2021 23:16:32 GMT

Received, I will have someone take a look & I will provide an update as soon as possible.

Re: Battery discharging while plugged in

ShayneS — Thu, 07 Oct 2021 16:52:23 GMT

Hi @Johnny290

I wanted to let you know, the Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

Re: Battery discharging while plugged in

Johnny290 — Sat, 09 Oct 2021 11:57:31 GMT

Once again my camera plugged in charged up to 100% and now it's on the way to going down to 0% where soon it will be offline.

Re: Battery discharging while plugged in

Johnny290 — Sat, 09 Oct 2021 20:00:49 GMT

7 hours later Arlo ultra plugged in, battery is now dead went from 100% down to zero plugged in

Re: Battery discharging while plugged in

Johnny290 — Sun, 10 Oct 2021 20:33:49 GMT

In this screenshot you can see that the battery has a lightning bolt through it. And yet the camera is not even plugged in I did refresh the app force close and open it again still a lightning bolt as if it's plugged in. I am using the latest app. I also restarted the base station to see if it would change and it did not the camera still thinks it's plugged in
. If I left it plugged in it would decharge down to zero.

Re: Battery discharging while plugged in

ShayneS — Mon, 11 Oct 2021 16:44:28 GMT

HI,

Can you try swapping the battery between 4k rear garage and 4k pond and give that change a few days to test the results.

Re: Battery discharging while plugged in

Johnny290 — Mon, 11 Oct 2021 17:00:11 GMT

I will swap them for you but both of those cameras have the same problem. The only one that works correctly is front garage

Re: Battery discharging while plugged in

Johnny290 — Mon, 11 Oct 2021 17:01:59 GMT

And the front garage camera is using an aftermarket wire and an aftermarket charger and that's the only one that doesn't have a problem

Re: Battery discharging while plugged in

Johnny290 — Mon, 11 Oct 2021 17:34:52 GMT

Batteries are swapped

Re: Battery discharging while plugged in

Johnny290 — Wed, 13 Oct 2021 09:59:33 GMT

All the way down to 2% after being fully charged