Ultra 2 camera stopped detecting motion

[Johnny445]

I have two ultra 2 cameras and one suddenly quit picking up motion. The motion light doesn't turn on and there are no recordings. I have reset, deleted and synced the camera back multiple times. The motion test doesn't flash either. The camera still appears normal in the app with all the features but I can only manually stream live and record manually. The second camera is working perfectly fine. Any ideas? Thanks!

[DannyBearAgain]

If you put the camera into disable mode and test the motion detection using the utility will it begin detecting motion?

Also try externally powering the camera or removing power if already applied.

[Johnny445]

No luck  - I disarmed the camera and tried the motion test again. I also tried the external magnetic power cord and it didn't work. I also tried the battery in my other camera that is functional and it didn't help. Thanks for reaching out 

[DannyBearAgain]

Oh well, this is what I have to do to test the motion detection utility with my pro2 cameras when they are externally powered.

For my other pro2 on battery only when the motion detector fails I have to remove the battery for 10sec to reset it.

Do you have any activity zones setup on the problem camera, if so try deleting them.

[Johnny445]

No activity zones - only says highlight up to 5...or add new zone

[StephenB]

I think the next step is to remove the camera from your account and try a hardware reset.  Hold down sync on the camera until the LED flashes amber.  Then add the camera back to your account.

[Johnny445]

I have tried this multiple times and it didn't help. I remove camera, hold sync button until those flashes and I add camera back. It syncs back up fine and all firmware is up to date and still no motion detection.

[jguerdat]

And to be clear, you have a subscription for the camera, right? The motion test should still work but cloud recordings would be missing.

[Johnny445]

That is correct, I have two cameras on my subscription. When I perform the motion test nothing lights up on the camera.

[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 issue. 

[Johnny445]

Yes I did that, top right settings, support, picked my camera - product support,  hardware functionality....tap submit

[Johnny445]

Any other suggestions? I have submitted requests through the app. The battery also dies within a day on the non functional camera. I have switched the batteries to my other camera and they work great holding a charge for a couple months. The bad camera was only purchased a little over a year ago 

[BrookeN]

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.

[Johnny445]

Thank you, they did contact me

[Kristinah12]

What was the response from customer service? I’m having the same issue with two of my Uktra cameras.

[Johnny445]

Did you submit a support ticket? They were very helpful both through this chat and a phone call from customer service