Have put two new sets of batteries in but device STILL won't update

[RoseR]

I have reset the base station, I have tried with TWO new sets of batteries, I have deleted the device and tried connecting it as a new device BUT STILL it won't update the batteries and is not useable

The arlo support is not easy to connect to! Please help!!!

[jguerdat]

First off, did you reset using the reset button? Too many folks call power cycling the base a "reset", which it isn't. If you actually reset the base, you also need to remove all devices from Settings, My Devices and then start fresh by using the Add Device button on the Devices tab.

Next, what needs firmware updates, the base and/or the cameras? Are you getting a message to update firmware? Did you leave the system on overnight for the automatic updates to occur?

Did you contact support? If not, use the Contact Support link at the bottom here.

[RoseR]

Thanks for trying to help BUT

Yes I did a reset not just powered down still no joy

I have now tried deleting all devices including base station - no joy

Have re powered up and tried to connect said camera (with new batteries) and yet again it says it has no/low batteries (flashing amber)

There is no suggestion that firmware needs updating...

[jguerdat]

What are the LEDs on the base showing? Should be at least 2 green ones, power and Internet.

[RoseR]

Yes two green LEDs power and Internet are lit

[jguerdat]

As suggested above, use the Contact Support link at the bottom here. That may be your only option.

[RoseR · Accepted solution]

hey thanks for all the advice - got sorted via support cheers