Essential XL outdoor 2nd Gen not charging and no lights for pairing

[Jackiejoseph]

We have 2 cameras installed and worked fine for 2 months with solar panels.
Both batteries drained completely and will not recharge. Tried different outlets with original leads, different leads. Nothing. 
deleted app and started again. 
Tried removing device from app and no pairing lights appear to reconnect. 
it’s like they have both faulty. 

[jguerdat]

The app has nothing to do with charging. However, allowing the camera batteries to completely drain seems to be the issue - proactively recharging is the best solution. Since the batteries are now dead, try this FAQ to see if you can revive the batteries. The key is to plug and unplug multiple times to get enough charge into the battery to allow it to then charge properly.

https://kb.arlo.com/000052305/My-Arlo-Pro-or-Arlo-Pro-2-battery-is-dead-what-do-I-do

[Jackiejoseph]

Thank you for the link. I read through it and thought I’d try the unplug and plug and cleared out the connections points and still the battery will not charge. I’ve put them both cameras back on charge this evening. One last attempt. 

We bought 3 same cameras at the same time. One still charges okay. To test the USB lead and point I’m using for the two cameras which will not charge, I used same to charge the 3rd camera and it is charging. So definitely issues with the cameras. 

I really hope to resolve the charging issue since I can’t work out how to return faulty items to Arlo for a replacement. 
I do have one problem with the 3rd camera. I tried to change the WiFi network due to new location and it would not work. 

[jguerdat]

Use the app to go to Settings, Support and choose your camera. Scroll down to Contacts to see what official support may offer including an RMA. This requires a subscription to work.

[Jackiejoseph]

Thank you. I can’t see that information. I need to check my subscription 

[StephenB]

---

@Jackiejoseph wrote:

Thank you. I can’t see that information.

---

If you are seeing "Feed" and "Dashboard" in the app interface, then use this for navigation to the support center:

• https://kb.arlo.com/000062993/What-is-the-Support-Center-in-the-Arlo-Secure-App-Arlo-Secure-4-0

[Jackiejoseph]

Hello, I checked that link. The subscription should be under warranty but still I can’t find a number. My husband purchased it and put my name as an admin.  This was an interesting link so thank you. 

with the 3rd camera, I will attempt to change the location again. Right now I can’t use it. 

[StephenB]

---

@Jackiejoseph wrote:

My husband purchased it and put my name as an admin.  

---

Are you using a shared "Friend" account (with your husband having the primary account)?

If that is the case, then you need to use the primary account to reach support.

[Jackiejoseph]

I now have access as the master account holder. Got through to customer service on live chat. Needed to send screenshots of the serial numbers. There was a discrepancy between what they could see and what I had. They now need to do further investigation and I am still waiting. It may be that they are faulty. Only been in use since June 2024. I had to chase with a phone call yesterday. 
Trying to chase via live chat again but so difficult to know where to find the link again! 

[jguerdat]

Use the app to go to Settings, Support and choose your camera. Cancel the Choose Your Issue and scroll down to Chat.

[Jackiejoseph]

Eventually got through via chat and phone.  Turns out both cameras are faulty and need to be replaced.  Both bought in April 2024 and not used until June 2024.  They did not last long.  They wish to replace with pro 4 XL as they have run out of stock of essential 2k XL.

Is Pro 4 XL an upgrade?

[StephenB]

---

@Jackiejoseph wrote:

Is Pro 4 XL an upgrade?

---

I answered that on your other thread.

Personally I like having a user-replaceable battery.

• You can reboot the camera by removing/reinserting it.
• You can charge the batteries in a stand-alone charger, which I find convenient.  

Other features are pretty similar, you will notice that the field of view is wider on the Pro 4.

The Solar Panels are NOT compatible, so if you take the Pro 4 XL replacement option , make sure they also send you the replacement panels.

[Jackiejoseph]

Thank you to advise me about the solar panels. I was going to ask them if I needed new brackets for them and assumed all solar panels would be compatible with all cameras! 

[Jackiejoseph]

Trying to find the other thread! Haha