topic Re: NEW Arlo wireless camera can't connect in Arlo

NEW Arlo wireless camera can't connect

ag2002 — Thu, 07 Dec 2017 18:54:04 GMT

I bought Arlo 3 wirelss camera set with base unit from Walmart last week and tried to install since Monday.

first time camera was able to connect and immediately asked to update firmware .. .since than it's not working.

Issues -

1. Firmware update timed out

2. Camera rejected firmware update at this time

now camera syncs with base unit and looses connection .. it's literally 1 ft away.

So last night called customer support - they asked me to check internet speed and it turns out its not a problem.

So customer service rep asked me to keep all as is .. they will push firmware update remotely betn 3 -5 am local time.

This morning my camera is not connect.

Did anyone have expericend similar issue ? - did I buy a lemon product?

will appreciate any help.

thx

Re: NEW Arlo wireless camera can't connect

jguerdat — Thu, 07 Dec 2017 18:54:18 GMT

While it's possible there's a hardware issue, I would just reset and start fresh. Remove all devices in Settings, My Devices. For completeness, also press the reset button on the base until the LEDs flash amber. Use the Add Device button on the Devices tab to add the base and sync the cameras, doing any firmware updates as requested.

Re: NEW Arlo wireless camera can't connect

ag2002 — Thu, 07 Dec 2017 18:54:40 GMT

Hi - thanks for the reply - I spent about hour and half with support and seems like I have faulty device.

Also - they can't issue RMA due to out of stock. Terrible - I hope Walmart.com would accept return.

Any Arlo support personal - here is support case # - case ID - 393542 - 12/6/2017

I hope netgear(Arlo) can stand behind the product and help find solution vs selling dead weight for handsome $$$.

thx

Re: NEW Arlo wireless camera can't connect

JamesC — Mon, 11 Dec 2017 17:04:11 GMT

ag2002,

I have reviewed your case and it appears an RMA has been approved. Please let us know if you need further assistance.

JamesC

Re: NEW Arlo wireless camera can't connect

ag2002 — Tue, 12 Dec 2017 05:57:45 GMT

Hi James -

Yes - I have received email with RMA number -

I am wondering will I receive prepaid package from Netgear to return defective camera.

camera is clarely defetive - I like to send it to netgear in pre-apid box....similar to other mfrs e.g. Dell ..

let me know.

thx