Arlo Ultra 2 camera blurry and distorted colors

[Martijnd]

since a couple of weeks, 1 of our Ultra-2 cameras shows fainted/distorted colors (e.g. green is projected as pink).

All other cameras are fine.

We have:

- removed, waited and reinserted the battery

- cleaned the camera lens. 

- visually checked the camera lens: no scratches or whatever

- turned on/off the various settings (HDR / auto tracking)

- contacted arlo support; we got a confirmation email, but no other answer in 2 weeks time.

Can anybody aid with this issue?

[Edinburgh_lad1]

You should reset the camera to its default settings. Check Arlo's KB on how to do that (essentially, you need to press the sync button for 15 sec.)

If this doesn't help, remove the battery for 30 min. 

If this doesn't help, your camera is faulty.

[jguerdat]

It appears that the IR filter is stuck. You can try moderately tapping the camera to see if you can unstick it but that may not work.

Resetting the camera also requires that you remove it from your account so you can sync it up again. Assuming you still see Library to view recordings, use the following FAQ. There's a link near the top to choose the proper FAQ if you use Feed to view recordings.

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

If that fails, use the app to go to Settings, Support to choose your camera. Scroll down to Contacts to see what official support may offer.

[Martijnd]

Thanks for the answers.

I reset the camera to factory settings and synced again. That helped temporarily (although a narrow pink line remained on the side). Unfortunately, the problem has now returned (after days).

The camera is only 4 years old. I created a case with Arlo 2 weeks ago. But unfortunately there is no response. The telephone number on the site is also not answered. Shame.

How can I get in touch with Arlo? Because it is otherwise a good system.

[StephenB]

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@Martijnd wrote:

How can I get in touch with Arlo? Because it is otherwise a good system.

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You get phone support via the app (look in the support center).

It does sound like a stuck IR filter.  Try tapping the camera again. 

You might also try putting a strong magnet under the lens, that can sometimes help unlatch it.

[Carpemanana]

Same issue with mine.

[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.

[Martijnd]

I contacted support ( of course...). I had a long back and fort discussion, but in the end; " since your camera is 4 years old, there is nothing we can do for you". They wouldn't give a discount on buying a new camera. Arlo service should be ashamed of themselves...

Having that heard, I carefully dismantled the camera (see for useful tips ifixit.com). Be careful; this is VERY precise work, you will need a steady hand and fine precision tools.

So whats the issue; there are 2 lenses inside the cam. They can interchange/slide, depending on light condition ( that's the little click that you can hear from the outside). 1 of the lenses (the pink one) had come loose from the sliderframe it was supposed to be on. I managed to put it back, with the smallest drop of glue ( watch out for glue stains!!!!). I did not use CA glue, since that makes stains easily. 

After drying and putting everything back into place, the camera worked fine again! It took me 1 hour

(and 4 hours and a lot of helpdeskfrustrations....)

of note, Arlo: think again: this is not nice at all. Make sure the lenses are better fixed, or expand guarantee, since this should not happend within 4 years.

[StephenB]

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@Martijnd wrote:

there are 2 lenses inside the cam. They can interchange/slide, depending on light condition ( that's the little click that you can hear from the outside). 1 of the lenses (the pink one) had come loose from the sliderframe it was supposed to be on. 

 Just wondering if Nightvision still works, or whether the IR filter is now locked in place?

[Martijnd]

It works like it is new. So both modes work. So it is a proper repair.

[StephenB]

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@Martijnd wrote:

It works like it is new. So both modes work. So it is a proper repair.

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Great!