Arlo Pro 3 bricked

[gte975p]

Following a recent firmware update, camera is no longer responsive.  Swapping batteries with other working units did not help.  Resetting had no effect either.  No LEDs are illuminating.  Any guidance Arlo?

[DannyBearAgain]

Do you think the battery could have gone flat during the update?

Have you tried another fully charged battery or applied external power?

If the camera is still under warranty or you have a subscription plan you can contact arlo support using the mobile app under settings/support/ the device for support options.

No one from arlo reads this forum so no point addressing arlo to respond here.

The only arlo employees are the forum moderators who comment intermittently.

[StephenB]

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@gte975p wrote:

 Resetting had no effect either.  No LEDs are illuminating.  

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Did you hold down the sync button for over 15 seconds?

Unfortunately it sounds like the camera has failed.

[gte975p]

I did try a working battery from another camera (I have 3 of the same model) and did not resolve the issue.  Plugging in the charger has the same result.

Unfortunately the HW is out of warranty.  I do have a subscription but cannot find a way to open a support ticket.  Can you provide more detail?  I’m missing something simple in the interface.

[gte975p]

i did hold down the sync button for awhile with no effect.

[jguerdat]

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@gte975p wrote:

Unfortunately the HW is out of warranty.  I do have a subscription but cannot find a way to open a support ticket.  Can you provide more detail?  I’m missing something simple in the interface.

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Look in Settings, Support. Choose your camera and scroll down to Contacts to start the conversation with official support.

[DJArlo]

Did this get resolved? Did u check the firmware versions? My suddenly offline cameras are on 1.060.13.0_23_19c4503 firmware (2023). My online camera is on the recent 1.080.14.1_4_85e8c22 firmware (2024). Moreover, my SmartHub is at 1.25.1.0_1687.

[CamLover]

Just Adding that yesterday all 3 of my pro 3 cameras went offline..  Do the cam firmware update happen automatically ?  I am remote and have no way to see the firmware on offline cams but the base unit is ..

Firmware version 1.25.10_1687_1f1c874

Hardware - VMB4540r2

I will add that i have 6 cameras 3 - Pro 3 and 3 - essential spotlights.  The Essential cams are un affected.

[DJArlo]

Unfortunately they get pushed automatically. Mayne the app is lying, but it does show the Fw for my offline cameras. Btw, the Fw for the smarthub is so new that it's not listed in this forum yet. My offline cameras are still trying to communicate w the hub. Blue lights blinking, etc. I have details on that in another post.

[DJArlo]

How do we get support to address this?

[JamesC]

If you're experiencing your Pro 3 camera showing offline follow these steps to recover the device:

1.) Power cycle the SmartHub (detach both the ethernet cable and power cable, wait 1 minute before plugging in the ethernet cable first, and power cable second).
2.) Make sure the Pro 3 cameras are blinking blue LED, if not, press the sync button for 1-2 seconds and release for the LED to start blinking.
3.) Start the onboarding process by going through the add a device (Pro 3) and follow the flow until it connects.
 

If you're still experiencing an issue, make sure the camera is fully charged and factory reset following these instructions: https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

After the reset is complete, follow steps 2 and 3 to re-onboard.

JamesC