Arlo Q Plus -1080p HD Security Camera Setup Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Setup Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is this an initial setup or helping the guest with a setup that they already started?

3. Setup

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4. IoT Reminder

Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!

Don't forget to mark steps complete as you go through GPs.

5. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

6. Status Check

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Check the LED on the front of the camera and see what it's indicating using the key below:

• Solid amber: The camera is booting.
• Slow blinking amber: The camera is powered on and ready for setup.
• Fast blinking amber: The camera is not connect to a Wi-Fi network yet.
• Solid blue:The camera is powerdd on and connected to Arlo servers.
• Slow blinking blue: The camera is connected to a Wi-Fi network.
• Fast blinking blue: The camera is connected to Arlo servers.
• Solid purple: The camera is connected to a Wi-Fi network but it's not connected to the internet.
• Blinking purple: The camera is too far away from the router.
• Blinking blue/amber: A firmware update is in progress. Do not turn the camera off.
• Off: It's powered off

7. Power Cycle Camera

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If the camera has been stuck booting for a couple of minutes, try unplugging the power cable from it, waiting 30 seconds and plugging it back in.

Don't forget to mark steps complete as you go through GPs.

8. Refer to Arlo

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please refer the guest to Arlo (a branch of Netgear) for further support at 1-408-638-3750.

Don't forget to mark steps complete as you go through GPs.

9. Power Cycle

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please have the guest do the following in this order:

1. Power off their base station
2. Power off their router
3. Power off their modem
4. Wait 30 seconds.
5. Power on their modem
6. Wait until all applicable lights are on and then power on their router
7. Wait until all applicable lights are on and then power on the base station
8. Wait about two minutes and check the Internet light

10. Check Network

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Let's see if the network is functioning properly. Are other devices connected to the same network able to access the internet?

Note: If checking from a phone or tablet that is 3G/4G capable, be sure to check that it's actually connected through the Wi-Fi and not falling back on 4G / LTE

11. Refer to ISP/Router OEM for Network Support

If multiple devices are unable to connect to the internet, there is a network issue.

Please refer the guest to their ISP or Router OEM for assistance.

Don't forget to mark steps complete as you go through GPs.

12. Refer to ISP/Router OEM for Network Support

Blinking blue/amber indicates that the wireless signal is too weak for the camera to function correctly.

Please refer the guest to their ISP or Router OEM for assistance.

Don't forget to mark steps complete as you go through GPs.

13. Wait for update

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please inform the guest that the camera's firmware is updating and to not turn it off during the update. Once the update is complete it should begin working again but if it doesn't to please give us a call back.

Don't forget to mark steps complete as you go through GPs.

14. Check power

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Check the power cable going to the camera and ensure that it is firmly connected, that it is not damaged and that it is connected to a live outlet.

Note: If using PoE (Power over Ethernet) do the same checks on the ethernet cable, just think of the router/gateway as the "power outlet".

15. Collect Info

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In an effort to avoid walking the guest through repeated steps, ask them what they have done so far and where things went wrong.

Don't forget to mark steps complete as you go through GPs.

16. Provide Assistance

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The next step will point you to the correct installation manual for the guest's system. Please jump to the appropriate section of the manual to assist the guest with the part of the installation they called in for. 

Don't forget to mark steps complete as you go through GPs.