Both wire free door bells dead

[Pesesto]

I have two wire free door bells that has stopped working. I’ve tried to add them again and again but this don’t work. New firmware download but still nothing. 

[jguerdat]

It would seem that the batteries are charged but would you verify that? 

In order to add them again you first must delete them from your account - you can't add a device that already exists in the account. A reset may also help so try this procedure:

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

[Pesesto]

I've had them for +2y so 🙂 so yes I know most of the procedures.

Thank you anyway,

PS

[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 behavior you are seeing.

[Pesesto]

Hi,

I don’t have a “top left symbol” and the support site just keeps looping. Also they have a few 404’s on their support. Had the same issue a few years back with a door bell that never recovered…..their support is not great I’d say.  
I have even bought a base station to try and add but still no. The light flashes white for a while then into red and then nothing. Sometimes manages to add it to my account but then it still does not go online. Done several factory resets and managed to update the firmware but still no success. 

[StephenB]

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@Pesesto wrote:

I don’t have a “top left symbol” 

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Do you see "Library" in your app menu?  Or do you instead see "Feed" and "Dashboard"?

[Pesesto]

Library in the bottom, second from the left 

[StephenB]

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@Pesesto wrote:

Library in the bottom, second from the left 

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Ok, then instead of pressing the profile icon, you tap settings->support in the app

• https://kb.arlo.com/000062461/What-is-the-Support-Center-in-the-Arlo-App

Is this what you tried to do above?

Also, can you provide more details on what you mean by "not working"?  Do they

1. not work at all?
2. chime rings, but the camera doesn't work
3. something else?

[Pesesto]

Doesn’t work either. 

the door bell powers up but apparently cannot maintain contact with any kind of network. 

[StephenB]

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@Pesesto wrote:

the door bell powers up but apparently cannot maintain contact with any kind of network. 

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So you cannot install them?

Or you can install them, but they quickly go offline???

[Pesesto]

I manage to install but then it goes offline 

[StephenB]

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@Pesesto wrote:

I manage to install but then it goes offline 

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This is with two different doorbells (at different locations)???

Are you connecting the doorbell to your home wifi?  Or do you have an Arlo Base?

[Pesesto]

One 😀

[StephenB]

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@Pesesto wrote:

One 😀

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Your first post said two, so I'm glad I asked.

Is the doorbell fully charged when you install it?  How long does it take to go off-line?

If you are connecting to your home wifi, then I suggest these tests:

1. Measure the WiFi speed at the doorbell using your phone.  Use the free Ookla (speedtest) app, and turn off mobile data during the test.  Look at the upload speed, and also packet loss.
2. Check your router's attached device list right after the install (looking for the doorbell).  Note it's IP address.  When it goes offline in the app, look at the attached device list again, and see if the doorbell is still there.

[Pesesto]

Hi,

The WiFi speed is +400 mb/sec

It’s not visible as MAC address. I have also connected it via a Arlo Hub that I bought but still no success. 

[Pesesto]

It has been online but no more….

[StephenB]

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@Pesesto wrote:

The WiFi speed is +400 mb/sec

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This is measured at the doorbell location?

What model doorbell is this?

• AVD1001
• AVD2001
• AVD3001
• AVD4001

Are you still covered by the trial subscription (or have a paid one)?

[Pesesto]

Correct, never less than 100

I think it’s the 2001

[StephenB]

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@Pesesto wrote:

I think it’s the 2001

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It's important to know for sure.

The AVD2001 is the only one with a removable battery.  Does yours have that?

Is it hardwired, or just running on battery?

Also, when did you purchase this, and when did you first install it?  If there is a subscription active (either paid or trial), then you could access phone support.

[Pesesto]

Removable battery yes. Not wired. It’s been running fine since purchase many years ago. Yes I have subscription. 
thanks 

[StephenB]

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@Pesesto wrote:

It’s been running fine since purchase many years ago. Yes I have subscription. 

So no warranty, but you could still try phone support.