1 out of 3 cameras loses connection

[antoniosantos75]

I've had the cameras for 3 months and everything had worked fine. Three days ago 1 of the 3 cameras lost connectivity. The system is:

https://www.costco.com/arlo-pro-2-indoor/outdoor-wireless-hd-3-camera-security-system.product.100489...

1) replaced the battery -  did not work

2) restarted base - did not work

3) removed the camera and synced it again - worked, but lost connection minutes after it was back outside

4) repeated #2 - same result

The problem camera is the one closest to the base. The other 2 cameras are further away and work fine. I also have 3 lights that work just fine.

Please help.

[johnboydavis]

im having same problem. spoke to support that thinks the base unit is faulty BUT today seems to be fine then started again. I will say support do not know what they are doing. Asked how I connected the base station 2.4ghz or 5ghz yet the base has to be wired

[ShayneS]

Hi @antoniosantos75

Is it possible to switch locations with the trouble camera/working camera? You can also try and use one of the batteries from a working camera and test.

[antoniosantos75]

I have tried 3 different batteries.

I have moved the camera to 3 different spots. Next to the base being one of them. And the camera keeps losing connection and going offline.

[ShayneS]

Hi @antoniosantos75

  Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support

[antoniosantos75]

By email, yes. Sent a message, with description of problem, serial number, etc, yesterday. Have not heard back.

By phone, no. Will try, even if I am over the 90 days support is supposedly available by phone. My system was delivered 08/30/19.

[ShayneS]

@antoniosantos75

Please feel free to give support a call & they will be glad to assist you. 

[johnboydavis]

do you have an Arlo chime or door bell?? found they are the problem for my cameras going offline

[antoniosantos75]

No, but I have 3 lights.

[johnboydavis]

lights are fine I have 9 of them and they use their own base unit and use Bluetooth, got a new base unit and had same trouble cameras going offline but if I don't connect the chime and bell the cameras all work fine

[antoniosantos75]

Yeah, the lights are connected to a bridge. The cameras are connected to the base station. To me it seems my problem is with the camera and not the base. The 2 other cameras I have have no issues. And are further from the base than the one with problems. Though I have moved the one with problems and it has issues regardless of distance to the base

[StephenB]

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@antoniosantos75 wrote:

To me it seems my problem is with the camera and not the base.

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Reading through your symptoms, I agree with your assessment.

Phoning support is the next step.