My backyard camera will come on but wil not connect or record videos

[Drj37]

My backyard camera will come on but wil not connect or record videos I have tried to get help only to be told we need proof of purchase Arlo isn’t for the customers especially when you pay a premium price each month if that’s how it’s going to be I would never recommend another person.

[ShayneS]

May I ask which troubleshooting steps you have performed so far? I don't want to suggest anything you have previously performed.

[Drj37]

I have tried everything from resetting the camera and still doesn’t connect to the app I’ve tried everything 

[ShayneS]

Did you remove it from your base station? 

[Drj37]

Yes and added it back and same thing will not connect the camera light will come on but it will not record clips or connect to the app 

[ShayneS]

When you say connect, do you mean the camera will not live stream? Did you add the camera via the web portal? Which version of the Arlo app are you using?

[Drj37]

Yes I’ve done every step I could think of it will not connect and show live video it just says connecting and my app is the most up to date one so it’s not on my end 

[ShayneS]

Is it stuck connecting via wifi, mobile data and pc? 

[Drj37]

It does it on all will not connect via app via Wi-Fi or mobile I’ve tried all the steps I’m about to just cancel everything and go buy different brand of cameras 

[ShayneS]

Because it's out of warranty by a few years, I can't provide an RMA. I can have a member from my L3 team reach out to you to further investigate the issue if you like? 

[Drj37]

Yea that will work 

[ShayneS]

I'll provide this info to him. Can you PM me with the best phone number and time zone to reach out to you? 

Thanks 

[ShayneS]

Thanks,

I provided the information to the L3 team. I'll update you if he needs any additional info.

Thank you