topic Re: pro 5 camera does not work! in Arlo Pro 5S 2K

pro 5 camera does not work!

GonzaloP — Tue, 21 Nov 2023 15:20:27 GMT

Hi there everyone!

I bought a PRO 5 camera a little while back and all I have been having since is issues. Camera went offline pretty much straight away and have not managed to set it back online again...! After spending endless hrs on the phone to the support team, I got a replacement camera sent as they decided my original buy was faulty. Oh what a surprise, the replacement camera does not work either...!! Shows constantly offline and I am been sent from one place to another to try and sort the issue with no luck. Decided is better to send all this gear back - as is useless - but I am getting all this needs to be on the original box and un used for them to allow a return and give me back my money in full. ROYA PISS TAKE!! How are we as customers, meant to know we are to keep it in the box, not use it, to realise the gear you guys sell is not up to the job you also guys sell?!? This is all a MASSIVE SHAMBLES/SCAM and I would please be very thankful if someone that has have similar issues could be in touch ASAP.

Regards

Re: pro 5 camera does not work!

JamesC — Tue, 21 Nov 2023 17:51:46 GMT

GonzaloP,

I've escalated the concerns you've posted here and opened a ticket with the support team. A support agent for your region will reach out with a status update as soon as possible.

JamesC

Re: pro 5 camera does not work!

jguerdat — Tue, 21 Nov 2023 17:55:05 GMT

Camera disconnects are usually due to a signal strength/quality issue. Are you connecting to a hub or your WiFi? Have you tried bringing the camera close to whatever it's supposed to connect to? If you have a hub, try connecting it to WiFi instead (or vice versa). Also check for other wireless devices near the camera location that could be interfering with the signal.

Re: pro 5 camera does not work!

GonzaloP — Wed, 22 Nov 2023 07:40:45 GMT

Hi there

The camera is connected to the house WIFI which I never have a problem with and has an strong connection. We have tried bringing it close (Literally next to it) but camera still goes offline within minutes.

I need to send this useless device back and get a full refund please and stop going around in circles with nonsense!

Re: pro 5 camera does not work!

jguerdat — Wed, 22 Nov 2023 14:42:33 GMT

The only Arlo folks here have an Arlo avatar - @JamesC , @ShayneS and @BrookeN . "Gurus" are just folks like you who try to pitch in but have no actual connection to Arlo.

Return policies vary according to where you bought them so you need to contact the appropriate entity for any possible refund.

Re: pro 5 camera does not work!

GonzaloP — Wed, 22 Nov 2023 14:46:44 GMT

thank you @jguerdat appreciate your response.

I bought my camera directly from their UK Website.

Re: pro 5 camera does not work!

jguerdat — Wed, 22 Nov 2023 14:52:11 GMT

You have a warranty for the camera so you're entitled to support as long as you have a subscription. You may need to bug support...

Re: pro 5 camera does not work!

GonzaloP — Tue, 28 Nov 2023 11:34:11 GMT

Hi there,

Wondering if you could help again...

I have managed to keep the camera online( for now...) but a "Firmware update is available" keeps appearing on. When I press update and Yes then it does "nothing" for a bit and it goes back to a "firmware update is available" which does not allow me to look through the camera Live.

Any ideas why or how to resolve this one?

Thank you

Re: pro 5 camera does not work!

jguerdat — Tue, 28 Nov 2023 14:05:09 GMT

The usual solutions are to reboot the camera or to remove it, factory reset and reinstall. It's not clear to me that you have done the remove/reset/reinstall possibility so I'd try that:

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

Re: pro 5 camera does not work!

GonzaloP — Tue, 28 Nov 2023 14:09:16 GMT

Hi Bud

I have done that around 100 times since I have been having issues with this USELESS device...!

Any other advise?

Cheers

Re: pro 5 camera does not work!

jguerdat — Tue, 28 Nov 2023 19:16:38 GMT

It may be that it's simply a faulty doorbell. If you're still within your warranty period, use Settings, Support to select the doorbell and scroll down to Contacts to talk to official support. I see @JamesC had created a ticket for you in post #2 - did anyone reach out? Regardless, contacting official support is the only way to possibly replace a faulty device.

Re: pro 5 camera does not work!

GonzaloP — Thu, 30 Nov 2023 14:55:41 GMT

It is not a doorbell that isnt working @jguerdat . is my useless CAMERA PRO 5 that does not work. always offline and firmware does not update.

Waste of money and time getting now seriously pissed off with it all.

ARLO customer service is 0 and they keep asking me to do s*** that does not make a difference.

Re: pro 5 camera does not work!

jguerdat — Fri, 01 Dec 2023 15:00:35 GMT

Sorry, I have no idea now where "doorbell" came from. Senior moment, I suppose.

At this point, all I can offer is to bring the camera closer to your WiFi to see if that helps. If not, my thought would be some other wireless 2.4GHz device interfering with the signal.