Arlo Go 2 solar panel not charging

[SimonJakobsen]

Hi

I have 64 Arlo Go 2 cameraes with solar panel, where the charging stops and then we have to connect and disconnect the charging cable, which will make it charge again temporarly.

I reached out to the customer support and refered to a nother community post with the exact same issue, where it was fixed through a specific firmware update.

The live agent i chatted with demanded me to provide him with a list of all the serial numbers...its actually time consuming to go though all camera device info to copy them, and I dont get why he cant look it up himself, I was logged onto my account, and verifyed his question with how many camereas i had and if Arlo Secure was active or not.

I then suggested a single serial number, but he insisted in me making the full list before he would help me in any way. Chat ended with him just closing the chat, and sending me a final message that when I have the full list ready I can contact Arlo again.

What kind of customer service is this for a foulty service. I am so done with this Arlo crap

[BrookeN]

Hello,

I apologize that you did not receive the support you should have. That is not at all how we want our customers to feel. Can you please dm me the serial number of the camera you are seeing this behavior on. You send a dm by clicking on the envelope icon on the top right of the forum page.

[LindaJ1965]

Hi Simon 

I first dealt with Arlo Australia and they troubleshooted my camera's issue with me first and then moved my case to 2nd Level Support which was Arlo US, who advised me that a new firmware update to fix this issue was due out shortly.  They checked and found that the firmware update had only just been released but for some countries only and it was available for US & also Australia but I don't know which other countries, although I would expect it to be available now to all countries, as this was back in May from memory.  They were able to update my camera's firmware remotely and they kept my case open for a while so they could check to make sure that it kept charging.  They phoned me a couple of times from California before they closed the case once they were happy that it did fix the issue. They were very helpful.  The camera has continually charged ever since the firmware update.  I put the firmware details in a previous response on the Arlo Community.  Goodluck, I hope they can sort it for you.

Cheers

Linda

[Quickrider73]

Great! I am in Spain and Germany and hope the Firmware Update will reach us soon, since I have the same issues with my Arlo Go 2. It does not charge properly with the Arlo Solar panel...