Arlo Video Doorbell Wire-free not working

[amars34]

Hello!

I am having issues with my Arlo Video Doorbell (wire-free). As of yesterday, it does not detect motion or record video. I have the Arlo subscription. I changed the battery about 5 days ago and by today the battery was drained. I changed the battery this morning and now it’s at 60% and it hasn’t recorded a single thing. I tried a couple of troubleshooting things, but it still does not work. The battery is draining and it’s not even in use if it’s not detecting motion or recording. 

[StephenB]

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@amars34 wrote:

I tried a couple of troubleshooting things, but it still does not work. 

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What have you tried?

Have you checked that the camera is armed (look at the mode)?

Have you tried the motion detection test?

• https://kb.arlo.com/41/How-do-I-change-the-motion-sensitivity-on-my-Arlo-camera

[amars34]

Hi Stephen,

Yes, I had checked that it was armed, the whole system was armed. It was working just fine, when all of a sudden it wasn’t. 

I removed the battery (and changed it), nothing. The live feed seem to work, but not the motion detection neither the ability to set the activity zones, the feed did not update. 

I tried resetting the device and removed it, but now I can’t add it as the device cannot be detected during installation. 

[StephenB]

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@amars34 wrote:

I tried resetting the device and removed it, but now I can’t add it as the device cannot be detected during installation. 

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Are you getting to the point where you can scan the QR code?  Or not that far?

[amars34]

I had to try multiple times to get pass the QR code and when I did the system couldn’t find the device. After several more tries, the doorbell was reconnected. However, the issue was still present (not detecting motion nor recording). I’ve contacted Arlo customer service. 

[amars34]

Follow up to my original message. 
It has been one week since my Arlo Video doorbell stopped working. 

The last update I received from customer service reads as follows: 

“I checked with my resources and I see that Your Arlo system requires the following:

• A high-speed Internet connection to sustain the following average bandwidth use per camera:
  • Essential Video Doorbells: 2 Mbps upload per camera

So I kindly request you to increase your internet speed and check if the issue persists. If you are still facing the issue, kindly reach us so we will look for alternate solutions. We look forward to hearing from you.” 

The device worked just fine since I purchased it months ago up until a week ago. The internet has been the same and not a problem before. Don’t have many devices connected to it. Plus I have the same device and internet in another home and it works. The other Arlo cameras I have are currently working too. 

Has anyone else had a similar issue? Please advise. 

[StephenB]

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@amars34 wrote:

The last update I received from customer service reads as follows: 

“I checked with my resources and I see that Your Arlo system requires the following:

• A high-speed Internet connection to sustain the following average bandwidth use per camera:
  • Essential Video Doorbells: 2 Mbps upload per camera

So I kindly request you to increase your internet speed and check if the issue persists. If you are still facing the issue, kindly reach us so we will look for alternate solutions. We look forward to hearing from you.” 

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Can you livestream the doorbell camera from the app (and/or a PC using my.arlo.com)?

Have you checked that your doorbell is in a subscription plan?

Also, try running speedtest.net on a PC (or use the free Okta app on a phone), and measure your internet upload speed.  If it is below 2 Mbps, then the internet speed could be part of the problem (even if it seemed to work ok before).

[amars34]

Yes, I can live stream from the app and via a desktop. It will record manually only. 

I do have the doorbell in the subscription plan I have. 

As for the internet speed, I am getting 8Mbps +  in upload speed. 

[StephenB]

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@amars34 wrote:

Yes, I can live stream from the app and via a desktop. It will record manually only. 

I do have the doorbell in the subscription plan I have. 

As for the internet speed, I am getting 8Mbps +  in upload speed. 

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Have you tried the motion detection test again?  (it seems to me that some things have changed since you ran it the first time).  

[amars34]

Yes, I have tried the motion detection test and it still does not work. With the setting being at 80 or 100 it still doesn’t work. 

[StephenB]

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@amars34 wrote:

Yes, I have tried the motion detection test and it still does not work. With the setting being at 80 or 100 it still doesn’t work. 

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Since you can manually record with no issues, the internet connection is not the problem.  

It sounds like the camera hardware.

Did you do a full reset earlier?  Or just remove/readd the camera?

• https://kb.arlo.com/000062346/How-do-I-reset-my-Arlo-Essential-Video-Doorbell

If you did the full reset, then if the doorbell is under warranty, I would push on support to provide an RMA.