SmartHub not turning on

[dve]

Hi everyone,

Last night, my wife and I suddenly heard a few clicking noises, which turned out to be the 2 Ultra cameras we have installed. Seeing as we've had them for a couple of weeks now, and this was the first time the noise popped up, we investigated a little, and quickly found that the SmartHub was turned off. Obviously, none of us had removed the cables, so why would the SmartHub be off if everything is connected propperly... After some searching, I went through Arlo's recommended troubleshooting steps for the device, but nothing seems to have an effect. It just stays turned off, with the LED in the front solidly black. In other words, our system is completely offline now, after a mere 2 weeks of operation.

We bought the system in the US and are using it at home in Belgium. Seeing as the SmartHub needs constant power supply, we use a standard outlet adapter to make the US plug work in Belgium. This has never been a problem with any other kind of device, and so I doubt it has to do with this. 

Apart from this, the system is exclusively used indoors, and both cameras have good reception to the SmartHub. This is the first issue we're experiencing so far, so it's hard to pinpoint an issue. From the little testing I could do, I can only suggest that it's a hardware failure, but definitely need help please.

Thank you for all your time and have a nice weekend

[jguerdat]

If you have another power supply (perhaps a universal type) with the same voltage, current and polarity as the original, you can try using that to see if it's the power supply that has dies. If no access to a second supply, use a voltmeter to check the output of the Arlo supply (no guarantees since you could get a proper voltage reading but the supply may not be able to deliver the needed current).  Otherwise, you will need to work through support in the US since that's where you bought it. Any hardware swaps will have to occur there.

[catemp]

Just by a new hub if you can. Arlo support is incapable of addressing anything from warranty to billing. If the person on the phone can't do it, it's game over. Escalating outside outsourced support is non existent despite what they tell you.

[dve]

Thank you both for your replies - I will see what I can do.

[jguerdat]

To be clear, the only way to get hardware support is to open a case with support:

https://www.arlo.com/en-us/support/contact.aspx