Batteries are rapidly drained by solar panel (VMK3550-1CCNAS w. solar panels)

[JMauer]

I bought a pack of 3 Arlo Essential outdoor cameras w. solar panels. After successful  installation of the three units and a (VMB4500) base station the cameras worked fine. Everything was great. When I inserted the USB plugs from the solar panels that came in the package I started to run into problems with two of the cameras.

(First, just to avoid unnecessary feedback:

- Yes I went through all the suggested steps in the Arlo solar panel trouble shooting - they did not cover my problem.

- The cameras are properly installed and working as they should)

Here is the issue: One of the camera/solar panel sets is working just fine. The panel is charging the batteries it keeps it at 99-100% charge in the Georgia sun, even in heavy use.

The two other sets: as soon as the solar panel's USB plug is inserted (tight and properly) the camera's batteries are losing charge rapidly. One camera was fully discharged in less then 12 hours. The other one took like 24 hours until there was no charge left. I recharged both camera's batteries with a USB charger up to 100%. The I experimented and first inserted the USB plug from the solar panel in both of them. I deactivated  one of them, just to see if there are any other factors involved. Then I observed the cameras with the app. Result: both cameras, also the deactivated one, started to loose charge immediately after connection to solar panels. In 2 hours they had gone down to less than 75% of charge. Now I went ahead and removed the USB plug on one of them and let them be for the night. In the morning the camera I had removed the USB plug had still the 74% charge it had when I disconnected it. The other one however was down to 0% and not functioning anymore. Means it is definitely the solar panels causing the problem. (Final remark: the firmware was updated to the latest version before physical installation) There is however no real support available as I am still in the try out period - and why would I sign up for Arlo service if their devices are malfunctioning from the start. I am grateful for any specific feedback as I have already put a lot of effort into installing the 3 units. Otherwise I would just bring them back to Costco within the 90 days return period they are offering for technical devices.

[StephenB]

---

@JMauer wrote:

There is however no real support available as I am still in the try out period 

---

That is not case.  Full support is available to you when you are on the trial subscription.

[JMauer]

Well, that depends on your point of view. I tried to find a telephone number on the Arlo website and the links that were provided through the app. The only thing I found was a chat option where I was told that I would not qualify for telephone tech support as I have not signed up to a plan. This however is a warranty issue that can only be handled by telephone according to the info on the website.

Then I tried to work myself through the only door that customers in the try-out period have: to chat with an AI agent. That however ended up in a nonsensical loop as it was asking for information that is not relevant in the case. For example if I made sure that the batteries are installed in the camera. In my problem description i stated that the cameras were 100% charged when I plugged in the solar panel USB connection - and that the batteries were from that moment draining rapidly - obviously caused by the panels. That is just one example for other non-sensical questions leading I head to deal with using the A"I" chat. Then I was forwarded to another chat agent who wanted to very the compatibility of the solar panel and the camera first. Just for the understanding: the compatibility of devices Arlo sells within a bundle to customers. My concern about the rapid discharging that is occurring once the solar panel plugs are connected to the camera was not even addressed. Indeed if you call that technical support then there is something like that. But I did not get a telephone number to talk to a technician directly. Instead I wasted more than an hour going in circles without resolving anything.

[StephenB]

---

@JMauer wrote:

Well, that depends on your point of view. I tried to find a telephone number on the Arlo website and the links that were provided through the app. The only thing I found was a chat option where I was told that I would not qualify for telephone tech support as I have not signed up to a plan. This however is a warranty issue that can only be handled by telephone according to the info on the website.

---

The fact is, you are entitled to phone support when you have the trial subscription.

You won't find a support number on the Arlo website, you need to use the app.

Were you using the app or my.arlo.com?  Also, were you using the primary account or a "friend" account?

Did you see the phone support option, but grayed out?  Or did you not find it?