topic Re: Arlo battery cam dying within 24 hours in Arlo Pro 2

Arlo battery cam dying within 24 hours

JaBbyJab — Thu, 16 Jan 2020 18:05:07 GMT

Purchase 7-11-2018

I have 4 cams. The battery usually last 5-6 months before I’ve had to charge. I’ve never had to charge more than one cam at a time.

ALL OF THE SUDDEN. 1-11-2019 all of my cameras die at the same time. I charge them... and they all die. Within 24 hours. Battery problem? No way... Not every single battery at the same time (2 cams inside, 2 cams outside.. opposite sides of the house one is 5 ft from base, one is 50 ft from base.) Update? Hasn’t been an update. HomeKit was linked since its been possible and there was no change in battery life, BUT as of yesterday I removed it and had no resolution. Batteries still die.

I’m looking to see if anybody has had the same issue. I’m thinking arlo messed something up.

Re: Arlo battery cam dying within 24 hours

ShayneS — Thu, 16 Jan 2020 19:44:35 GMT

Hi @JaBbyJab

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

Re: Arlo battery cam dying within 24 hours

JaBbyJab — Wed, 22 Jan 2020 19:03:37 GMT

Manufactures warranty is 12 months.

call support is only for the first 90 days.

Re: Arlo battery cam dying within 24 hours

ShayneS — Wed, 22 Jan 2020 19:50:55 GMT

@JaBbyJab

Have you attempted to call customer support?

Re: Arlo battery cam dying within 24 hours

ShayneS — Wed, 22 Jan 2020 19:54:03 GMT

Hi @JaBbyJab

I have opened a case for you. Customer Support will be reaching out to you as soon as possible. I have provided the case number for your reference: 41412652

Re: Arlo battery cam dying within 24 hours

jguerdat — Thu, 23 Jan 2020 14:04:49 GMT

@JaBbyJab wrote:

Manufactures warranty is 12 months.

call support is only for the first 90 days.

Nope. You can call support for free after the warranty runs out.

Re: Arlo battery cam dying within 24 hours

JaBbyJab — Thu, 23 Jan 2020 19:10:19 GMT

“Phone support is included with any Arlo subscription, and free for the first 90 days after any Arlo purchase. Ready to chat? Let us know where you're calling from:“

Maybe they could update their website.

Re: Arlo battery cam dying within 24 hours

JaBbyJab — Thu, 23 Jan 2020 19:11:06 GMT

Thanks, I received the confirmation email.

Re: Arlo battery cam dying within 24 hours

JaBbyJab — Wed, 29 Jan 2020 03:03:48 GMT

UPDATE: No solution as of yet. Arlo has decided to send a new base station with hopes of resolving the battery drain.

Re: Arlo battery cam dying within 24 hours

ertriad — Wed, 29 Jan 2020 19:16:44 GMT

I now have exactly the same problem and no way can it be the batteries at fault !

I bought a two camera Pro 2 system back in Nov/Dec 2018. I bought a third camera in Dec 2019. Within the last 1-2 weeks, the batteries on all 3 cameras which I would add are normally left DEACTIVATED in the App, die within 3-4 days of charging to 100%. Previously it would take months for the batteries to die that fast.

I should add I normally activate my cameras, and position outside, when I go away on holiday. Normally therefore, the cameras are inside my home and kept DEACTIVATED. Why then should the batteries be discharging at all ?

There must be in my view, some sort of high current drain that has suddenly presented itself, but how to localise ?

Any advice anyone ?

Re: Arlo battery cam dying within 24 hours

ShayneS — Wed, 29 Jan 2020 19:41:34 GMT

Hi @ertriad

What troubleshooting steps have you tried so far? I do not want to suggest anything you may have previously performed.

Re: Arlo battery cam dying within 24 hours

JaBbyJab — Wed, 29 Jan 2020 20:06:01 GMT

@ertriad

Still waiting on the replacement base station to arrive. No solution as of yet.

Re: Arlo battery cam dying within 24 hours

ertriad — Wed, 29 Jan 2020 22:06:23 GMT

None yet. Am currently recharging all 3 batteries. Once batteries are all at 100%, was then going to try:

‘Disarming’ base station then reconnecting after say 1 week to then check on level of battery discharge
‘Removing’ each device then reconnecting say 1 week later to then check on level of battery discharge
Removing batteries from all cameras, leaving for 1 week then plugging back into cameras to then check on level of battery discharge

Open to ideas !

Has there been any sort of automatic update/upgrade released to the base station and/or cameras within say the last 2 weeks ? Do they anyway automatically update/upgrade ?

I should add I have reported problem to Arlo Support - case number 41425883 (within which I referenced case number 41412652).

Re: Arlo battery cam dying within 24 hours

ertriad — Wed, 29 Jan 2020 22:10:57 GMT

Just thought of a better first step - will simply 'restart' the base station then check on rate of battery discharge !

Re: Arlo battery cam dying within 24 hours

ShayneS — Wed, 29 Jan 2020 22:20:56 GMT

@ertriad

"Just thought of a better first step - will simply 'restart' the base station then check on rate of battery discharge"

That is a good first step, another step if that doesn't help, would be removing the cameras form Settings > My Devices > Re-Add them.

Re: Arlo battery cam dying within 24 hours

JaBbyJab — Wed, 29 Jan 2020 22:25:42 GMT

@ertriad
An update occurred for the base station Jan 2nd, 2020 (Arlo customer support rep informed me.)

Your case will more than likely result in Arlo sending you a new base station and a free battery. Like I said, I’m still waiting for my package to arrive... will update when it arrives.

Re: Arlo battery cam dying within 24 hours

ertriad — Thu, 30 Jan 2020 17:28:17 GMT

This looks worrying...

Help with Pro 2 camera support?

I haven't had a good trawl through this community website yet but it looks like this is problem is potentially widespread. Worrying remarks about effectiveness of ARLO support to !

Re: Arlo battery cam dying within 24 hours

ertriad — Fri, 31 Jan 2020 10:46:17 GMT

Restarted base station 2 days ago. So far all batteries (with all cameras DEACTIVATED) are holding their charge at 100%. Prior to the restart, the level would have dropped to between 50%-70% by now.

Early days yet, but it's looking like a software/firmware bug in the base station in my view !

Re: Arlo battery cam dying within 24 hours

JaBbyJab — Thu, 06 Feb 2020 20:10:03 GMT

I’d like to start out by saying thank you to Fitz! Customer support with my case has been smooth and direct.

UPDATE:

I’ve received the refurbished base station and batteries. I also purchased an external battery charger from BestBuy to ensure the batteries charge.

I used the external battery charger to charge all batteries and find out that the two batteries that were OUTSIDE were completely dead. (I live in AZ the temp is anywhere from 40 at night to 75 during the day during the winter)

-With all the usable batteries charged, I’ve placed them into the cameras and will be keeping them inside for the next week to document their power consumption.

-Next week I’ll be putting the cameras back outside and document further.

So far the batteries have lasted 24hrs and are still at 100%

Next update will let you know how the batteries performed both inside and out. Hopefully, all goes well! Side note, I’ll be looking through the forum to see if anybody has had any issues with Arlo performance in the cold/outdoors.

Re: Arlo battery cam dying within 24 hours

stefanid — Thu, 06 Feb 2020 22:14:41 GMT

Used to hold charge for up to 3 months...now I'm recharging both camera units about every 2-3 days. Are they 'dead' and need replacement or is there something I or Arlo can do?