Uk

[Retired_Member]

I have an essential spotlight camera that stop providing a feed because it said the temperature was too low, (the temperature has never dropped below freezing). Brought it inside for a few hours and then decided to fully charge it. Got a steady blue light so I know it is fully charged. Still didn’t work. Removed the camera from my app and tried syncing it again. I don’t get any lights. I have held the reset button in multiple times and for different length of times and still nothing. If I plug the camera in I still get a steady blue light. Messaged Arlo and have had zero response. Does anyone know how to fix this issue or is the camera broken?

[jguerdat]

It may well be a faulty camera but use this FAQ first:

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

Note that this is for the old user interface that uses Library to view recordings. There's a link near the top to see the FAQ if you're using the new UI that uses Feed.

If it's determined to be the camera, use the app to go to Settings, Support. Choose your camera and scroll down to Contacts to start the possible RMA process.

[Retired_Member]

I had already contacted Arlo for help and they have closed my case without even contacting me. Absolutely appalling customer service. They just take your money and don’t give a crap that their products don’t last. Absolutely furious with them. Does anyone know better cameras with better customer support that don’t charge a fortune so you can view what they record?

[Edinburgh_lad1]

Have you tried to reset it and then to remove the battery for a day or two?

Where did you buy your Arlo camera? JL? Currys? Amazon? Also, how did you buy it?

Under the Sale of Goods Act, products should be free of defects as long as it's practically possible. You could then approach a company and ask them to replace the product. But, I must warn you that this is going to be a hard and long journey and also will depend on how approachable the seller is (if Currys, then forget it straight away).

[Retired_Member]

You can’t remove the battery on n the essential camera, major drawback about these camera unfortunately. I bought it from Amazon over 3 years ago so it is out of warranty anyway. There’s obviously life in it as it lights up to show it is fully charged. I’m hoping someone will have some idea about how to get it to sync. 

[jguerdat]

You haven't said whether you performed the reset procedure outlined in the link above. I know you said you've reset the camera but...

You can still access official support as long as you have a subscription. Create a new ticket and keep on them and/or create new tickets as needed. You can't get an RMA but they may have suggestions.

[Retired_Member]

Yes I have tried the procedure and nothing works. So far Arlo still haven’t offered any information. I’ve raised 2 cases so far. I’ll just keep on at them. 

[BrookeN]

@Retired_Member has support reached out to you?

[Retired_Member]

Been over a week now and the support team still haven’t contacted me. 

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[Retired_Member]

I received an email asking me for my phone number and the best time to contact me and nobody has got back to me yet

[BrookeN]

Has anyone reached out to you?

[Retired_Member]

No one has contacted me yet

[Retired_Member]

Further update. Just received an email saying more information is needed and to update the case. When you click on the link it says the case is closed. Total waste of time. I’m giving up and buying different cameras. 

[BrookeN]

I escalated your ticket, someone should be reaching out to you soon.

[Retired_Member]

I’ve finally had some success. After trying everyday to reset the camera with no luck I eventually got to speak to someone in support. A lovely guy called Jacob talked to me and we tried various things and then all of a sudden I got some lights on the camera and it eventually managed to reset and even connected back up to my base station. Very happy with the outcome even if it did take a couple of weeks to sort out. 

[BrookeN]

I am happy to hear that you are up and running again.