Arlo Smart Home - Add Additional Camera to Existing 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. Internet 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.

Is the Internet light green on the base station?

7. Error Message

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 the app or web service giving an error message?

8. Use Support Site

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.

Search the error code on the Arlo Support Site and attempt any documented troubleshooting steps.

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

9. 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.

10. Check other device

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 guest has another phone or tablet have them try that or try from a computer at arlo.netgear.com.

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

11. Reinstall the App

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:

1. Uninstall the App
2. Restart their phone or table
3. Reinstall the App

12. 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

13. 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

14. 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.

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.