Suspecting an Arlo Hardware Failure? A Diagnostic Guide
Arlo cameras are built to be durable, but like any electronic device, they can sometimes fail. Distinguishing between a simple software glitch, a network issue, and a genuine hardware failure is crucial for finding the right solution. If you're worried your Arlo camera or Base Station is broken, this guide will help you diagnose the symptoms of a hardware fault and understand what steps to take next.
It's important to properly troubleshoot before concluding that the hardware has failed, as many issues can be resolved with simpler fixes.
Common Symptoms of Arlo Hardware Failure
A true hardware failure means a physical component inside the device has broken. Here are the most common signs that this might be the case with your Arlo product:
- The device will not power on: Despite trying a fully charged battery, a different battery, or a different power cable, the camera or Base Station shows no signs of life (no LED lights, no response).
- Inability to charge: The battery will not charge, or the device does not recognise that it's plugged in. You've already tested the charging cable and power adapter with another device to confirm they work.
- Physical damage: There are visible cracks, a broken lens, or signs of water damage inside the battery compartment.
- Persistent, incorrect LED behaviour: The LED light is stuck on a solid colour (like amber or blue) or blinks in a pattern not listed in the user manual, and a factory reset does not fix it.
- Distorted video or audio: The camera's video feed is permanently distorted with lines, strange colours, or static that isn't caused by a poor connection. The audio is just static.
- Failure to factory reset: You follow the procedure for a factory reset, but the device does not respond or reset as expected.
Troubleshooting Steps Before Assuming Hardware Failure
Before contacting support, you must perform these essential troubleshooting steps to rule out other, more common problems.
1. Power Cycle Everything
The first step for any electronic issue is a thorough reboot.
- For Cameras: Remove the battery for at least 60 seconds, then reinsert it. If it's a wired camera, unplug it from the power source for 60 seconds.
- For Base Stations/SmartHubs: Unplug the power adapter and the Ethernet cable. Wait 60 seconds before plugging them back in.
2. Isolate the Power Source
The problem could be with your battery or charging equipment, not the camera itself.
- Try a different battery: If you have another Arlo camera of the same model, swap the batteries. If the problematic camera powers on with the other battery, you just need a replacement battery.
- Use a different charging cable and adapter: USB cables and power adapters can fail. Test the camera with a different cable and adapter that you know are working.
- Charge the battery directly: If you have an Arlo charging station, try charging the battery outside of the camera.
3. Rule Out Network Issues
Many symptoms that seem like hardware failure can actually be caused by a poor network connection.
- Check other devices: Are your other Arlo cameras (if you have them) working correctly? Is your internet down?
- Bring the camera closer to the Base Station: Try to sync or operate the camera when it is just a few feet away from the Base Station or router. If it works there, you have a range or signal issue, not a hardware failure.
4. Attempt a Factory Reset
A factory reset will erase all settings and return the device to its original state. This is a crucial step to rule out a persistent software bug. Note: You will need to re-sync your camera after a reset.
- Find the reset button: The reset button is usually a small, recessed button that you need a paperclip to press. On some cameras, it's the same as the sync button.
- Follow the correct procedure: The procedure varies by model. Typically, you press and hold the reset or sync button for about 15 seconds until the camera's LED flashes amber. Consult the official Arlo support website for the exact instructions for your model.
- If the reset fails: If the device does not respond to the reset procedure as expected, this is a strong indicator of a hardware fault.
What to Do If It Is a Hardware Failure
If you have completed all the troubleshooting steps and are confident the hardware has failed, your next step depends on your warranty status.
- Check Your Warranty: Arlo products typically come with a one-year limited hardware warranty. Check your purchase date to see if you are still covered.
- Contact Arlo Support: If you are within the warranty period, contact Arlo's official customer support. Provide them with your serial number and a detailed list of the troubleshooting steps you have already taken. This will expedite the process.
- Out of Warranty: If your device is out of warranty, Arlo support may still offer advice, but a free replacement will not be possible. In this case, you will likely need to purchase a new device. Do not attempt to open or repair the camera yourself, as this can be dangerous and will void any remaining warranty.