Arlo Pro 4 Hard Reset Does not work

[edwineve]

My arlo does not connect anymore since battery was empty. It blinks blue slowly while charging. 

After charging for a few hours I try to reset it with the reset button for 15 seconds. But nothing, totally nothing changes, it keeps blinking blue slowly. The reset button does not seem to do anything at all!

[jguerdat]

The camera certainly should not be blinking at all during charging. Depending on your settings, it would be solid blue but only when fully charged.

Do you have another camera to swap batteries with? If so, can you charge both cameras?

While this is for older cameras, it may help:

https://kb.arlo.com/000052305/My-Arlo-Pro-or-Arlo-Pro-2-battery-is-dead-what-do-I-do

[edwineve]

I changed batteries with another cam. Reports 100% full, other camera is normally connecting. 

But the disconnected cam is still blinking blue slowly when not in the charger. When charging it flashes blue quickly every minute or so.

[StephenB]

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@edwineve wrote:

I changed batteries with another cam. Reports 100% full, other camera is normally connecting. 

But the disconnected cam is still blinking blue slowly when not in the charger. When charging it flashes blue quickly every minute or so.

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Did you remove the camera from your account when you attempted the reset?

[edwineve]

Yes, its gone from my account now... 

[StephenB]

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@edwineve wrote:

Yes, its gone from my account now... 

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Ok.  So you are saying that "add device" isn't working?

If so, have you tried from both a PC (my.arlo.com) and the phone (using the app)?

[edwineve]

Yes, tried both, no result, never a sound when I put the cam in front of it. Same WIFI account as the other camera's

[StephenB]

Is the camera still under warranty?

[edwineve]

I think so, bought 2 less then a year ago... how does the warranty work?

[StephenB]

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@edwineve wrote:

I think so, bought 2 less then a year ago... how does the warranty work?

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You'd need to contact support through the app (don't google for a phone number - that will lead to a scammer).

Select a camera in the subscription plan, and scroll down to the contact section.  You'll find a phone support option there - it's available 6 am - 6 pm US pacific time.

You'll need to go through their troubleshooting steps, and if they fail, you'll might need to push to get the warranty exchange (RMA).  You will need to pay to ship your camera back, Arlo will pay for shipping the new camera.

If you don't have a subscription, then you could possibly subscribe for a month.  Or post back here, and we can ask the mods to create a case on your behalf.

[katbostick]

My pro 4 is doing exactly the same thing. 

[ShayneS]

@katbostick 

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to Settings/System/Support.