topic One Camera Keeps Disconnecting in Arlo

One Camera Keeps Disconnecting

Wschlicht1 — Tue, 11 Dec 2018 18:01:38 GMT

I have done everything. I have called and it still keeps disconnecting. I have 3. 2 out of 3 work and it's getting frustrating. I have deleted everything and readded everything. Yet after a day it disconnects. I am about to switch products. Had it a year and now having issues. Help???? Customer service was ok but didn't fix it long term .. do I need to ask for a replacement camera?

Re: One camera keeps disconnecting

ShayneS — Tue, 11 Dec 2018 18:02:51 GMT

Have you moved the camera to a new location recently? What is the distance between the camera & the base station? What firmware version is the camera running?

Re: One camera keeps disconnecting

Wschlicht1 — Tue, 11 Dec 2018 19:49:42 GMT

I have. It's about 4-5 feet away from the base station. As for firmware it's 1.12.00_27099 and I did check for an update and said there was not one at this time

Re: One camera keeps disconnecting

ShayneS — Tue, 11 Dec 2018 21:26:28 GMT

Due to the amount of issues described I have opened a case for you. I will contact you via private message with further information.

Re: One camera keeps disconnecting

Wschlicht1 — Sun, 16 Dec 2018 20:55:07 GMT

ShayneS I responded to an email from someone but noone has called ever since I gave that info. Should I call in with the case number?

Re: One camera keeps disconnecting

jguerdat — Sun, 16 Dec 2018 22:34:43 GMT

Absolutely. Don't wait for them.

Re: One Camera Keeps Disconnecting

Dcnoonkester — Fri, 18 Jan 2019 23:00:29 GMT

I also have a disconnect issue with 1 of 2 cameras. @jguerdat I Had them since April with no issue. One disconnects and drains battery recently. Rebooted everything and swapped the two cameras. Same camera in different location still disconnects. The camera moved to location that used to be the problem is fine. Recently bought new batteries (1 of three new batteries doesn’t charge above 20% as well.). All of this disproves WiFi issues or interference. I bring the bad camera inside, beside the home base, it still disconnects.

Re: One Camera Keeps Disconnecting

Wschlicht1 — Sat, 19 Jan 2019 14:10:02 GMT

Call them. They got me a replacement and it has been working fantastic again! I had about 2 phone calls with them and they said let's replace it and see. And boom fixed 🙂