ESSENTIAL Spotlight Camera (H9) battery dead

[Retired_Member]

This camera has never connected to our base station properly. It is on the side of the house and is charged by a Solar panel charger. It is now saying it is 5% charged and the sun has been shining for days.  Purchased in May and has charged since then.  However, it does not add to the library and under "Device Settings" it only shows device info, our other camera shows much more information under device settings. 

[Dannybear]

What app are you using, android or iPhone? Ignore the web portal app status until it gets fixed.

The device info is stored in your account so if the camera status is offline you won’t get any other status like you do on your other camera that shows they are online.

You’re difficulty is knowing if you’re camera has a problem, do you still get notifications and recordings to the library from the problem camera?

[Retired_Member]

What app are you using, android or iPhone? Ignore the web portal app status until it gets fixed.

iPhone XR

The device info is stored in your account so if the camera status is offline you won’t get any other status like you do on your other camera that shows they are online.

The only message for this camera is "Firmware has been updated." Do not have a status of the battery. Cannot tell if it is on-line or off-line.

You’re difficulty is knowing if you’re camera has a problem, do you still get notifications and recordings to the library from the problem camera

Currently not getting any recordings, screen shows the message noted above,

[StephenB]

You could try resetting the camera.  

• https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

It might also be good to contact Arlo support from the app.  Assuming you have a subscription, you will find a phone support option there.  Don't try to google for a number, that will lead you to a scam support site.

[Retired_Member]

Can't contact support, apparently I don't have a subscription! The battery went dead, not sure why, I hope the solar panel is still functioning. I had to take it off the roof and bring it inside to charge, it is at 73% now. More information is showing in the "Device Settings" screen, same as camera 1.  However it is not showing in the library and when I select the library filter, all, only Camera 1 shows up!  Since I have the camera inside charging, once it is complete I will try the factory reset,  Thanks...

[Retired_Member]

The camera has been 100% charged. I performed the factory reset and it is back in the "devices", but not showing in the "library".  Any idea why it isn't showing in the library? Makes it a little useless if we can't recall the video.  Appreciate any and all help. In the mean time I'm putting it back on the roof.

[StephenB]

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@Retired_Member wrote:

The camera has been 100% charged. I performed the factory reset and it is back in the "devices", but not showing in the "library".  Any idea why it isn't showing in the library? 

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Cloud storage for the Essential cameras (like all the newer cameras) requires a subscription.

Are model are your other cameras?

[Retired_Member]

It is an H3 model. So I need a subscription for this model? That seems excessive. How much is it and how do I sign up? Sorry for al the questions, but I didn't't need a subscription for my first camera and this is a bit of a surprise.  Thanks.

[StephenB]

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@Retired_Member wrote:

It is an H3 model. 

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H3 is a hardware revision - it doesn't tell us the camera model (more than one camera have had H3 as their hardware revision).

If the camera housing is fully sealed, then you have an Essential model.

If not, open the camera and remove the battery.  There's a label inside that will tell you the model.

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@Retired_Member wrote:

So I need a subscription for this model? That seems excessive. How much is it and how do I sign up? 

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Essential, Ultra, Ultra 2, Pro 3, Pro 3 Floodlight, and Pro 4 all require subscriptions.

The original  Arlo camera (which had 4 CR123 batteries inside), the Pro and Pro 2 models all included free 7-days of cloud storage.

Pricing is here: 

• https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-is-available

If you are in the US, it's $2.99 per month for a single camera (and $9.99 per month for unlimited cameras).

[Retired_Member]

It is a VMC4030P

[Dannybear]

The VMC4030p is a pro2 camera. They retain the free 7days arlo cloud library storage.

[StephenB]

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@Retired_Member wrote:

It is a VMC4030P

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Also called a Pro 2.  That particular camera model should have 7 days of cloud storage w/o a subscription.

[Retired_Member · Accepted solution]

I think I have a bigger problem, the Essential Camera that was having the problem is down to 20% charge this morning. It was 100% at aprox 4:30 yesterday when I put it back on the roof.  I'm going to check the warranty and see about a replacement.  Thanks for all you help.