Pro 3 not connecting

[Docandbean]

Hi I have 4 pro3 cameras which they worked for about 2 years all of a sudden one stopped connecting. We tried removing the battery and removing device and sync it again nothing if finds it but says poor connection when it's literally almost right next to hub. I saw some post here stating factory rest hub remove everything and start over. We did that now 2 cameras won't even sync please help I don't like not having all my cameras working 

[Bedg2024]

Got an email telling me that my issue was resolved after sending my update that it was NOT resolved. Arlo is this how you operate? Just tell us you don’t want to deal with it. Very disappointed. 

I hope you are doing well today!

Thank you for reaching us. We're glad that your issue was resolved, 

Ensuring customer satisfaction is our utmost priority. Regarding your previous experience, I will personally escalate it to my supervisor for review and appropriate action. As a result, I will now close this case and send you a satisfaction survey via email shortly to evaluate the service we have provided you.

[ShayneS]

@Bedg2024 Do you have the case number to the case that was closed? I can't find a closed case on your account.

Thanks 

[Bedg2024]

I apologize I can’t find it either since I kept getting bombarded with emails. I must’ve deleted it. I do have this one right now 43922987. I’m just waiting for a reply back after I was asked to provide proof of purchase of the cam that I bought in 2020. Since they couldn’t find it using the Serial Number.  I sent the image of the receipt where it shows I bought I from arlo.com.  Thank you. 

[benoitDu]

similar issue here; I have 8 cameras, connected for a couple of years, and for 4 days now one of them Pro3 (latest firmware: 1.060.13.0_23_19c4503 H9 model, keeps disconnecting. I did a factory reset, used all recommendations from this thread) got it reconnected to the hub , but after 1-2 minutes it disconnects. if I pull the battery 10sec and plug it back in it reconnect for 1-2 minutes then goes off. all other cameras work fine. the camera is actually the one closest to the base (3 ft) so it is not a wifi issue. This camera also gets back online every few minutes (blue light goes blinking every 5 min, I see the camera from the app, cannot get the video and it goes back online after roughly a minute. I get motion notices but no video recording for this anymore. Any suggestions?

[jguerdat]

Before doing anything else, either move the camera away from the hub (and router) or swap cameras around for testing. If the issue remains, it would seem that you have a faulty camera. Unfortunately, it would appear that it's out of warranty so there's no fix.

[Snokingunn]

im in the same situation have 5 pro 3 cameras a floodlight and a wireless door camera and these things have a mind of their own, can't seem to get one camera to sync, floodlight camera fell out of its housing and smashed and Arlo seems to be no help at all, and still want to charge me a monthly fee. I have been thinking about going with another brand lately. Ive spent thousands on Arlo and feel quite quite disappointed 

[ShayneS]

@Snokingunn Can you provide more info regarding the issues you are experiencing? 

[benoitDu]

actually I have an update, after several reset and reconnect, the camera is not connected in a stable way to the base  but does not stream or record. It detect sounds/motion but the video is frozen to the day the issue started happening. I can change settings on it and see them applied, I can see when it charges or not, everything seems fine except the video recording/streaming.

[ShayneS]

@benoitDu 

Can you stream that device over the web portal?

[benoitDu]

no it does not. I can see it is charging, the battery level but the video (static) is now 46 days old and streaming times out. 

[benoitDu]

interestingly the still image tied to the camera is different on the website than on the app

[ShayneS]

@benoitDu 

I have escalated this for you and support Will be reaching out to you as soon as possible.

[benoitDu]

thanks

[curtcarto]

Same Issue with some "hand-me-down" Pro 3s. 
Base Station, Pro 3 Floodlight, 4 Pro3s. 
The Floodlight and two of the Pro3s can connect, detect motion, charge via solar, record video, preview live motion...and are connected to HomeKit. 

The other two have failed. 

"Cam2" just fails at connecting to the Base unit, even from a close distance. Charged batteries per charger.

"Cam3" will go through the connection process, will eventually let you name it...but fails at the video bandwidth test, despite being feet from the base unit....while on battery.

Now, being second hand units. I took Cam3 apart and lo and behold found the MicroUSB port! I plugged it into a USB-C to MicroUSB-A AC adapter and tada, it powers, connects, detects, records, use the spot light..all functions work....even without the battery inserted. 

Tried this with Cam2, without disassembling it, but no luck. Just fails at connecting. 

So, something about these Pro 3s are failing to provide power throughput from the battery to the main circuitry, because I revived one of these cameras just by plugging it into AC alone. It's kinda pointless at this point, but at least it's proof that it's something with the battery power. (And yes, it was tried with multiple batteries to rule out a bad battery.) 

I find it shocking how little information that Arlo provides us users. There definitely needs to be an advanced tab on the Base Units info to see what bands are in use and what the connection strength actually is. 

Does Arlo even repair Pro 3s anymore? 

[kimibqueen]

I'm having the same exact issue.  One camera suddenly stops connecting videos.  It intermittently will capture something but then stops again.  I've been on support chats for hours, several resets, app re-load.  Nothing works.  Has anyone solved this?

[benoitDu]

 after spending a decent time with support, nothing brought the camera back in working condition and Arlo offered a discount on a new camera.

[ShayneS]

@kimibqueen 

Is the camera currently onboarded to your Arlo account? Can you try live streaming on the web portal as well?

[Amc14414]

I’m having the same issue. 2 of the cameras will not connect to my internet but the 3rd one is fine. I’ve tried scanning the QR code but I don’t get a chime and the blue light just keeps blinking. 

[StephenB]

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@Amc14414 wrote:

I’m having the same issue. 2 of the cameras will not connect to my internet but the 3rd one is fine. I’ve tried scanning the QR code but I don’t get a chime and the blue light just keeps blinking. 

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No QR code for the Pro 3 - please create your own discussion thread in the correct forum area.

[galtj]

Thanks for the detailed instructions, Falcon_9. They worked to reconnect 2 cameras that had gone offline (though a third was working just fine). Also had to enable Bluetooth access in iOS's Settings > Privacy & Security; it had somehow been disabled since the initial setup.

[Bholder11]

I too have had this issue. Bought 3 cameras in July of 2021, everything has worked fine and then all of a sudden one stopped working in May 2024 and I could not get it to sync again and then another stopped last week and I am unable to sync. It says the battery is dead but it is not. 

[StephenB]

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@Bholder11 wrote:

 I could not get it to sync again and then another stopped last week and I am unable to sync. It says the battery is dead but it is not. 

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If the camera needs syncing, it would either show up as off-line or it wouldn't be in the account at all.

If you are seeing the battery as dead, then I think something else is wrong. 

• Have you tried putting in a battery from another camera? 
• Or connecting it to AC power?

Also make sure that all of the spring-loaded wire connectors inside the camera housing are ok.

[Bedg2024]

I’m sorry it’s happening to you too. It’s disappointing, because we bought these cameras to keep track of our homes.  What’s the point if an incident might be happening at our home, and our cameras are not working. It defeats the dang purpose. I do have to say the Arlo team was helpful in providing a replacement camera, but the steps to get it seemed like an act of congress, especially said camera had been bought many years ago. I sent pictures of said camera with the serial number and they  couldn’t find it. I even bought it through them. Thank goodness I keep receipts, and they were good at sending the replacement camera at the end. What will happen if this happens again to the other cameras though? It seems like the past year something has happened with Arlo. Never had any issue in the many years we’ve had them. I’m not sure if it’s their server since there’s always one or two cameras just trying to load and never load to live. It’s disappointing to say the least, and I’ve made it known it is NOT our internet provider, router, Ethernet lines, etc…