topic Re: Outage going on too long here in Arlo

Outage going on too long here

Calagirl — Sun, 26 May 2019 16:03:08 GMT

Purchased two cameras about a year ago. Suddenly not recording or detecting motion. I have chatted with support, they said there is a known issue and they are working on it but in the meantime (weeks) I have no security. How do I resolve this?? Don't know how to find the model I have either, just chose the first one in the options in order to put this message out there.

Re: Outage going on too long here

jguerdat — Sun, 26 May 2019 16:25:56 GMT

There's currently no outage. What are the base LeDs showing? WHat have you tried? Can you do anything at all?

It may be fastest to remove all devices from Settings, My Devices and start fresh. Let us know about the above stuff first, though.

Re: Outage going on too long here

Calagirl — Sun, 26 May 2019 16:30:52 GMT

The power LED is on, the internet LED is blinking and the camera connection LED is solid, the rest are off. We have completlely disconnected and reconnected several times including restarting the base and tried making a new mode.

Re: Outage going on too long here

jguerdat — Sun, 26 May 2019 16:35:41 GMT

The Camera LED is what color - green or amber? It sounds like green.

Re: Outage going on too long here

Calagirl — Sun, 26 May 2019 16:42:19 GMT

Green

Re: Outage going on too long here

jguerdat — Sun, 26 May 2019 16:48:45 GMT

I think you're left with removing all Devices from Settings, My Devices and start fresh. I would also hold the reset button until the LEDs flash amber. Let the base reboot and then claim it using Add Devicee from the Devices tab. Sync the cameras. Update firmware as you go if prompted.

Be sure to note all settings, mode, rules and schedule before resetting to speed the rebuilding.

Re: Outage going on too long here

Calagirl — Sun, 26 May 2019 16:53:09 GMT

Ok, we will give it a try, thank you. I'll let you know the outcome.

Re: Outage going on too long here

Calagirl — Sun, 26 May 2019 17:09:34 GMT

DUDE!!! It worked, I'm back in business!! I cannot thank you enough!!

Re: Outage going on too long here

jguerdat — Sun, 26 May 2019 18:43:44 GMT

Glad it worked!