Pro camera will not work after firmware update

[jcrain]

After recharging one of my eight Arlo Pro/2 cameras and updating the firmware, I am left with a brick.

The camera is entirely unresponsive. I have tried to remove it from my base station and it cannot be added back on. If I plug the supplied charger in, I get a constant blue light for a second or two. Then I get an amber light which flashes twice, and then repeats every so often.

The Sync button on the camera has no response whether I use the battery or not. The camera has bricked. Very unhappy.

[Jarhead82]

Hi Shayne,

I am appalled at how difficult it is to contact ARLO I have tried logging a case several times and also to contact the call centre to get mesages your closed despite being during business hours or today when I got just put through to sit on hold for 20 minutes before giving up.
I updated your cameras as per the app's instructions for the latest firmware and how they are bricked which clearly is a common fault evident from the multiple forum posts here and on multiple other websites.
These cameras are now useless, cannot charge despite using original charger plug and lead.
I work for a Australia's largest non food goods retailer who stock your products and if we were this difficult to contact both via phone and internet to address an issue then I doubt we would have many customers.

Please contact me within 48 hours or I will need to lodge a complaint with the ACCC.

FYI I have tried 6 times to lodge a case and get an error on every occasion and I have screen shots of this.

[ShayneS]

Hi @Jarhead82

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 42417471

[ShayneS]

Hi @Simba-2020

Your SmartHub appears to be offline, please power on your SmartHub and check for the latest Firmware version in the Arlo App under Settings > My Devices > Select your Camera > Device Info > Firmware.

[Jarhead82]

Hi Shayne all resolved thank you

[ShayneS]

@Jarhead82

Glad to hear, you're welcome!

[ArloChallenged]

59U17B7VD34F0 is the serial number on my remaining camera. This was part of a 2 camera package with a base station. Not sure what model I have. I believe it is a Arlo pro or pro2. Would have been nice if these models were easier to distinguish. I am having the same issue of a brick/non - working camera. I was prompted that my camera was offline, I followed Arlo's trouble shooting steps, removed the camera and when I went to re-add the camera it is totally unresponsive. I get no light and the camera can not be re-added. this is a security concern for us as we were told by the police to install this camera. I need to have it working. I have the original charging cable and have no issues at the base station or the other camera.  Can someone at Arlo help me without the nightmare others have described? Thanks. 

[ShayneS]

Hi @ArloChallenged

I have a few questions for you. Have you try using a different battery in the camera? When you insert the battery does a blue LED illuminate?

[ArloChallenged]

Yes I took the battery out of this non working camera and placed it in my 2nd camera and it works and shows 65% power.  The battery taken out of the 2nd working camera had approx 100% power as it was just re-charged and does not work in the non working camera. I also tried removing the battery and reinstalling 5 times in the non-working camera with no success. So I am still needing further assistance. Thanks.

[ShayneS]

What happens when you plug in the power cable/adapter that came with the camera?

Thanks

[ArloChallenged]

Nothing happens. No lights at all. I have had the charging cable on this camera since last night (14+ hours). Currently the camera is still dead even after I placed the fully charged battery from the working camera in it. I have tried to get it to work  with the charging cable and also un-attaching the cable and still nothing. I don't believe the charging cable is the problem as I re-charged the battery in working camera with it yesterday.  

[ArloChallenged]

I do still need help. Should I be in the community or somewhere else. 

[StephenB]

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@ArloChallenged wrote:

I do still need help. Should I be in the community or somewhere else. 

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I suggest contacting support (via the link at the top right of the forum page).

Though it is possible that the only option is to replace the camera.