topic Re: Several Ultra 2 cameras stopped connecting in Arlo Ultra 2

Several Ultra 2 cameras stopped connecting

skuntz24 — Mon, 23 Oct 2023 19:40:54 GMT

I have 3 Ultra 2 at our store, and 4 at an event barn on two hubs. At the barn, 3 of the 4 stopped working within days. They don't connect, even when fully charging and moving to another hub which definitely works (at the store). One of the hubs at the barn has one connected camera and one that does not. The other hub at the barn has two dead cameras. Internet connection is fine. When you plug in the cameras, they flash blue lights for a few seconds, so they are getting power. They are on separate circuits.

What could cause these cameras to stop working after a year? I'm not looking for money back, just trying to decide what brand of camera to buy more of as we expand. I have a different brand at home which I think is not as good, but they have lasted for years. My only guess is maybe some sort of electrical incident at the barn, but one Ultra camera (and several non-Ultra Arlos) survived just fine). It's all modern wiring. I'm looking for ideas on what could have caused this and if there is any way to debug or fix the cameras.

Re: Several Ultra 2 cameras stopped connecting

jguerdat — Tue, 24 Oct 2023 15:22:34 GMT

Did you get these cameras back when the Ultras got a 1 year trial subscription? If so, the trial may have expired and you will need to purchase appropriate plans for them to get cloud recordings. Check Settings, Subscription to verify this and to purchase plans.

Re: Several Ultra 2 cameras stopped connecting

skuntz24 — Tue, 24 Oct 2023 18:48:35 GMT

That's a good thought, but I am actively paying for subscriptions. The cameras do not even connect to a hub, and do not stream anything live. It's like they are dead...even though I can see they are getting power.

I'm pretty disappointed. Like I said, I'm on the verge of buying a lot more cameras...but not Arlo if 3 of them die like this.

Re: Several Ultra 2 cameras stopped connecting

StephenB — Wed, 25 Oct 2023 11:51:42 GMT

@skuntz24 wrote:

That's a good thought, but I am actively paying for subscriptions. The cameras do not even connect to a hub, and do not stream anything live. It's like they are dead...even though I can see they are getting power.

Have you tried resetting them?

remove them from your account
press sync on the camera(s) until the LED flashes amber
on-board the camera again.

Re: Several Ultra 2 cameras stopped connecting

skuntz24 — Thu, 26 Oct 2023 15:20:16 GMT

Thank you, that was the answer. I was pressing the reset button for ten seconds or so...but I didn't realize that you have to press for 30-40 seconds, until it starts flashing (amber, blue? Can't remember). Anyways, I don't know what caused them all to disconnect, but with resetting them properly, I can get them to work again.