topic Unknown device showing on my system? One of my main cameras has been continuously rotating? in Arlo

Unknown device showing on my system? One of my main cameras has been continuously rotating?

Brenda6990 — Mon, 23 Dec 2019 17:54:42 GMT

I have an unknown device showing up on my system!!!!???? Also, one of my main view cameras has been continuously rotating while recording? What is this all about??? I do not feel good about this!!!

Unknown Device

Brenda6990 — Mon, 23 Dec 2019 04:43:08 GMT

I have an unknown device showing up on my system!!!!???? Also, one of my main view cameras has been continuously rotating while recording? What is this all about??? I do not feel good about this!!!

Re: Unknown Device

Brenda6990 — Mon, 23 Dec 2019 04:50:08 GMT

I have disabled this camera! I am very concerned about privacy!!!!

Re: Unknown Device

jguerdat — Mon, 23 Dec 2019 14:20:46 GMT

You need to give us a whole lot more info on this. Maybe some screenshots/links to videos with full descriptions as well as a description of your system and how its laid out and configured.

Re: Unknown Device

Brenda6990 — Mon, 23 Dec 2019 14:33:16 GMT

How is it possible to have an unknown device linked to my system without being synced?

The highlighted device shown below has been linked to my system.

Re: Unknown Device

jguerdat — Mon, 23 Dec 2019 14:34:47 GMT

Can't see the image until approved, probably later today.

Re: Unknown Device

StephenB — Tue, 24 Dec 2019 12:53:40 GMT

@Brenda6990 wrote:

How is it possible to have an unknown device linked to my system without being synced?

The highlighted device shown below has been linked to my system.

Why not enable it for a bit, and take a snapshot? It shouldn't be hard to find, once you know that it is looking at.

For the rotating one - assuming the camera is stable, you should contact support. https://www.arlo.com/en-us/support/contact.aspx

Re: Unknown Device--BEWARE

Brenda6990 — Mon, 30 Dec 2019 01:10:18 GMT

I have another unknown device showing up on my system! This makes two that I haven't synced with my system!

Yet, I have never received an answer on how this is possible without syncing!

The second one is capturing a view from one of my existing cameras????

Re: Unknown Device--BEWARE

StephenB — Mon, 30 Dec 2019 11:42:51 GMT

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

I think what's happening is that one of your cameras isn't reading it's serial number reliably, and the the base is therefore thinking it's a different camera (that already has a connection to the base, because it is already synced). The two off-line cameras have nearly identical serial numbers (5UY187SEDBC51 and 5EY187SEDBC51) - it seems unlikely that you'd have purchased two cameras with serial numbers that similar. But this is just a guess. FWIW, there is only one bit that is different between the characters U and E (0x10).

You might want to record the serial numbers of all the cameras (there should be a label inside the camera, but you might need to remove the battery to see it). If one of them is very close to the two numbers above, it likely is the problem camera. You can also cross-check the labels with the serial numbers in the system (which is shown as part of the device info for on-line cameras).

I guess you could try deleting the base and cameras from the account, resetting the base and the cameras, and then try adding everything back again. But this sounds like a hardware issue, and I am thinking it will recur if you do that.

Hopefully @JamesC will see this, and follow up with you.