topic Re: Updating firmware in Arlo

Camera Times Out When Trying To Update Firmware

Jlyn — Fri, 12 Apr 2019 18:57:19 GMT

Please someone help me as to update my firmware on my cameras. One worked fine and now 4 need to be updated and one keeps saying request timed out

Re: Updating firmware

Xctguy — Fri, 12 Apr 2019 04:09:15 GMT

I got that update on April 10 and the next day one of my camera is now off line. I checked the firmware and both, they both have the same version 1.3.314 firmware. So why is it that now one of my 2 cameras not working, and now have "DEVICE IS OFFLINE" message??

Re: Updating firmware

jguerdat — Fri, 12 Apr 2019 12:22:21 GMT

Are the batteries dead? Have you opened and closed the battery door? Have you rebooted the base? What have you tried?

Re: Updating firmware

dsealer — Fri, 12 Apr 2019 12:30:16 GMT

I'm having the exact same problem with one of my cameras. After the update one of my 3 cameras is off line. I have replaces the batteries, opened and closed the battery door, tried to sync the camera. Removed the camera and Added it again, but nothing works. The camera does flash a blue light but doesnt connect. I am at my wits end wits end with these cameras.

Does anyone from the manufacture monitor this site?

Re: Updating firmware

jguerdat — Fri, 12 Apr 2019 12:59:18 GMT

The re are moderators here but hardware/warranty issues have to be handled by opening a case with support:

https://www.arlo.com/en-us/support/contact.aspx

Re: Updating firmware

Jlyn — Fri, 12 Apr 2019 15:35:16 GMT

I have done all of this and they wont update one is stuck on updating and the other says timed out and the other 3 say need to update firmware. I really need this system to work for safety reasons

Camera Times Out When Trying To Update Firmware

jguerdat — Fri, 12 Apr 2019 18:57:38 GMT

What exactly have you done? Have you rebooted the base and opened and closed battery doors? Have you tried removing the camera in Settings, My Devices and resyncing? We need details.

Re: Camera Times Out When Trying To Update Firmware

dsealer — Sat, 13 Apr 2019 11:12:16 GMT

Ihave done all of these things. But now I'm down to 2 cameras after Removing the one that was offline. I've tried to Add a New Device but it doesn't see the camera. The blue light blinks but the camera is not found.

Re: Camera Times Out When Trying To Update Firmware

jguerdat — Sat, 13 Apr 2019 13:52:37 GMT

I would open a case with support:

https://www.arlo.com/en-us/support/contact.aspx

Re: Camera Times Out When Trying To Update Firmware

dsealer — Sat, 13 Apr 2019 15:55:58 GMT

I tried to do that but the link just takes you back to support. I can't find a link that actually let's me describe the problem. Your link takes me to a page that says " Ask the community or get support but when I click on it I go ba k to start. Seems to be a circle chase.

Re: Camera Times Out When Trying To Update Firmware

jguerdat — Sat, 13 Apr 2019 19:52:37 GMT

Just tried it myself and see the chat and phone selections available. Did you look through the whole page or just stop at the top?

Re: Camera Times Out When Trying To Update Firmware

dsealer — Sat, 13 Apr 2019 21:26:33 GMT

Ues i looked at the while page. Never saw a website that you opened a suppprt ticket with a chat.

Re: Camera Times Out When Trying To Update Firmware

dsealer — Mon, 15 Apr 2019 15:27:17 GMT

So I have tried this morning to "chat" online with Arlo Support. I use the term " Support" loosely because i cant get through to Support. Arlo is the worst manufacture I have ever dealt with trying to get help. I will never recommend this product to anyone. I'm sorry I chose to purchase this product. My cameras continually go " off line" and since the latest update I have one camera that cannot be seen by the base and I can no longer get to work. I will eventually move away from this 2nd rate product and manufacture. I have someone from this community who tells me to open a support issue but the site won't connect to an agent.

Arlo and it's manufacture appear to not want to address problems.

Re: Camera Times Out When Trying To Update Firmware

ShayneS — Mon, 15 Apr 2019 16:44:57 GMT

Hi @dsealer

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: Camera Times Out When Trying To Update Firmware

Xctguy — Mon, 15 Apr 2019 16:55:45 GMT

I finally got mine working. I had to disconnect everything and switched up the 2 cameras from their locations and unplugged everything and bascially started from scratch as if it was a new system. Pretty ridiculus since the system seems very sensative to any little change and then just keeps them OFFLINE, which means to me there's a problem I have to resolve.

Re: Camera Times Out When Trying To Update Firmware

dsealer — Tue, 16 Apr 2019 23:26:02 GMT

How do I get to my support ticket? I got an email to complete some form or something but I can't find the page.

Re: Camera Times Out When Trying To Update Firmware

jguerdat — Wed, 17 Apr 2019 00:04:29 GMT

Make sure you use the full address emailed to you. You may need to copy and paste the URL, which may have been shortened for display purposes.

Re: Camera Times Out When Trying To Update Firmware

ShayneS — Wed, 17 Apr 2019 17:21:42 GMT

Hi @dsealer

You can also contact Customer Support anytime with your case number. I have provided it for you here: 40818399

Re: Camera Times Out When Trying To Update Firmware

dsealer — Fri, 19 Apr 2019 10:33:04 GMT

How do i do that? When i go to Support i open a "Support Center" page. No place on that page to enter a "Case Number". Then it says "Looking for another option?" Ask The Community Contact Support. If i choose "Contact Support it takes me right back where i started. Why must this be so difficult? Just another reason for me to dump Arlo.

Re: Camera Times Out When Trying To Update Firmware

ShayneS — Fri, 19 Apr 2019 15:18:55 GMT

@dseaHere is the number to Customer Support

1 (408) 638 3750