Your Arlo Camera Has Been Stolen – What to Do Next
If your Arlo camera has been stolen, you're not alone. This guide outlines steps to recover cloud footage, report the theft, and prevent future incidents. We'll focus on Arlo-specific tools like the Arlo Secure app's 'Device Health' menu, model-specific reset procedures, and cloud storage features unique to Arlo.
Quick Fixes to Try Immediately
These actions can be completed in under 30 seconds and address common issues:
- Check the camera's last known location: Open the Arlo Secure app → select the camera → tap the Serial Number option. This provides the device's last location, crucial for police reports.
- Verify cloud storage access: Navigate to Device Health → Cloud Storage. Ensure your subscription is active (e.g. Arlo's £7.99/month plan). Cloud footage is retained for up to 30 days, depending on your plan.
- Inspect the camera's LED status: For Arlo Pro 6 models, a solid blue LED indicates the camera is connected. If blinking amber, check the SmartHub (VMB5000/VMB4540) connection.
- Confirm app login details: Ensure you're logged into the correct Arlo account. If unsure, use the Forgot Password option in the app login screen.
- Enable 2.4GHz Wi-Fi: For Arlo Essential 2K models, go to Wi-Fi Settings → ensure the network is set to 2.4GHz (not 5GHz).
Step-by-Step Troubleshooting
1. Retrieve Cloud Footage Using Arlo Secure App
After confirming the camera is stolen, access cloud footage via the Arlo Secure app:
- Open the app → select the camera → tap the Cloud Storage tab.
- Use the Playback feature to review footage from the last 30 days (subscription-dependent).
- Export footage to a USB drive or email it to your insurance provider. Arlo's cloud storage is accessible via the Arlo Secure app, not third-party platforms.
2. Use the Wi-Fi Troubleshooting Tool
Arlo's built-in diagnostics can identify connectivity issues that may have allowed the thief to disable the camera:
- Navigate to Device Health → Wi-Fi Troubleshooting Tool.
- The app will scan for interference from household appliances (e.g. microwaves, cordless phones) and suggest solutions like moving the camera away from metal surfaces or adjusting the router's channel.
- For Arlo Pro 6 models connected via SmartHub (VMB5000/VMB4540), ensure the hub is within 30m of the router and not obstructed by concrete walls.
3. Reset the Camera Using Model-Specific Procedures
If the camera was stolen but recovered, reset it to factory settings:
- Arlo Essential 2K: Press and hold the Pairing button on the top of the camera for 15-30 seconds. The LED will turn solid blue for 2 seconds then blink amber three times.
- Arlo Pro 6: Press and hold the Sync button on the camera for 10 seconds until the LED blinks blue. Release and wait for the camera to reconnect to Wi-Fi.
- After resetting, re-pair the camera via the Arlo Secure app by selecting Add Device → Camera → choose the model.
4. Report the Theft to Police with the Serial Number
Use the Arlo Secure app to obtain the camera's serial number:
- Open the app → select the camera → tap the Serial Number option. This number is required for police reports and insurance claims.
- Provide the serial number to your local police force and insurance provider. Arlo's UK support team can also assist with generating a theft report via the Arlo Support website.
5. Check for Firmware Updates in the Arlo Secure App
Outdated firmware may have vulnerabilities that allowed the thief to disable the camera:
- Open the Arlo Secure app → navigate to Device Health → Firmware Update.
- If an update is available, follow the on-screen instructions. Ensure your router is connected to the 2.4GHz Wi-Fi band during the update process, as the Arlo Essential 2K only supports this band.
Advanced Troubleshooting for Persistent Issues
1. Analyze Diagnostic Logs via Arlo Secure App
If the camera is not responding after basic steps, use the Arlo Secure app's diagnostic logs:
- Open the app → select the camera → tap Device Health → Diagnostic Logs.
- These logs can identify if the camera was disconnected via a remote command or if there was a firmware failure. Share these logs with Arlo's support team via the Arlo Support website.
2. Contact Arlo Support for Hardware Fault Diagnosis
If the camera is physically damaged or unresponsive, contact Arlo's UK support team:
- Visit the Arlo Support website → select Contact Us → choose the Hardware Fault option.
- Provide the serial number, model, and details of the incident. Arlo's engineers can guide you on whether the camera is eligible for warranty replacement under the Consumer Rights Act 2015 (6-year limitation period for faulty goods).
Understanding the Root Causes
Theft of Arlo cameras often occurs due to poor installation or lack of anti-theft measures. UK-specific challenges include urban thefts targeting outdoor models (e.g. Arlo Pro 6) and rural thefts involving solar-powered cameras (Arlo Essential 2K). Arlo's 2.4GHz Wi-Fi connectivity may be vulnerable to signal jamming, though this is rare. Device limitations include battery degradation (Arlo Essential 2K has a 3-5 year lifespan) and firmware updates that may require a stable 2.4GHz connection.
Prevention and Long-Term Care
To avoid future thefts, follow these steps:
- Use Arlo's anti-theft mounting kits (available via the Arlo website) for outdoor models. For Arlo Pro 6, install the camera at least 2.5m above ground level.
- Enable the Auto-Track feature in the Arlo Secure app to detect movement and send alerts.
- Ensure your Wi-Fi signal strength is above -65dBm in the Device Health → Signal Strength menu. Weak signals may prevent real-time alerts.
- Full disclosure: we built scOS to address exactly this frustration — cameras that depend on Wi-Fi to function. scOS uses permanently powered cameras connected via ethernet.
Replacement Decisions and Device Lifespan
Arlo cameras typically last 3-8 years, depending on the model:
- Battery-powered models (e.g. Arlo Essential 2K): 3-5 years with battery degradation after 300-500 cycles.
- Wired models (e.g. Arlo Pro 6): 5-8 years with sensor degradation as a factor.
- Under the Consumer Rights Act 2015, UK consumers have up to 6 years to claim faulty goods (5 years in Scotland). If your camera is beyond its lifespan, consider professional installation (£150-£300 per camera) or budget alternatives (£30-£80 for basic models).
Conclusion
Dealing with a stolen Arlo camera is stressful, but Arlo's tools like the Secure app's 'Device Health' menu, model-specific reset procedures, and cloud storage can help. By following these steps, you can recover footage, report the theft, and prevent future incidents. For further assistance, visit the Arlo Support website.