Bought new video doorbell will not power on

[rlflick]

I bought a new doorbell cam but it will not power on. Went through all the steps to troubleshoot, getting 20 ACV at the doorbell. When I try to contact support it says I do not have an subscription for support. Why would I need it if I just bought it. How do I contact Arlo?

[rlflick]

After a process of elimination I found out the power kit is bad. If I disconnect it and the wires from the doorbell chime and then connect the wire together that went to the doorbell chime, the doorbell powers on yet that leads to other issues. Door chimes won't work and now app says no doorbells were found when it scans the network for the Arlo device. You know I thought by spending more money on a video doorbell I wouldn't have this much of a headache, but that cheaper Blink video doorbell sure looks like a better option now. Proof that you don't always get what you pay for.

[rlflick]

Is there not any help on this website at all?

[StephenB]

---

@rlflick wrote:

After a process of elimination I found out the power kit is bad.

---

Then your best option is to exchange with the seller.

[JamesC]

rlflick,

If you believe a component in your kit to be defective, I encourage you to reach out to the original place of purchase to make an exchange. To contact official Arlo support, you need an active trial or Arlo Secure subscription plan. You can also utilize chat support if your product is within 90 days of original purchase. If you need further assistance, please let me know.

JamesC

[rlflick]

@JamesC I did just purchase it about a week ago, but the chat function will not let me contact tech support at all. I received it as a gift from my dad in another state when he was visiting, I guess I can try to get him to return it or something.

[rlflick]

@JamesC  What is the issue with the app not finding the device. I clearly see it connected to my 2.4 wifi but the app never sees it?

[JamesC]

If your mobile device is also connected to 2.4Ghz, it should find the doorbell when attempting to onboard. Be sure you're selecting the correct doorbell during onboarding.

You could try factory resetting the doorbell, and then attempt onboarding again to see if you still experience the same behavior: https://kb.arlo.com/000062346/How-do-I-reset-my-Arlo-Essential-Video-Doorbell

JamesC

[rlflick]

@JamesC Yes sir, I did all of that and I clearly see it's connected to my 2.4 wifi as well as my phone, but the app just never finds it. 

Reset doorbell

powered of doorbell

disabled 5ghz wifi

tried just a guest account 

deleted and reinstalled app

tried to install with different devices (iPhone, iPad)

Nothing works app just won't find it even though it shows connected

[JamesC]

rlflick,

Given the troubleshooting steps you've already described taking, this could simply indicate a defective device. Exchanging at the original place of purchase is likely your best course of action.

JamesC