Arlo|Smart Home Security|Wireless HD Security Cameras

Ultra Camera - No motion detection, no recording, battery indicator stuck on 100%

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delay1968 Aspirant
Aspirant

I have a 2 camera Ultra system. 1 camera has been trouble free, while the other has already been replaced once (after a ridiculous month long battle with support which wasted way too much of my life). That replacement camera worked ok for a couple months, though the battery life was clearly worse than it should have been (not because of distance to hub or how much recording). I was willing to overlook the battery issue because it was at least working otherwise. Now, that replacement camera, as of January 24, does not sense motion and therefore does not record at all. The battery indicator also shows 100% all the time regardless of actual battery life. Firmware is up to date on all devices. I have tried every possible troubleshooting method (removing camera, resyncing camera, rebooting hub, etc.).

Hoping that someone from Arlo (JamesC?) sees this and can help get yet another replacement. I do not have the time or patience for more hour plus long phone calls with Arlo support with someone who barely speaks english, reading  form a script, telling me to do everything I already did.

Model: VMC5040 | Arlo Ultra Wire-Free Camera
Arloultra Guide
Guide
It’s a crapshoot! I quit wasting my time posting problems till they hire programmers who's capable of resolving all the constant issues.
JamesC Community Manager
Community Manager

delay1968,

 

I see you have an open support case already on this issue. I will review your support ticket and escalate as necessary.

 

JamesC

delay1968 Aspirant
Aspirant

Yes, It has been 6 days since I heard from them. They asked me a couple questions which I promptly answered and have not heard back.

delay1968 Aspirant
Aspirant

JamesC,

Shortly after your last comment, they responded with the following..

"Thank you for responding and my apologies for the delayed response. I understand that you have tried the motion detection test multiple times. However, if the camera did not flash any amber light. I would need to know how did you move in-front of the camera. Did you move in-front of the camera by going towards or away from the camera's view or were you going from the left side of the cameras view to the right side of the cameras view? Depending on how you moved in-front of the camera will help me provide you a resolution to your issue with the replacement camera."

Despite this being an insultingly stupid question, I immediately responded something to the effect of I moved in every possible way several times and it doesn't work.

A week later and I still have no response.

Guru StephenB Guru
Guru

@delay1968 wrote:

 

Despite this being an insultingly stupid question,


Why did you find it insulting?  Many users don't know that the PIR sensors are arranged to detect motion across the field of view.

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