topic Re: 1 camera constantly offline in Arlo Pro

1 camera constantly offline

amunguia — Thu, 03 Nov 2016 16:49:28 GMT

I just bought a Arlo pro 4 camera system and synced it all worked great. Then I started to notice 1 of the cameras kept going offline right after setup (the 3rd camera to be exact ) I've done
- pulled the battery and reinstalled it
- switch the battery with another camera
- resynced the camera about 5 times
-reset the base unit
-reset the router

I've done everything I could think of and the camera goes offline about 30 mins after I reset it. While testing the camera its literally 2-3 feet away from the base unit and it still goes offline. I am under the 14 days return policy but I'd hate to return the whole system for 1 faulty camera as the system is not at any local Bestbuy I ordered it online.
Any recommendations thanks

Re: 1 camera constantly offline

jguerdat — Thu, 03 Nov 2016 17:10:02 GMT

If swapping is out of the question, you'll need to open a case with support.

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

Re: 1 camera constantly offline

dane — Fri, 04 Nov 2016 03:34:13 GMT

Have the exact same proble, tried everything and yet to have camera working for me, contacted Arlo support a week ago and so far has just been a back and forth of emails, stating looking in to it, sending to second level, after that level, again trying to call only never received call and now back to work I'll call tomorrow again. This is really poor customer service, first I have the mount issue and now can't even get one of the cameras working since day one. This is after spending for the 4 camera package.

Re: 1 camera constantly offline

b1gted — Fri, 04 Nov 2016 04:32:00 GMT

Same exact problem. When reading your message, I could have written it, it is that close to the same issue. Anyway, I just spent 30 minutes in a chat with a nice person that has said they escalated my case to the next level and should get a phone call within 48 hours. I hope this is the case, as obviously this 1 camera out of 4 has a hardware issue! Anyway, I have a case # and hope to get it resolved sooner than later. Like someone else said, spending $650 on a 4 camera setup and to have issues since day one without a quick resolution is not good.

Re: 1 camera constantly offline

Tress66 — Sat, 05 Nov 2016 04:01:22 GMT

Same EXACT problem here. Tried everything..nothing fixing it. Seems to be a lot of similar complaints popping up. Netgear needs to fix this quickly.

Re: 1 camera constantly offline

JamesC — Wed, 16 Nov 2016 22:55:41 GMT

If the troubleshooting steps in the original post do not work and you are still experiencing this behavior, please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link. If you have any additional questions/concerns feel free to private message me. I would be happy to help.

JamesC

Re: 1 camera constantly offline

Coolbreeze72 — Sat, 26 Nov 2016 10:00:52 GMT

Got the same issue since installing my 4 camera set a week ago. Tried all the suggested solutions and none of them work.

Just logged a ticket and have a case number.

Hope this gets resolved soon!!

Re: 1 camera constantly offline

Vinhray — Sun, 27 Nov 2016 04:28:27 GMT

Poor me, the same issue found with my device. Can u share me the device serial no. I suppose we can feedback this problem with NETGEAR together.

Re: 1 camera constantly offline

Tress66 — Sun, 27 Nov 2016 12:36:20 GMT

Opened a trouble ticket with Nethear and received a replacement camera a few days later. Annoying problem, but customer service did a great job fixing it.

Re: 1 camera constantly offline

Jamie1366 — Sun, 27 Nov 2016 16:26:48 GMT

Same problem two days in. Fix it will you?

Re: 1 camera constantly offline

JamesC — Thu, 01 Dec 2016 19:08:32 GMT

Jamie1366,

JamesC

Re: 1 camera constantly offline

Teepartee — Sun, 01 Jan 2017 22:34:40 GMT

I am having the same problem. I bought the two camera set. The first one I synced works just fine but the second one goes off line sometimes only after 10 minutes. I have tried ALL the troubleshooting suggestions and still have a problem. Really like the camera that works. I bought from Amazon and have only had them for about a week. UGH!! Support team please help!

Re: 1 camera constantly offline

JamesC — Tue, 03 Jan 2017 18:29:39 GMT

Teepartee,

It could be an issue with the location. Consider swapping the affected camera with the one that is behaving correctly to further isolate the issue. Do you get the same results?

JamesC

Re: 1 camera constantly offline

Teepartee — Wed, 04 Jan 2017 18:39:17 GMT

I did try that already but still have the same problem. Even put the camera right next to the base and it still goes offline. I do have a case number so hopefully I will get some help or be able to get a working camera. Thank you for the suggestion.

Re: 1 camera constantly offline

jpiette — Wed, 04 Jan 2017 19:26:30 GMT

I am having the same problem today....

Re: 1 camera constantly offline

JamesC — Fri, 06 Jan 2017 16:45:31 GMT

jpiette,

Do you see any different behavior when viewing from a different device?

JamesC

Re: 1 camera constantly offline

HeadRush — Mon, 09 Jan 2017 11:03:40 GMT

Also having the same problem, bought a 4 pack, one is faulty.

Been in contact with netgear, back and forth msg's and now getting to a point where they cant assist and i need to send them the faulty one (and pay for shipment) , i also need to pay them to send me a replacement, problem is i got the cameras from canada and am now in south africa.

the cost for paying for 2 shipments is the same price if not more than me buying 2 new cameras.

not sure what to do now...

Re: 1 camera constantly offline

jguerdat — Mon, 09 Jan 2017 12:48:45 GMT

Unfortunately, that just the way it works when purchasing a device in one country and using it in another. Purchasing locally is the best way since it also provides local (same country) warranty. There are lots of expensive devices that can be bought cheaper but are "gray market" - new equipment that was meant for another country. The same issue pops up when you need to have it serviced - the local warranty doesn't apply so you have to ship it back to the proper country. This has long been an issue for cameras and lenses.

Basically, you're stuck between a rock and a hard place...

Re: 1 camera constantly offline

HeadRush — Mon, 09 Jan 2017 12:58:28 GMT

Yeah I know, but only thing is that south africa only has the Arlo and not the Arlo Pro and the batteries here are expensive and the other features are lacking etc.

I wish this could be fixed via firmware upgrade, that would be great.

Re: 1 camera constantly offline

Jamie1366 — Mon, 09 Jan 2017 14:10:57 GMT

Ok people... This is not a case of what country but the fact that Netgear manufactures faulty products! Come on... everyone is having the same issue...the product arrives, does work at all, you contact Netgear and they refer you to Arlo. Netgear is of absolutely NO help!