Go 2 camera can't "add"

[simonjo1]

Hi, grateful for advice. Been trying to "add" Go2 to app using LTE (not WiFi). 
Worked fine for 16 months but then was no longer synched.
In trying to re-synch have had these issues which stop it synching I think:

1)Get a slow blue light (not rapid blinking blue)
2)When hold reset for the "15 seconds" I don't get amber light
Have confirmed  LTE is active and working in my mobile

Any advice? Thank you

[jguerdat]

Have you tried >15 seconds for the reset? 

[up_yours_arlo]

I contacted support and they tell me " The only detail I can provide right now is the issue number ISSUE-18536".  

It's not listed anywhere, and apparently it's a problem on their end, but the cameras are unusable in the meantime, with no ETA.

I bought mine yesterday.  It's going back to the store today.

this is supposed to be a 24/7 security device. It can't be offline indefinitely while we wait on some unpublished issue, with no resolution ETA.

[jguerdat]

That sounds suspiciously like a scammer. Did you contact support via Settings, Support in the app?

[ShayneS]

@simonjo1 

Please reach out to the Support Team to further investigate this 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

[simonjo1]

Appreciate the comments of support. Am in touch with support direct now and will persist until resolved. Two calls to helpful agents so far, awaiting call back. Have found the "update my case" link not working even if paste back into browser as the support email has suggested. Just for community to be aware in case affecting you too. The recommended

https://www.arlo.com/portal/onlinecaseupdate.aspx  gets a "Invalid Token Value" returned

[ShayneS]

@simonjo1 

Can you provide when this invalid link/update was sent to you date/time? 

Also, can you PM me with the reference id number in the email? It should be listed at the very bottom in the email (kind of fine print) with a long SKU of numbers. 

Thanks 

[simonjo1]

Dealt with Arlo support by phone and Grace and Simon and Ade were very helpful.  They confirmed the product was faulty and I took this written evidence back to Argos who at the 2nd attempt  refunded me in full after accepting manufacturer evidence that it was faulty. Initially Argos asked me to get independent verification that the product was faulty. Thank you Arlo.