topic Re: Arlo Pro Cam in Arlo Pro 2

Camera says your battery is too low or device is offline when unplugging cord?

radams8483 — Tue, 23 Nov 2021 20:09:57 GMT

I have 4 of these cameras and all of them show they need charged. I have charged each one of them. When I have the original power cord and adapter plugged in to charge the camera works and is live. When I unplug the cord after a night of charging, the camera either says your battery level is to low or your arlo device appears offline. Both seem to be an issue with not having enough power to stay on without being plugged in. This is happening in all 4 cameras so I'm thinking batteries aren't the issue at this point.

I've tried some of the troubleshooting tips of taking the battery out to no avail. I've also deleted the devices and base station and added them back and same issue persists. When camera is plugged in I do not see the lighting bolt thru the battery that some of the troubleshooting says to look for, I see a plug indicating camera is plugged in?

Is that my issue? How do I get the lightning bolt battery icon? Any advice would greatly appreciated.

Thanks!

Re: Arlo Pro Cam

StephenB — Mon, 22 Nov 2021 21:51:18 GMT

Do you have another charger you could try?

Re: Arlo Pro Cam

radams8483 — Mon, 22 Nov 2021 21:56:22 GMT

Another arlo cord/adapter? No

I have a samsung wall brick and I'm sure I've got another USB cord that I could try.

Re: Arlo Pro Cam

StephenB — Mon, 22 Nov 2021 22:02:29 GMT

@radams8483 wrote:

Another arlo cord/adapter? No

I have a samsung wall brick and I'm sure I've got another USB cord that I could try.

I'd try a non-Arlo adapter next. Ideally one that has at least the same voltage and amperage as the Arlo one.

Note you might need 9 volts to actually charge the batteries ( in which case the non-Arlo adapter would need to have "Qualcomm quick charge"

Re: Arlo Pro Cam

radams8483 — Mon, 22 Nov 2021 22:05:51 GMT

What doesn't make sense to me is that when I have the Arlo adapter/cord plugged into camera, the camera works and I can watch it live in the app. So it is powering up but charging the battery to be used wireless. Can the Arlo charger/adapter not do both?

Re: Arlo Pro Cam

StephenB — Mon, 22 Nov 2021 22:14:23 GMT

@radams8483 wrote:

What doesn't make sense to me is that when I have the Arlo adapter/cord plugged into camera, the camera works and I can watch it live in the app. So it is powering up but charging the battery to be used wireless. Can the Arlo charger/adapter not do both?

The cameras that need quick charge will run on 5 volts, but need 9 volts to charge the batteries.

Per https://kb.arlo.com/1145390/What-power-adapter-can-I-use-to-charge-my-Arlo-Pro-or-Arlo-Go-batteries, the Pro needs quick charge. Though the text just says "Arlo Pro", the list of cameras in the "Article Applies to" List also includes the Pro 2.

It is possible that the adapter is no longer supplying 9 volts (or that something in the cable has failed, preventing the adapter from negotiating 9 volt power).

Re: Arlo Pro Cam

radams8483 — Tue, 23 Nov 2021 14:31:49 GMT

So I left the camera plugged in all night to my computer. I now know the battery is fully charged as I can see the battery icon full after I unplug it. Now I get this message "Your Arlo device appears offline. Make sure its powered on and connected to the internet". It was connected to internet when plugged in. My base station is connected to the internet. I've attached some pictures.

Re: Arlo Pro Cam

radams8483 — Tue, 23 Nov 2021 14:32:24 GMT

attachment 2

Re: Arlo Pro Cam

StephenB — Tue, 23 Nov 2021 14:50:10 GMT

@radams8483 wrote:

I now know the battery is fully charged as I can see the battery icon full after I unplug it.

Are you seeing the same indicators when you power the camera with the charger, but with the battery removed?

Re: Arlo Pro Cam

radams8483 — Tue, 23 Nov 2021 15:26:47 GMT

This is what I see with no battery but camera plugged in.

Re: Arlo Pro Cam

StephenB — Tue, 23 Nov 2021 17:09:18 GMT

@radams8483 wrote:

This is what I see with no battery but camera plugged in.

So the battery icon is just replaced with the power plug when plugged in - whether the battery is inserted or not??

And the only time you see the battery icon is when the camera is off-line?

Re: Arlo Pro Cam

radams8483 — Tue, 23 Nov 2021 17:13:05 GMT

Correct. When the camera is plugged in (both with and without battery) it shows the plug icon. When the battery is in and I unplug I see the battery icon showing full (it's grayed out) and then get the offline message on the video screen. This is happening on all 4 cameras as well.

Re: Arlo Pro Cam

StephenB — Tue, 23 Nov 2021 18:18:35 GMT

@radams8483 wrote:

Correct. When the camera is plugged in (both with and without battery) it shows the plug icon. When the battery is in and I unplug I see the battery icon showing full (it's grayed out) and then get the offline message on the video screen. This is happening on all 4 cameras as well.

What you are supposed to see when plugged in with the battery inserted: A battery icon with a lightning bolt.

I am still thinking this is the charger or maybe the cable (no longer supplying 9 volts).

Re: Arlo Pro Cam

radams8483 — Wed, 15 Dec 2021 01:13:36 GMT

Well I bought a new 9v brick and charged over night. Battery shows full (grayed out) when I unplug and error message says device offline.

I restarted base statiom, its connected as all 3 lights are green. But camera says offline.

Is there a support line where I can troubelshoot this? Right now sitting on 4 worthless cameras.

Re: Arlo Pro Cam

StephenB — Wed, 15 Dec 2021 12:06:08 GMT

@radams8483 wrote:

Is there a support line where I can troubelshoot this? Right now sitting on 4 worthless cameras.

You can get support if you have a subscription, or if the cameras are under warranty (likely they are not). Also, I don't think Arlo will help if you aren't using an Arlo charger and cable. FWIW, you can purchase a subscription, and then cancel after the problem is resolved. (Note I don't work for Arlo, so please don't shoot the messenger!).

Don't try to google a support number - if you do, you are likely to end up at a scam support site. Either use "chat with us" in the link below, or access support through the app.

Re: Arlo Pro Cam

radams8483 — Tue, 04 Jan 2022 16:16:05 GMT

Signed up for a subscription and talked to support. They are saying it's either the battery or the port on the back of the camera. Their solution is to buy 1 new battery and trouble shoot or give me a 30% discount and upgrade my cameras. I'm pissed.

I don't think it's the battery b/c all 4 cameras are having the same issue. The issue is the cameras no longer work wirelessly (battery or charging issue). They don't have a acceptable solution for me b/c warranty is over. I'm going to try one of my other cameras and see if the battery will work not plugged in and if it doesn't I'm leaving a review and buying a different brand.