Arlo 2nd Generation VMC3050 - can't reset and re-add

[DamnCamera]

Hello,

Looking for some help here... Arlo support was unable to help.

I have one of the Costco sold 2nd Gen 3-camera sets.  The cameras are model VMC3050.  

All three have worked well since install and up to about a few months ago when one of the cameras stopped feeding alerts and would go offline on its own.  I would sometime restart the camera and it would work fine for a bit, then go offline again.  The other two cameras saw no interruption and continue to operate well. 

Eventually I figured out that the firmware needed updating (I expected that - as advertised - the firmware would update on its own).  Turned out it did update on one camera (one of the ones working) but not the other two.  The one that was working ok took the update without a problem.  The one that was not working correctly stayed in 'updating firmware' mode for days and continued to go offline on its own.

I tried several times to trigger the firmware update but it failed everytime.

After discussing with Arlo Support, I removed the camera from the add.  However, upon trying to add, the add won't work with a message saying that 'the device was previously added... press the sync button for 15 seconds until the blinking red light... etc'. 

Well, I press the sync button for 15 seconds and nothing happens. 

I have let the battery run out completely, then recharged it, then tried to do the 15 second reset but no luck.

Maybe the sync button is stuck internally from being held down so many times...  🙂

Right now, the camera is at 80% power and the blue light comes on for 4-5 seconds and goes off for 4-5 seconds...

Any ideas?

Thanks for any assistance before I trash it...

J

[ShayneS]

Hi @DamnCamera 

Thank you for the feedback, It looks like the devices are unfortunately out of warranty at this time. If Costco will allow you to exchange (which I believe they will with their generous return policy) you should be able to get a new set.

Please let me know if you need assistance onboarding any of the new devices or if you have any further questions, and I'll be happy to assist.

[StephenB]

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@DamnCamera wrote:

However, upon trying to add, the add won't work with a message saying that 'the device was previously added... press the sync button for 15 seconds until the blinking red light... etc'. 

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I ran into that with one of my own cameras.  The issue is that a previous install failed part-way through.

Eventually I was able to get it to install - not sure exactly what I did.  But I know I did not let the camera battery fully discharge.  I think I just tried again a few times, and eventually got through the 15 second challenge.  (If there is a way to continue at that point, try doing that).

The hardware warranty should still be in effect, so Arlo should be willing to replace your cameras.  But the shipping is annoying - they pay to ship the replacement, you pay to ship back the failed camera.  Costco might also exchange them.

Another thing you could try (no idea if it will work) is to do an install to another Arlo account.  If that does work, then you can remove it, and then try adding it to your main account again.

[DamnCamera]

Thank you Stephen B, I appreciate the follow-up.

I tried the 15 second reset after letting the unit rest overnight and got to the blinking red stage.  Unfortunately, still cannot sync. 

For now I will keep trying the reset with longer wait times.  I suspect I was trying too often and it may have messed things up.

Arlo says that 'the warranty expired December 2024'. Of course... these companies really don't stand behind their products.

If I can't get the rest to work and the unit tp sync, I'll figure out a way to get the camera replaced at their cost somehow.

Thanks for the assistance.

Best,

J.

[ShayneS]

Hi @DamnCamera 

Thank you for the feedback, It looks like the devices are unfortunately out of warranty at this time. If Costco will allow you to exchange (which I believe they will with their generous return policy) you should be able to get a new set.

Please let me know if you need assistance onboarding any of the new devices or if you have any further questions, and I'll be happy to assist.