Pro 5S 2K won't charge

[pippinron]

I've had this camera for about 3 weeks and it needs charged but will not charge with the cable included.  I've tried multuple charging blocks, different outlets, charging from my computer but the battery will not charge.  I also have two Arlo Essential 2K cameras and have no issue with those.  I'm still in my 30 day plan trial. 

[StephenB]

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@pippinron wrote:

I've had this camera for about 3 weeks and it needs charged but will not charge with the cable included.  I've tried multuple charging blocks, different outlets, charging from my computer but the battery will not charge.  I also have two Arlo Essential 2K cameras and have no issue with those.  I'm still in my 30 day plan trial. 

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Was the battery completely discharged when you tried to charge it?

[pippinron]

No. It's currently at 30% charged. This is the first time i've ried to charge.  I left it charging overnight and today it's the same

[StephenB]

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@pippinron wrote:

No. It's currently at 30% charged. This is the first time i've ried to charge.  I left it charging overnight and today it's the same

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Are you seeing the charging icon in the app (lightning bolt on the battery icon)?  A normal 5v / 2 amp USB charger should work fine.

Assuming there is not charging icon... it could be a faulty cable or it could be a failed charging circuit in the camera.

You could contact support using the support center in the app.  But if you can still exchange the camera with the seller, you might want to do that instead.

[pippinron]

THe app does not show it charging.  I've tried talking to somone on the app but because I havent paid for a plan yet, I'm still in trail period, they won't talk to me

[pippinron]

I bought in on Amazon but didn't take it out of the package right away.  So it looks like I'm past the time Amazon says I can return it.  What are my options now?  I would rather have it working than return it. 

[StephenB]

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@pippinron wrote:

THe app does not show it charging.  I've tried talking to somone on the app but because I havent paid for a plan yet, I'm still in trail period, they won't talk to me

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The trial subscription also entitles you to phone support.  Even with no subscription at all, you are entitled to warranty support (and a camera that fails to charge is definitely covered by the warranty).

I am tagging the Arlo mods - @BrookeN , @JamesC , @ShayneS - in hopes one of them can assist you in reaching support.

One other thing - the battery will not charge if the temp is below freezing ( a safety precaution common with lithium batteries).  So if it is below that temperature in your area, then you need to take the camera indoors, and let it warm up before you can charge it.

[pippinron]

The camera is installed outside but it inside to charge.  I've had it inside for thd last 3 days trying to charge it.

[BrookeN]

Can you please dm me a callback number as well as a good number to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[pippinron]

I finally got it charged.  I had to go through six charging blocks to find one that would charge the camera.  I found that not just any charging block will work.

[StephenB]

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@pippinron wrote:

I finally got it charged.  I had to go through six charging blocks to find one that would charge the camera.  I found that not just any charging block will work.

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Interesting.  Any 5v/2A charger should work.  Did the five that failed deliver 2A or more? 

[pippinron]

I don't know.  They don't list anything on them so there is really no way to tell.  They were phone charges and other block chargers with a USB port.  I finally found a larger charger that did list 5v-2a on the block.  That one worked.

[rupert2005]

I'm also having charging issues with my Arlo Pro 5 s 2 k. I have tried 3 different 25 ft outside cables and talked to product support numerous times. The only thing I got is to use a 5v 2a cable. My new cable is from Arlo itself says 9v 1a output. The 3 ft cable charges the camera fine. I'm at my wits end. I'm switching back to Arlo Pro 2. I never had any issues with that camera. I have also notice product support charges on my credit card every time I talk to them. Any suggestion for 25 ft outside cable ?

[pippinron]

Once I got a charging block that specifically listed the output as 5V  2A, only then did it work.  I'm not sure why Arlo doesn't just provide that along with the cable so there are no issues.  This seems to be a pretty common problem. I tried uploading a picture of the chargng block I used  but it doesn't seem to be working. Charging blocks I got with cell phones and generic charging blocks don't seem to work.

[StephenB]

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@rupert2005 wrote:

. My new cable is from Arlo itself says 9v 1a output.

Correct. The camera should charge with 9v 1a. The higher voltage works better with a long cable.

You said you tried three different cables.  Did you test one with a different outlet?

[jguerdat]

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@pippinron wrote:

Once I got a charging block that specifically listed the output as 5V  2A, only then did it work.  I'm not sure why Arlo doesn't just provide that along with the cable so there are no issues.

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This is due to attempts to reduce electronic waste. The EU in particular are leading the charge and besides it saves a little money to not include the charger which you likely already have.

[Zzzzzzzzzz]

@rupert2005 

I noticed that you mentioned that they charge your credit card each time you talk to support.

This should not occur if you are talking to legitimate Arlo support. Did you call a number that you found through in internet search? Those phone numbers are SCAMS.

I believe that you can only reach Arlo support through the app now. I have not done it, so I can't provide exact steps. I am still on old legacy products without subscription.

@StephenB  @BrookeN  @jguerdat 

Can someone please help explain how to safely contact Arlo support

[StephenB · Accepted solution]

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@Zzzzzzzzzz wrote:

@StephenB  @BrookeN  @jguerdat 

Can someone please help explain how to safely contact Arlo support

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@rupert2005 - Arlo requires a subscription for support, but there is no other charge.  So @Zzzzzzzzzz is correct in saying that if you see the charges each time you talk with them, then you are not connecting with Arlo.  Since these folks have your credit card info, I suggest cancelling the card and getting another one.

You access Arlo support through the app

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

Phone support is I think the best option there.  Chat starts off with a bot which can be really annoying.