Priority support and care but no way to contact support other than chat?

[larsolafsson]

What am I missing? I have a paid plan and even a trial for new Pro 5 I bought. But on my Arlo and in the app I cannot make support request.

I have an issue with connection on the pro 5 and can't get any help.

Was on the chat for 15 minutes yesterday and no one replied. Got tired of staring at a screen waiting.

Even though I wrote in the chat that I want them to mail me the answer or call me. Nothing happened.

What is wrong with arlo support? And how can I get help? Or should I just return my products and go to the competitor because this feels like a joke. 😬😔

[StephenB]

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@larsolafsson wrote:

I have an issue with connection on the pro 5 and can't get any help.

Was on the chat for 15 minutes yesterday and no one replied. Got tired of staring at a screen waiting.

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Did you try the phone support option?

[larsolafsson]

I have not been able to find any phones, emails or anything I can contact Arlo on. If you can guide me where to find it I would love to be able to call them!

But seems like it's being hidden away very carefully even for a paying customer.

[StephenB]

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@larsolafsson wrote:

I have not been able to find any phones, emails or anything I can contact Arlo on. If you can guide me where to find it I would love to be able to call them!

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You won't find this on my.arlo.com, you need to use the app.

Go into the support center of the app, select the camera, and scroll down to the contact section.  (The app might show you an initial screen with some FAQ info that you need to dismiss).

• https://kb.arlo.com/000062993/What-is-the-Support-Center-in-the-Arlo-Secure-App-Arlo-Secure-4-0

[larsolafsson]

This is what I see in the app

 

[StephenB]

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@larsolafsson wrote:

This is what I see in the app

 

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I am not seeing any "help" section in my app.  Can you explain how you are getting there?

[larsolafsson]

From the dashboard I click on the camera and then on the settings.

And here I click on support 

 

 

[StephenB]

Have you tried the navigation path in the article I linked in above?

[larsolafsson]

Sends me to the exact same screenshot I showed you earlier with the help and only those 2 options.

[larsolafsson]

Can't add video but here link to photos app

https://photos.app.goo.gl/VNGv6c7Ne5tAxpgD9 

[StephenB]

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@larsolafsson wrote:

Sends me to the exact same screenshot I showed you earlier with the help and only those 2 options.

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I'm tagging the mods ( @JamesC . @ShayneS , @BrookeN ) as I think you should be seeing more.

[larsolafsson]

Hey All, any news here? How can I get support on my broken device? 

I can shortly explain here maybe someone knows.

I have a camera that when I take off the battery it works for hours. And then the next morning it's offline. I can then take off the battery again and it will work all day. And again next morning it's offline.

I believe it's the location because I tried to switch with another camera and that does the same. And in the other location both cameras work.

What I don't understand is how can it work for 12+ hours and then all of the sudden go offline and I have to manually restart it. And then it works. Why does the camera not reconnect by itself when a restart can make it reconnect?

[StephenB]

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@larsolafsson wrote:

I have a camera that when I take off the battery it works for hours. And then the next morning it's offline. I can then take off the battery again and it will work all day. And again next morning it's offline.

I believe it's the location because I tried to switch with another camera and that does the same. And in the other location both cameras work.

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How many seconds of video is the camera recording each day?  If you use activity zones, disable them for a day or so to make this estimate.  Activity zones just supress recordings, so they don't improve battery life - but they do conceal the amount of streaming.

A marginal connection can result in pretty quick power drain.  And it could be worse at night than it is during the day.Have you tried measuring the wifi speed at that location with your phone?  Use the free Ookla speedtest app.  Disable mobile data, in order to ensure you are testing the wifi speed.

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[larsolafsson]

Battery is fine. It was at 95% last time I checked. All I do is take battery out and put in again. And then it works again.

Speedtest here from same wifi at same location on my phone.

 

[StephenB]

So the network signal looks good, and the offline status isn't caused by power drain.

I've seen a couple of reports from folks saying that the app showed an off-line status, but the camera was still recording.  Is that something you've noticed?

[larsolafsson]

Nope not something I have noticed. 

[larsolafsson]

Interesting thing just happened.

Our camera has been showing offline for days now. Didn't want to go restart it. 

I can see there is 1 video in feed since the last time I restarted it.

 

And I just got a low battery notification from the camera.

So looks like your theory might be correct. That the camera is indeed working and recording but it is not going online. Just showing offline. 

[larsolafsson]

Yesterday I did the reset of the camera and connected it to power 24/7.

The camera was working all night and again here this morning showing as offline.

So it's not a power issue.

[BrookeN]

Please contact support. Within the app on your mobile device click on the silhouette on the top left ~ support center ~ the device that you are needing assistance with then choose the behavior you are seeing. 

[StephenB]

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@BrookeN wrote:

Please contact support. Within the app on your mobile device click on the silhouette on the top left ~ support center ~ the device that you are needing assistance with then choose the behavior you are seeing. 

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See post 5.  @larsolafsson is not seeing the usual options in the support center.

[BrookeN]

@larsolafsson I have contacted support to reach out to you. They will reach out as soon as possible. 

[larsolafsson]

@BrookeN

Thanks for creating the support case. Which they just closed due to GDPR reasons. 😂 

Apparently getting support is not supposed to be easy!

[BrookeN]

@larsolafsson I just reopened it for the correct support channel. 

[larsolafsson]

Thanks! Look forward to getting a working camera, hopefully! 😁