A New Pro 5S Won't Install.....any known issues with them?

[roundball]

FYI, over the years I've installed / used the following Arlo cameras...with Base Stations and / or WiFi,  familiar with steps involved, etc:  Four Pro2...Four Pro3...Four Pro4.

Now upgrading to four Pro 5s cameras.

Three of them installed with just their normal few simple steps.

One will not install no matter how many times I try, and reset and start over, etc.

Changed batteries...use the Sync Button, etc, etc...always gets to the point where it reads the scan-code in the App...makes the loud chime...App goes into "looking for your camera" mode...but eventually times out saying it can't find the camera.

The App says it sees a Base Station, would I like to try that?
I try the Base station...but get the same result...no connection.

Doesn't seem to be transmitting / identifying itself to either WiFi or the Base Station.

If there is any known issue that causes this in a Pro 5s, I'd appreciate hearing  it, thanks.

[ShayneS]

Hi @roundball 

Can you try adding the camera over the web portal as well.

[roundball]

Don't know what that means ?

I've simply exhausted all efforts to install it like all the other Pro 5s cams and it simple won't install...

[StephenB]

---

@roundball wrote:

Don't know what that means ?

---

@ShayneS is suggesting that you log into my.arlo.com on a PC and try the install from there.

[roundball]

Ahhh.....OK, will try that today

[roundball]

Tried it 3 times on line through the website just now, no help, same failure.
Camera can't be found.

Is there anyway to remotely have a fresh factory reset / reload into the camera from Arlo?

[ShayneS]

@roundball 

If you like, I will escalate this to my team for further troubleshooting and possible replacement device if we can't get the camera onboarded. 

[roundball]

Yes, the other 3 have installed just fine, but not this one.

PS: if by “team” you’re referring to Level 2, OK… but if you mean Level 1, forget it…won’t waste another minute of my life with Arlo L1 support…let me know.

Thanks

[ShayneS]

I have escalated this for you and someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 44000309

[roundball]

Just so disappointing / aggravating !!

I've wasted another MONTH of my life dealing with arlo support for them to finally initiate the replacement of the New Defective Black Pro 5s camera.

Package arrived yesterday.....opened it and it was WHITE !!!

[Edinburgh_lad1]

🤣

You should just be able to swap the housing round from your faulty camera, no?

[roundball]

Oh sure...but with arlo support's track record, I'm not going to risk doing anything like that in case there's a warranty issue down the road...they might claim something like "this is not the camera we sent you"...etc, etc.

I've already responded to the case about the screw-up...waiting for their reply.

[ShayneS]

@roundball Thank you for the feedback. You can hang on to the black housing if you like, you can let your case manager know I notified you on the community. 

Shayne

[roundball]

Arlo support is essentially non-existent...good customers cannot let unknowing future customers get signed up in this.  Will be setting up a thread on the "NEXTDOOR" website to start getting the word out !

............................................................................................................................

My latest 2 case updates with ZERO response from Arlo !!

I'M RESENDING MY 05/04/24 CASE UPDATE.....( WHICH YOUR SYSTEM SAID IT RECEIVED ).....BECAUSE I HAVE RECEIVED ZERO RESPONSE FROM ARLO AGAIN !!

MY 05/04/24 REPLY WAS:

"...You correctly ordered the new defective replacement in BLACK...but the Pro 5s that arrived yesterday was WHITE !

This has been dragging on for weeks !

PLEASE EXPEDITE THE CORRECT BLACK COLOR 5s REPLACEMENT ASAP !!..."

............................................................................................................................................

Now my 05/10/24 case update...REPEAT:

You correctly ordered the new defective replacement in BLACK...but the Pro 5s that arrived on 05/03/24 was WHITE !

This has been dragging on for weeks !

PLEASE EXPEDITE THE CORRECT BLACK COLOR 5s REPLACEMENT ASAP !!