cameras no longer available in app

[Tarzo]

I have three Arlo VMC 2030 cameras. Two of them are no longer available on the app; they just disappeared. I am not able to re-add them to the app. I can get the chime which takes me to “Looking for your Camera” but after a minute or so I get the screen that says “No Arlo devices found”. I’ve charged them both and tried each one several times. I’m open to any suggestions that might help me get these two back on the net. They are both less than a year old and have not been damaged as far as I can see. 

[jguerdat]

Since the cameras are still within warranty, use the app to go to Settings, Support and choose your camera. Scroll down to Contacts for official support.

[FaithyC]

This also just happened to me, mine was purchased in Oct of 2023.  Was there an update that could have made this happen vs a defective product?  

[Tarzo]

I finally managed to get both of them back on the app and connected to my wifi. Here’s what worked for me: I turned off the VPN on my iPhone, and I also turned off the Cellular connection; then I held the reset button for about 30 seconds and let the blue light blink for a while; I double checked that I was connected to my 2.4 GHz wifi extender and then just followed the prompts. I got the chime and then some updates and now both are working well. 

[ShayneS]

Hi @FaithyC

Can you provide more detail regarding this symptom?

Are you still experiencing this?

Thank you 

[FaithyC]

Literally, yesterday I was reviewing my app and every camera was present and normal.  A few hours later, just that one camera was nowhere to be found.  Today I had to “add new device” and then just added it back.  Everything is fine now, but clearly something glitched and I found it coincidental when I saw the original poster’s comment.

[beezle]

I am having this same issue.  All 3 of my Essential Wireless Spotlight cameras (VMC2030) factory reset themselves within the last 12 hours.  I cannot get any of them to add back - gets stuck on 'Looking for your camera' and then gives up.   I was able to get the firmware number on the third one before it factory reset itself - 1.090.33.0_28_449310d.  I will try a few more things here to see if I can make any progress.  I do have 2 Essential Indoor cams that are still working fine as of this moment.

[beezle]

Update on my reply from a few days ago - basically no progress...

Still unable to connect any of my 3 Essential Outdoor Spotlight cams.  I have tried everything I can think of.  I can see them all from my router, and they show connected to 2.4ghz, but neither the app nor the website are able to find them after the chime.  They flash blue for about a minute or two, then flash fast amber for a few seconds, then no light, and eventually the 'No cameras were found' message, or it clocks forever with no message.  Occasionally I hear the cameras click when they are just sitting there, not connected.

Two of them were outside and I guess could 'possibly' have had some water intrusion which caused the initial reset, but the third one was NOT where any rain could have gotten to it.  

I have tried placing them next to my router, tried turning off Band Steering and forcing connection specifically to the 2.4ghz.  My phone is connected to 2.4ghz as well.  I have tried factory resets.  I have tried plugging them in to charge for a long time.  I have tried turning off my secondary unit on my mesh system so that only the main unit is live.  I have tried restarting my router.

What else can I do?  It is suspicious to me that all 3 of them stopped working within 12 hours.  And of course, none of my cameras are still under warranty.  They have worked pretty well up until now.

I am hesitant to call support as I have called in the past and they have not been helpful - usually just tell me to reinstall the app on my phone (even though the website does not work either).

[FaithyC]

I am back here because the same camera that dropped off my app has done it again. This time “add a new device” does not seem to be working.  

I’m going to try again later when I have more patience to troubleshoot but this is annoying. I should have to do this, let alone every few days. 

[ShayneS]

Thank you for the feedback. I have notified the team and I will provide more information as soon as possible. 

[FaithyC]

Last night I was able to add it back in as a new device. I will update if it drops off again. 

[ShayneS]

@FaithyC Thanks for the update.

[beezle]

Still no progress with my issue with my 3 essential cams.  They show connected to 2.4GHz on my router, but the Arlo app and line apparently never recognize this and they just time out during the connection.

[ShayneS]

Hi all,

I have a few questions for you. When these devices were removed, did you happen to receive any reset notifications?

Are all the affected cameras outdoors and exposed to the elements?

Does the the rubber flap for the WPS and charging port have any visible damage? 

Are there any signs of rusts around the mounting port?

Which version of the iOS Arlo app are you using?

Thank you 

[beezle]

Responses to your questions...

I have a few questions for you. When these devices were removed, did you happen to receive any reset notifications?
Yes, I got the notification that the cameras did a Factory Reset.  They did this on their own - no one touched them, all within a 12 hour period.

Are all the affected cameras outdoors and exposed to the elements?
Two of the three cameras were outdoors and exposed to the elements.  The third one was not.

Does the the rubber flap for the WPS and charging port have any visible damage? 
No visible damage to the rubber flaps or charging ports.

Are there any signs of rusts around the mounting port?
No signs of rust around the charging ports or mounting ports.

Which version of the iOS Arlo app are you using?
Android version 10.  Arlo app is version 4.15.1_28683, released 6/26/2024.   However, I have the same issues when using the website on my computer to try to connect the cameras.

It is weird because when I try to connect them everything appears to be going fine, I get the chime, the camera shows up on my router as connected to 2.4GHz, but the Arlo app and the Arlo website never recognize that it actually connected.

[ShayneS]

@beezle 

Thank you for the detailed information, I have provided it to the team. 

[FaithyC]

Answers to your questions:

When these devices were removed, did you happen to receive any reset notifications? No notification at all. Self discovered when I accessed the app.  Confirmed missing on the website too. 

Are all the affected cameras outdoors and exposed to the elements? The camera is outdoors, exposed to elements but with a protective sleeve. 

Does the the rubber flap for the WPS and charging port have any visible damage?  No damage. 

Are there any signs of rusts around the mounting port? No rust. 

Which version of the iOS Arlo app are you using? Apple iOS 4.15 (7556), released June 28,2024

thank you!

[ShayneS]

@FaithyC 

If/when  this symptom occurs again can you please let me know and the team can pull some information from the camera on the backend ASAP. 

[beezle]

Let me know if you ever get it connected.  I have had all 3 of my VMC2030 cameras factory reset themselves about a week ago and they will not connect again - just like yours, they time out after the chime.  They have worked fine for a few years so not sure what happened.  I am curious on what other people are doing to get them to work.  I have tried everything I can think of.

[Nu8545]

I’ve been having issues with my camera for the past few weeks.

I tried to connect it tonight and spent over an hour fighting with it.  Finally factory reset it and rejoined.  Placed it back outside in its position then 5 mins later I received a message on my Apple Watch saying my camera had been factory reset. My camera had then disappeared from the app again.  

I fought and got it connected again another 2 times, for it to spontaneously disappear from the app again.  It’s as if the camera’s battery is completely dying within 5 mins. 

Im planning on leaving it charging for another 24 hrs and will try again. 

I’m moving home within the next few months and Im not wanting to have to purchase another one…of course it’s out its warranty. 

[beezle]

Well, after weeks of trying to get my 3 VMC2030 cams to connect to the app or website with no success, I gave up trying for about a week.  Yesterday, FINALLY, was able to get all 3 to connect.  No idea why they suddenly were able to be recognized by the app and website.  Must have been some sort of update that fixed things?  Anyway, hopefully they will stay up and running and won't factory reset themselves again.

[FaithyC]

Hi Shayne,

The same camera is no longer working.  This time it is represented in the app but it is listed as being offline.  It is fully charged and the network is fine, all of my other cameras are fully functional.  I tried resetting the camera but absolutely nothing happened.  No blinking blue light or anything at all.  

At this point, I’m thinking something is defective with this camera and it is covered under warranty until Oct.  Would you recommend I seek a replacement at this point?

Thanks,

Faith

[ShayneS]

@FaithyC 

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support through the Arlo Mobile App by navigating to Settings/System/Support.

[Th0masc]

I have to factory reset my Essential Spotlight cameras regularly because they just drop out (shows as "Device Offline"). They are connected to my base station--I have to hold down on the camera power button until the camera shuts off, then restart and re-sync it.  This happens on average about once per month, but sometimes more frequently.  These Essential cameras have been a pain since I bought them to replace the rock solid Pro 2 cameras during the EOL fiasco.  The Essential cameras are worse in every way--I like the spotlight, but not if the rest of the camera just doesn't work properly.

[ShayneS]

Hi @Th0masc 

Please reach out to the Support Team to further investigate the offline symptom you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to the Profile icon > Support Center > Select device > contact