topic Re: Arlo camera in Arlo

Arlo camera won't update

kristyesavageti — Mon, 11 Nov 2019 22:37:49 GMT

the camera triggered update firmware which now became useless as it doesn't update and i cant view the live stream. i contacted Arlo support which they said they will get in 2 days and its over 7 days nobody said anything. Basically Arlo fkd my camera with software update for which i paid a lot of money to have a proper security which doesnt update and do not disappear. Its on sale on Ebay anyways, and i dont recommend to anyone to buy Arlo.
Anyone knows how to fix this issue?

Re: Arlo camera

jguerdat — Fri, 08 Nov 2019 13:25:41 GMT

WHat have you tried? I would start by rebooting the base, open and close the battery door and possibly remove the camera from Settings, My Devices and resync.

Re: Arlo camera

kristyesavageti — Fri, 08 Nov 2019 13:28:40 GMT

i removed the camera twice after which the base was offline and couldn't recognise the internet connexion. after several clicks on update firmware, it worked for a day with a very poor video quality and now its back to same message.

Re: Arlo camera

ShayneS — Mon, 11 Nov 2019 22:38:19 GMT

Hi @kristyesavageti

Are you still experiencing this issue with you system?

Re: Arlo camera

kristyesavageti — Tue, 12 Nov 2019 05:40:30 GMT

still the same issue. i keep clicking update camera and nothing happens

Re: Arlo camera

kristyesavageti — Tue, 12 Nov 2019 10:54:02 GMT

Also no contact from
Arlo which is very sad as its customers are left out with no after purchase service or help.

Re: Arlo camera

kristyesavageti — Tue, 12 Nov 2019 13:15:22 GMT

Arlo replied after 12 days. I will Try and update the page for anyone in same situation.

Case Update
Thank you for contacting Arlo Suppor

Please, perform the steps below and get back to me with an update.

Before troubleshooting make sure that gates 80, 123 and 443 are open on your router.

In that case I will ask you to hard reset the base station. In order to perform hard reset:
1. Using a long sharp object press the RESET button on the backside of the base station for 10 seconds.
2. While still holding the RESET button pressed remove the power cable and the internet cable. Wait 10 more seconds.
3. While still holding the button pressed plug back in the power cable and wait 30 more second.
4. Release the RESET button.
5. Connect the internet cable to the base station and go to Arlo app to re-add the base station and the cameras.

In case of any questions, please contact us.

Re: Arlo camera

kristyesavageti — Tue, 12 Nov 2019 20:48:53 GMT

tried the reset as describes 3 timss and no change in update request

Re: Arlo camera

ShayneS — Tue, 12 Nov 2019 21:20:27 GMT

Hi @kristyesavageti

I apologize for the inconvenience, I have escalated your issue & customer support will be reaching out to you as soon as possible.

Re: Arlo camera

kristyesavageti — Sun, 01 Dec 2019 09:27:56 GMT

right the issue you escalated wasnt resolved and Arlo closed the case because they are rubbish at helping their customers.

Re: Arlo camera

JTG313 — Sat, 25 Jan 2020 19:48:17 GMT

Same issue here. I just purchased the system, did startup as directed and immediately saw that the firmware of cameras was out of date. No big deal, I'm glad they update at least. I try to update and get into an endless loop for over an hour that doesn't ever update the firmware. This is my first experience with ARLO and I'm not impressed. Planning to just box it back up and return it Monday.

Re: Arlo camera

kristyesavageti — Sat, 25 Jan 2020 22:58:04 GMT

go for it. return it before it not too late and buy something that doesn’t snt stop after 1yr warranty expires. this company should be sued for malpractice