topic Re: Inferred on when charged and doesn’t record in Arlo Pro 3

Inferred on when charged and doesn’t record

johnnny1 — Sat, 12 Dec 2020 01:19:52 GMT

I purchased the Arlo 3. 4 camera set up and hub since the beginning I’ve had issues with multiple recordings of things that I did not want recorded which amazingly enough that got resolved battery life was nowhere near what they said gave me the song and dance that my settings were blah blah blah blah try that battery life didn’t work paid an electrician to come hardwire the most active camera and the most camera I need active so when fully charged at night the infrared lights stay on and doesn’t record or pick up anything so contacted Arlo try anotherAnd I did that same issue brought that camera and hooked it up to the Home charger turned it on in complete darkness same problem Arlo send me a replacement camera guess what same problem send me another replacement camera not only is the package is damaged it looks like it’s a used Camera guess what Same problem. The other cameras I have or not as active an easy accessible that’s why I did not need to hardwire it Arlo support their technical has been the worst not to mention their customer service has anybody else had this type of problem with the Arlo three when fully charged the infrared stay on please help I do not feel secure with these cameras.

Re: Inferred on when charged and doesn’t record

JamesC — Mon, 14 Dec 2020 17:53:40 GMT

johnnny1,

It's not clear to me what issue you are experiencing. When the camera is live streaming or detecting motion at night, the IR LEDs will be active to enable night vision mode.

Are you saying the camera recordings as expected during the day but is not recording at night? What mode are you using?

JamesC

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 14 Dec 2020 18:32:01 GMT

So when it’s plugged in to the charger and reaches 100 percent at first motion at night the infrared lights come on and stay on and will not record Is it possible to contact me directly

Re: Inferred on when charged and doesn’t record

JamesC — Mon, 14 Dec 2020 18:47:10 GMT

johnnny1,

I encourage you to reach out to our support team to help troubleshoot the issue you're experiencing. You can find methods to contact support here: Arlo Support Team

JamesC

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 14 Dec 2020 19:05:18 GMT

The camera works fine during the day but if I leave the charger on it and once night time comes around. At first motion the infrared red comes on and stays on it will not turn off unless I unplug the charger. And with the infrared saying on at night time it will not record. I can only live stream I’ve already contact support they were no help. Again is there a way to contact me directly

Re: Inferred on when charged and doesn’t record

JamesC — Mon, 14 Dec 2020 20:04:13 GMT

johnnny1,

Do you have a ticket number for your support case? I can request an agent reach out to you for a status update.

JamesC

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 14 Dec 2020 20:48:28 GMT

When camera is hooked up to charger at night time the infrared lights stay on Not allowing it to detect a person and start recording how much clearer is that

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 14 Dec 2020 21:25:00 GMT

Yes I have but the agent’s aren’t any help that why I tried this approach

Re: Inferred on when charged and doesn’t record

johnnny1 — Wed, 16 Dec 2020 01:36:04 GMT

So am I going to get help with this issue or do I need to chalk this up as a waste of money for my well being and security

Re: Inferred on when charged and doesn’t record

JamesC — Wed, 16 Dec 2020 17:43:45 GMT

johnnny1,

I've opened and escalated a support case detailing the information you've provided here. An agent will reach out to you as soon as possible with a status update.

JamesC

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 21 Dec 2020 22:18:41 GMT

No one has got back to me. Instead I’m getting emails to update from a Waseem

Re: Inferred on when charged and doesn’t record

Shaun1234 — Mon, 21 Dec 2020 23:04:59 GMT

Not sure if this will help you but...
I've spent months sorting out issues and working out what's what on my own pro3's, what I can say is when these cameras are on battery or still charging, the ir lights only come on when detected movement as the camera would go flat faster.
But when fully charged the camera goes into the 3 second look back mode, so the ir lights have to stay on all the time as the 3 second look back would be pitch black for those 3 seconds.
What I can't say is why yours won't record at this point, only thing I had before was using an after market outdoor charger which didn't have enough volts to use camera once motion detected so the camera would freeze.
Maybe no help to you

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 21 Dec 2020 23:12:41 GMT

I actually have the Arlo charger for it the infrared lights stay on and does not detect movement because they are on and because they stay on that’s the reason why it won’t record at night time if I unplug the charger the infrared lights turn off

Re: Inferred on when charged and doesn’t record

Shaun1234 — Mon, 21 Dec 2020 23:16:46 GMT

Ok, but the ir lights are supposed to stay on if fully charged and plugged in for the 3 second look back to work, trust me all mine are the same.
Like I say don't know why yours won't record though

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 21 Dec 2020 23:20:17 GMT

What do you mean by 3 seconds??? And as I mentioned it will not record when the or are on constant

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 21 Dec 2020 23:25:23 GMT

And that doesn’t make any sense why the infrared lights stay on when fully charged and plunged in at night I thought the whole point of infrared lights was to come on once detected what you have set in your smart settings why do they stay on only plugged in

Re: Inferred on when charged and doesn’t record

Shaun1234 — Mon, 21 Dec 2020 23:24:47 GMT

When these cameras are plugged in and fully charged they are constantly recording, only for 3 seconds though, so what happens is when motion is detected not only do you see from when the motion was triggered but also the 3 seconds before. This is done as the beginning of the clip sometimes the most important is missing. This is why the ir lights stay on otherwise the 3 second look back feature would be pointless as it would be pitch black until triggered motion. Hope this makes sense

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 21 Dec 2020 23:29:30 GMT

But why only plugged in and fully charged??? That makes no sense. So why don’t they do that normally. ???And like I said it doesn’t record when this happens

Re: Inferred on when charged and doesn’t record

Shaun1234 — Mon, 21 Dec 2020 23:30:14 GMT

Because the battery would be dead in 2 hours using this feature, like I said I have no idea why yours won't record though, just that the ir lights are doing what they are supposed to, that's the reason why your replacement cameras are doing exactly the same

Re: Inferred on when charged and doesn’t record

johnnny1 — Mon, 21 Dec 2020 23:31:18 GMT

And how does it sense motion when the infrared lights are already on I think that why it does not record