camera offline

[French65]

I think my camera is a 1st generation, but helpfully it does not say so on the camera which is about 3+ years old. I have found it impossible to actually contact/speak to anyone at Arlo other than a useless chatbot, which I think because I have a basic plan i.e no subscriptions, the bot is the furthest I can get. I can't help thinking that if I were to be buying something they would be all over like a rash!  So the camera suddenly decides to go offline, I cannot sync it with the base station as it won't find it, I removed the device to reinstall it, but the phone (android), app will not recognise the QR code, I am going round in circles and going nuts, yes it is fully charged. Any suggestion from anyone please?

[StephenB]

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@French65 wrote:

I think my camera is a 1st generation, but helpfully it does not say so on the camera 

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2nd gen Essentials

• have a sync button on the top
• use a USB-C port for charging
• Have the VMCxxxx camera model printed on the back.

1st gen Essentials

• have a sync button on the bottom (right in front of the charging port)
• use a microUSB port for charging
• have the VMCxxxx camera model embossed on the charging port flap (it is hard to see!)

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@French65 wrote:

 I removed the device to reinstall it, but the phone (android), app will not recognise the QR code, 

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Installing the cameras doesn't require the app to read a QR code.  So I am puzzled on what you are doing.  Normally you just go into "Add device" (being careful to choose the right model).

You could try a hardware reset - holding down the sync button until it flashes amber - about 15 sec.

[French65]

Thanks for the reply, I have tried a factory reset, I've tried just about everything QR code and via base station, no joy, at a total loss, I think arlo is going to be ditched spent way too much time and energy on this. Thanks anyway.