I need Arlo support help

[westy85]

I have raised 2 support tickets, one in June 2019 for a camera that isn't picking up motion and one a few weeks ago for the geofencing issue whereby I have to open the app every time I enter or leave the house in order for the cameras to be armed/unarmed. It's not acceptable to not get any response for products which are not cheap!

[ShayneS]

Hi @westy85

I have escalated your case #41221875, customer support will be reaching out to you as soon as possible. 

Regarding your camera not picking up motion, What troubleshooting steps have you tried so far? I do not want to suggest anything you may have previously performed.

[westy85]

Hi, I switched everything off and on again. I ensured all apps and camera firmware is up to date.

[StephenB]

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@westy85 wrote:
Hi, I switched everything off and on again. I ensured all apps and camera firmware is up to date.

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Have you tried the motion detection test?  https://kb.arlo.com/1114344/How-do-I-use-the-motion-detection-test-for-my-Arlo-device

[westy85]

Yes I did. I have stopped using this camera now, and just have it in the house as backup. I will be taking it back to the retailer as it is covered  under the 1 year warranty

[ShayneS]

@westy85

  Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support