topic Re: Arlo Ultra 2 - goes offline with original power cable connected in Arlo Ultra 2

Arlo Ultra 2 - goes offline with original power cable connected

Difraxion — Mon, 11 Sep 2023 06:20:10 GMT

Hi,

If I plug my camera permanently to the wall with an original cable, it works fine until the battery is about 85% charged, then it goes offline. I have to unplug and plug to be back online. It is bad, because the idea is to permanently charge while I am away on holidays.

It's a similar problem than the one posted here: "Arlo Ultra 4K - goes offline when original power cable connected", the solution there is to update the firmware, how can I do that??

Re: Arlo Ultra 2 - goes offline with original power cable connected

Difraxion — Mon, 11 Sep 2023 06:14:26 GMT

I meant: "... it works fine until the battery is about 85% charged, then it goes offline."

Re: Arlo Ultra 2 - goes offline with original power cable connected

jguerdat — Mon, 11 Sep 2023 12:36:35 GMT

Do you have another camera so you can swap batteries around? What happens if you remove the battery and just run the camera using AC power?

Re: Arlo Ultra 2 - goes offline with original power cable connected

Difraxion — Tue, 12 Sep 2023 01:24:49 GMT

Thanks, I didn't know that I could just run the camera using AC power, I'll try that.
Why you think swapping batteries would work? I have three cameras and the issue happens to all of them, swapping batteries would reset them? What is the theory there?

Thanks so much for your help.

Re: Arlo Ultra 2 - goes offline with original power cable connected

jguerdat — Tue, 12 Sep 2023 13:24:12 GMT

Swapping batteries around could help determine if it's a battery or camera issue which you could then contact official support for a possible RMA. However, since it's happening to all there's no particular use in doing that. Instead, remove one camera from your account and add it back to see if that has any effect.

Re: Arlo Ultra 2 - goes offline with original power cable connected

Difraxion — Sun, 29 Oct 2023 06:41:18 GMT

Hi, sorry I hadn't had time to try all the suggestions, but none of them worked. I'm very frustrated as I'm about to go for a holiday trip for about 6 weeks and there is not way to keep the cameras charging. Between 85% and 92% they go offline until I unplug them. If I remove the battery and plug it they are online too. I tried removing them from the account, factory reseting. Nothing works? What can I do? I am desperate. How can I contact official support?

Thanks in advance for your help.

Re: Arlo Ultra 2 - goes offline with original power cable connected

Difraxion — Sun, 29 Oct 2023 06:44:08 GMT

I meant, if I plug the camera without the battery, it goes offline too

Re: Arlo Ultra 2 - goes offline with original power cable connected

jguerdat — Sun, 29 Oct 2023 14:17:13 GMT

Use the app to select Settings, Support. Choose your camera model and scroll down to Contacts to talk to official support.