topic Re: 1 out of 3 cameras loses connection in Arlo Pro 2

1 out of 3 cameras loses connection

antoniosantos75 — Fri, 06 Dec 2019 20:03:38 GMT

I've had the cameras for 3 months and everything had worked fine. Three days ago 1 of the 3 cameras lost connectivity. The system is:

https://www.costco.com/arlo-pro-2-indoor/outdoor-wireless-hd-3-camera-security-system.product.100489223.html

1) replaced the battery - did not work

2) restarted base - did not work

3) removed the camera and synced it again - worked, but lost connection minutes after it was back outside

4) repeated #2 - same result

The problem camera is the one closest to the base. The other 2 cameras are further away and work fine. I also have 3 lights that work just fine.

Please help.

Re: 1 out of 3 cameras loses connection

johnboydavis — Sat, 07 Dec 2019 11:42:40 GMT

im having same problem. spoke to support that thinks the base unit is faulty BUT today seems to be fine then started again. I will say support do not know what they are doing. Asked how I connected the base station 2.4ghz or 5ghz yet the base has to be wired

Re: 1 out of 3 cameras loses connection

ShayneS — Tue, 10 Dec 2019 00:07:11 GMT

Hi @antoniosantos75

Is it possible to switch locations with the trouble camera/working camera? You can also try and use one of the batteries from a working camera and test.

Re: 1 out of 3 cameras loses connection

antoniosantos75 — Tue, 10 Dec 2019 00:29:40 GMT

I have tried 3 different batteries.

I have moved the camera to 3 different spots. Next to the base being one of them. And the camera keeps losing connection and going offline.

Re: 1 out of 3 cameras loses connection

ShayneS — Tue, 10 Dec 2019 18:10:00 GMT

Hi @antoniosantos75

Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support

Re: 1 out of 3 cameras loses connection

antoniosantos75 — Tue, 10 Dec 2019 18:59:53 GMT

By email, yes. Sent a message, with description of problem, serial number, etc, yesterday. Have not heard back.

By phone, no. Will try, even if I am over the 90 days support is supposedly available by phone. My system was delivered 08/30/19.

Re: 1 out of 3 cameras loses connection

ShayneS — Tue, 10 Dec 2019 19:41:15 GMT

@antoniosantos75

Please feel free to give support a call & they will be glad to assist you.

Re: 1 out of 3 cameras loses connection

johnboydavis — Tue, 10 Dec 2019 20:06:11 GMT

do you have an Arlo chime or door bell?? found they are the problem for my cameras going offline

Re: 1 out of 3 cameras loses connection

antoniosantos75 — Tue, 10 Dec 2019 20:09:24 GMT

No, but I have 3 lights.

Re: 1 out of 3 cameras loses connection

johnboydavis — Tue, 10 Dec 2019 20:12:29 GMT

lights are fine I have 9 of them and they use their own base unit and use Bluetooth, got a new base unit and had same trouble cameras going offline but if I don't connect the chime and bell the cameras all work fine

Re: 1 out of 3 cameras loses connection

antoniosantos75 — Tue, 10 Dec 2019 20:19:59 GMT

Yeah, the lights are connected to a bridge. The cameras are connected to the base station. To me it seems my problem is with the camera and not the base. The 2 other cameras I have have no issues. And are further from the base than the one with problems. Though I have moved the one with problems and it has issues regardless of distance to the base

Re: 1 out of 3 cameras loses connection

StephenB — Thu, 12 Dec 2019 14:49:50 GMT

@antoniosantos75 wrote:

To me it seems my problem is with the camera and not the base.

Reading through your symptoms, I agree with your assessment.

Phoning support is the next step.