Essential Camera Not workin

[Unhap]

Camera not working...tried all options on chat...how do you get to talk to an Arlo agent with a camera under warranty not working...this is a terrible company

[Dannybear]

Edit:

Sorry wrong thread.

[ShayneS]

Hi,

May I ask which troubleshooting steps you have performed so far? I don't want to suggest any methods you have previously performed.

[Unhap]

Camera initially would quit and go off line from where it has been working fine for 7 months....also have another Arlo camera next to it pointed in different direction for 2 1/2 years

Removed camera from network and reinstalled wifi setting 5 times....in all cases it work work for about 2-3 hours and then go off line again

After finally going off line the fifth time, it now will not respond at all......other camera is still working fine.....

[ShayneS]

What is the error message you receive? 

[Unhap]

There is no error message.....no blue light....nothing...no response.......all while plugged into charger and out of charger.....it is like it just died.

[jguerdat]

Arlo suggests NOT having cameras in close proximity to each other (I think they suggest 6 feet but could be less) so the radios don't interfere with each other.

[Unhap]

Thank you for your response. They are 20 feet away and had been working that distance for the last 6 months......I am never going to buy another Arlo Camera and will share with my friends and neighbors my experience.

[StephenB]

Since the camera is offline, I think the best next step is to do a factory reset and add it back again.  https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

If that succeeds, I'd swap the camera with one in another location, and see if the problem moves with the camera, or stays with the location.

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@Unhap wrote:

.how do you get to talk to an Arlo agent with a camera under warranty not working

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No one seemed to answer this bit.

If you have a subscription, you can go into the support options in the app, then select the camera.  You'll find an option to phone support there.

If you don't have a subscription, then @JamesC could create a case for you. 

[ShayneS]

Can you PM me with the Serial number of the affected camera? Is this cam within the 1 year warranty period? 

[Unhap]

The number on this camera is XXXXXXXXX8B.  I received this camera November 9, 2021 from Arlo after the camera I purchased quit working.  The RMA number on the return form is 72044932. 

[ShayneS]

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43068197

[Unhap · Accepted solution]

I finally was able to speak to an Arlo representative.  After discussing all trouble shooting I had done and making  it known that the camera in question was sent to me because the first camera I purchased had quit working after 6 months after I had purchased new.  The second camera quit working 6 months after it had been sent to me as a replacement. The Arlo representative was very efficient and obtained approval for a replacement camera to be sent to me after I sent the failed camera back at my expense.  I have not received the replacement camera yet.

I appreciate Arlo sending me my second replacement camera.  However I am concerned that I have had 2 cameras fail within a 6 month time period.  I am also concerned about how difficult it was to get to speak to someone because I did not have a subscription, which I do not need.