topic Camera was not detecting motion and not charging, terrible support in Arlo Pro 5S 2K

Camera was not detecting motion and not charging, terrible support

Swang19 — Thu, 29 Feb 2024 17:08:41 GMT

I dread any and every time I have to chat with Arlo support. My camera was not detecting motion and not charging. I had gone through the reset procedure many times and gone through the support suggestions many times. The most recent time, I responded to support and the same agent sent the same message back to me and the case was closed. This was case: 43928312

The sad part is the product is actually quite good but support is horrible. It’s like they actively waste your time and don’t try to get to how to help you and instead try to make you jump through many many hoops. When you spend hundreds of dollars on a product it shouldn’t be this hard.

also nobody knows when HomeKit support will be added for the 5s 2k. The CEO said spring 2023. It’s almost spring 2024 now and no HomeKit support.

Re: Camera was not detecting motion and not charging, terrible support

ShayneS — Thu, 29 Feb 2024 17:10:30 GMT

Hi @Swang19

Thank you for the info. Do you mind providing me with the current symptoms you are experiencing with the pro 5s camera? I will do my best to assist you.

Thanks

Re: Camera was not detecting motion and not charging, terrible support

Swang19 — Thu, 29 Feb 2024 18:02:16 GMT

it's working again (for now). First issue: camera wasn't charging through solar panel and was not charging through wall charger Second issue: camera wasn't detecting motion I did a factory reset about 10 times without any resolution. I did a restart through the app a few times which was suggested which also didn't work. Eventually I let the camera drain all power and then reset and it seemed to work. This seems to happen every few months.

Re: Camera was not detecting motion and not charging, terrible support

ShayneS — Thu, 29 Feb 2024 18:20:28 GMT

Thanks for the update. If it continues let me know, We'll work with support to request an RMA under warranty.