Camera Times Out When Trying To Update Firmware

[Jlyn]

Please someone help me as to update my firmware on my cameras. One worked fine and now 4 need to be updated and one keeps saying request timed out

[Xctguy]

I got that update on April 10 and the next day one of my camera is now off line.  I checked the firmware and both, they both have the same version 1.3.314 firmware. So why is it that now one of my 2 cameras not working, and now have  "DEVICE IS OFFLINE"  message??

[jguerdat]

Are the batteries dead? Have you opened and closed the battery door? Have you rebooted the base? What have you tried?

[dsealer]

I'm having the exact same problem with one of my cameras.  After the update one of my 3 cameras is off line.  I have replaces the batteries, opened and closed the battery door, tried to sync the camera. Removed the camera and Added it again, but nothing works.  The camera does flash a blue light but doesnt connect.  I am at my wits end wits end with these cameras.

Does anyone from the manufacture monitor this site?

[jguerdat]

The re are moderators here but hardware/warranty issues have to be handled by opening a case with support:

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

[Jlyn]

I have done all of this and they wont update one is stuck on updating and the other says timed out and the other 3 say need to update firmware. I really need this system to work for safety reasons

[jguerdat]

What exactly have you done? Have you rebooted the base and opened and closed battery doors? Have you tried removing the camera in Settings, My Devices and resyncing? We need details.

[dsealer]

Ihave done all of these things.  But now I'm down to 2 cameras after Removing the one that was offline.  I've tried to Add a New Device but it doesn't see the camera.  The blue light blinks but the camera is not found.

[jguerdat]

I would open a case with support:

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

[dsealer]

I tried to do that but the link just takes you back to support.  I can't find a link that actually let's me describe the problem.  Your link takes me to a page that says " Ask the community or get support but when I click on it I go ba k to start.  Seems to be a circle chase.

[jguerdat]

Just tried it myself and see the chat and phone selections available. Did you look through the whole page or just stop at the top?

[dsealer]

Ues i looked at the while page. Never saw a website that you opened a suppprt ticket with a chat.

[dsealer]

So I have tried this morning to "chat" online with Arlo Support.  I use the term " Support" loosely because i cant get through to Support.  Arlo is the worst manufacture I have ever dealt with trying to get help.  I will never recommend this product to anyone.  I'm sorry I chose to purchase this product.  My cameras continually go " off line" and since the latest update I have one camera that cannot be seen by the base and I can no longer get to work.  I will eventually move away from this 2nd rate product and manufacture.  I have someone from this community who tells me to open a support issue but the site won't connect to an agent.

Arlo and it's manufacture appear to not want to address problems.

[ShayneS]

Hi @dsealer

Due to the amount of issues described I have opened a case for you. I will contact you via private message with further information.

[Xctguy]

I finally got mine working.  I had to disconnect everything and switched up the 2 cameras from their locations and unplugged everything and bascially started from scratch as if it was a new system.   Pretty ridiculus since the system seems very sensative to any little change and then just keeps them OFFLINE, which means to me there's a problem I have to resolve.  

[dsealer]

How do I get to my support ticket?  I got an email to complete some form or something but I can't find the page.

[jguerdat]

Make sure you use the full address emailed to you. You may need to copy and paste the URL, which may have been shortened for display purposes.

[ShayneS]

Hi @dsealer

You can also contact Customer Support anytime with your case number. I have provided it for you here: 40818399

[dsealer]

How do i do that? When i go to Support i open a "Support Center" page.  No place on that page to enter a "Case Number".  Then it says "Looking for another option?"  Ask The Community  Contact Support.   If i choose "Contact Support it takes me right back where i started.  Why must this be so difficult?  Just another reason for me to dump Arlo.

[ShayneS]

@dseaHere is the number to Customer Support

1 (408) 638 3750

[dsealer]

Ok with all the problems of cameras going offline I waited to pursue the issue any further.  Instead I looked to my router and internet speed.  So I upgraded today.   Verizon was here and installed a new router with their 1 gig speed.  So now I go to hook up my cameras but Arlo can't find my base.  My tablet with the Arlo app is about 5' from the Arlo base.  The Arlo base is about 3' from the new router.  So all the parts, router, base and application (tablet) are all within spitting distance yet Arlo can't find my base.  So I guess I won't  be able to see if my cameras will stay online.  Arlo is more problems than it is worth.   I regret sinking $450 into a system that fails, doesn't have tech support and in general seems to be more hype than substance.

[ShayneS]

@dsealer

Is this a modem/router 2in1 or did you get a (router) only?

[dsealer]

I don't know the answer to that question.  I have a base and 3 cameras.   

I am thoroughly disappointed  in Arlo and my decision to buy the system.  On Friday I got a new router from Verizon.  I then called Arlo support and got all my cameras back online.  Within 24 hours one of the camers went offline.  Today I put it back online.  We'll see how long it lasts.

I must commend you for your diligence.  I'm not sure what you get from this but I hope Arlo compensates you well.

Thanks for trying to put a good spin on this crappy system.

Don.....

[ShayneS]

@dsealer

Regarding the camera that went offline, where is it located (how far from the base)? Is this one camera or multiple? is the base station & cameras up to date on the latest firmware version?