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.