No response to my case for Arlo Pro 3 Floodlight

[M_M_W]

Hi,

I have had no response to my case for over 3 days and before that the responses I was getting were completely ignoring the issue and providing advice for other things.

Any chance I can get some help here or escalate it somehow? My product hasn’t been working for over a week and I bought it 2 weeks ago. Getting very frustrated and considering returning it and getting my $450 back.

Case number is 41830340

Thanks.

[jguerdat]

Why don't you tell us what the problem is, what you see and what you've tried?

[M_M_W]

I set up the Arlo floodlight and it was working fine but I wasn’t receiving any notifications, so I reset the camera and redownloaded the app. However now the camera won’t pair to the app.

I get to the QR scan and it works and I hear the chime, then the next step the app can never find the camera despite the blue light flashing, phone and camera being right next to my router, and wifi signal strong.

The responses from support keep telling me to adjust my brightness on my phone etc and are troubleshooting the QR scan step, when that’s not the issue.

Any suggestions would be much appreciated!

[StephenB]

Does your wifi have 2.4 ghz turned on? 

Also, is the phone connected to your home wifi network?

If you have an ethernet-connected PC, you might try onboarding using that. 

[jguerdat]

Also, make sure you've removed the camera from Settings, My Devices.