Pro 2 No Motion, Bad Support UX

[ArloKiddingMe]

Hello Arlo mods, I have 2 Arlo Pro 2 cams behaving poorly in last 2 weeks.

1 of the cams (driveway side) records no motion whatsoever regardless of settings/routines/modes/etc. worked perfectly until 11/4/2025.

The other 1 (backyard cam) only occasionally works but has huge gaps in recording where other (non-Arlo) cams caught numerous events, depsite highest motion sensitivity.

Tried moving them, network checks, restarts, resets, resyncs, and even tried Arlo’s wonderful phone and chat support agents in Chennai but they were ridiculous. Specifically, they claimed all Arlo Pro 2 cams are EOL, will not record/save to the Secure Cloud any longer, and are basically just “dead now” so they were hard pushing 50% replacements and subscription renewals.

But then I come here and I see this support team (Brooke, Shayne, etc.) telling users reporting similar experiences to restart the hub, no mention of EOL or camera obsolescence.

So now that I have used a 1/10 of your time with this long explanation (compared to time taken from me), can someone from Arlo support actually help here?

[BrookeN]

The Pro 2 are EOL, however they should still work as expected. Can you remove them from the account and then onboard them again? If that does not work, you may need to reset the basestation. However, you would need to add all the cameras back on after the reset. 

[StephenB]

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@ArloKiddingMe wrote:

they claimed all Arlo Pro 2 cams are EOL,

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True.  The Pro 2 cameras became EoL on 1 January 2025

• https://kb.arlo.com/000063018/End-of-Life-for-Arlo-Legacy-Cameras-and-Arlo-Services

Which means (among other things) that Arlo doesn 't support them.

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@ArloKiddingMe wrote:

will not record/save to the Secure Cloud any longer,

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False.  The cameras still do work, and the free 7-day cloud storage is still provided.

But they are old (haven't been manufactured for 6 years), so many are starting to fail.  Arlo no longer stocks replacement housings, batteries or external chargers for these cameras.

Plus, over time there could (e.g., eventually will) be bugs introduced that will break things with these cameras , and Arlo likely won't fix them.  Several folks here have reported that they can no longer re-install these cameras (but others apparently can).

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@ArloKiddingMe wrote:

they were hard pushing 50% replacements and subscription renewals.

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Since they are no longer supported, it's pretty much the only option the support folks can offer.

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@ArloKiddingMe wrote:

1 of the cams (driveway side) records no motion whatsoever regardless of settings/routines/modes/etc. worked perfectly until 11/4/2025.

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Can you make a manual recording while livestreaming the camera?

Did something happen on 11/4?  For instance,

• did you add another camera to the system?
• were you migrated from "Library" to "Feed"?

[ArloKiddingMe]

EOL ≠ bricked, as agent (Uma) clearly stated (while pushing product) and I explained in my op so thank you, @BrookeN, for concurring that her statements were misleading and there may be other solutions that would restore functionality. Also, I disagree with anyone's contention (mods, users...super or not lol) that this was Uma's only choice, but I digress. 

Before I nuked all my cams or BaseStation, I went ahead and triaged the Pro 2 cam again for the 10th time (mucking w/motion settings and testing repeatedly until expected responsiveness, then restarting several times, resyncing, live test, voila). Like so many of my Arlo experiences before, the same exact processes and procedures performed in an identical manner that were unsuccessful before just suddenly worked. Hopefully, the magical fix with no known root cause does not return.

Thanks again though @BrookeN as the confirmation of my suspicions alone (Pro 2 should still work) helped me continue and then I found a working solution. If nothing else, maybe some other person will stumble on this and be like "same!" Cheers.

[ArloKiddingMe]

Hi fellow user, I normally ignore other users in forums like this but needed to share a few things for better interactions with others (like me, at least) as I found this "help" a bit overhanded and/or mostly unnecessary. My issues and some context:

1.) User seemingly assumed I did not know what "EOL" means, but that was incorrect. I work in IT as a senior security engineer and team lead SME, who literally writes security policies (including EOL notices) for Fortune 25 American companies and answers any questions for the 20-somethings that cannot get ChatGPT to regurgitate info for them on a daily basis.

2.) User seemingly assumed I did not read my Arlo email with TTL dates for sunsetting Arlo products, but that was incorrect. I have been reading since a very young age and I excel at it quite proficiently. Heck, I even made it through all of George R.R. Martin's overly-detailed, drawn out AF books as well as Tolstoy's boring AH treatise 'War and Peace.' Plus, I got pizza coupons for being an "Advanced Reader' in the 90s so yeah, I am pretty big deal in the reading department.

3.) User seemingly assumed I needed an explanation about hardware and/or software obsoletion or technology lifecycles, in general, but that was also incorrect. I have legitimately been in IT for over a decade and I have a Masters in both compsci and infosci. I am quite aware of device (and sw) lifecycles and unlike many, I have realistic and fair expectations. That said, those types of failures are usually preceded by other noticeable issues/behaviors and I hyper-monitor everything connected to or in my home (or even near it), so this sudden issue was unusual even in the gamut of endless Arlo issues I have personally experienced (and documented) over the last 11 years. 

4.) User stated that Arlo phone support agent (Uma) had no other support options besides pushing products and subscriptions, but that is an opinion I find to be incorrect. Uma did not need to take the path of least resistance just because it was there and it had a pretty blue skies around the corner (in her head). Alternatively, she could have done her job and tried to help me troubleshoot the camera in a cooperative manner, like Brooke did here. She could have told me to F off. She could have suddenly appeared in my home like Janet, from 'The Good Place' and fixed the issue without me. She could have escalated or passed me over to someone willing to do the work or more knowledgeable. Instead of any of those (out of a million other some serious, some not options I could spin up with minimal creativity here), she just chose to go to the end of her script and act like a gd pusher with the "take the discount and go sir!"  

5.) Lastly, I comprehend this is a "public forum" and some users might be thinking, " whoa dude," but here's the reason for this tasty salt in my rub here; I specifically asked for ARLO MOD support...not forum users. The reasoning was to avoid shiv like this, but here here we are anyway...

[BrookeN]

I do apologize for the way you feel support handled your call with them. We do not want our customers to ever feel that way.
 

 I do want to let you know however, that I am a Mod and do work directly for Arlo. And while StephenB may not be a Mod he is very knowledgeable of Arlo products and can help with most any questions that are asked in the community. 

I am glad to hear the cameras are now working as expected. Please reach out again if you have any further questions. 

[ArloKiddingMe · Accepted solution]

I am aware you are the Arlo support/mod, hence my very comments and yours right (?) lol.

As for that guy/user, I do not care who he is or his importance to you or others in this community. I just don't and that is okay and allowed based on community guidelines. It is not personal, I don't know that user. But based on their unsolicited response (as well as quick review of some their other "contributions"), I am fairly certain my level of experience and expertise is greater. But regardless of that opinion, the fact remains community users do not work for Arlo so they have no sudo/admin privileges or access to information on the backend that could help me beyond basic trial-and-error (anecdotal) triage, so why would I ask the users anything? I wouldn't and I don't and I didn't.

@BrookeN, you see, I came here twice and both experiences were kind of a joke imo where I fixed things myself (per usual). I only forced a polite "thanks" and then got this weird little blurb/lecture about the importance of hyper-online community users in public forums. Cool, you need them (help you do your job here) but I do not. Albeit, I am dumping Arlo for a competitor soon, so my problems will finally be truly solved and I will likely never return here (unless one of you has more to share that doesn't help me and I have to come back here to explain to either of you that you are not being helpful). Good day to you now.

[BrookeN]

I hope you have a great rest of your week.