RECALL FAQ
ARVA App and Safety Check
I can’t find the safety check in the ARVA smartphone app
You need to update the ARVA app first. Go to your smartphone settings, under Applications, or directly to your usual platform (Android or App Store).
The safety check does not seem to work, what should I do?
Make sure your phone is connected to the Internet, then run the safety check again if it was not.
If it still does not work, contact customer service.
Is the safety check part of the 2025 voluntary recall?
The issue is related to the repair carried out as part of the 2025 voluntary recall. It is therefore essential to perform the safety check, whether or not you returned your device during the 2025 recall.
Identified Issue
What is the issue identified on the NEO BT PRO?
This malfunction results in abnormal battery consumption, which may cause the avalanche transceiver to restart in a loop. In this case, transmit and search modes become inactive.
This issue is caused by a defective electronic component on the board. After several months of use, this defect may appear, although it was not detected during our quality checks on 100% of the devices.
Following the voluntary recall in January 2025, ARVA continued its checks on the affected devices as well as on the compliance work carried out at that time. During winter 2026, a few cases were identified showing an anomaly likely to affect the device’s performance.
As soon as this anomaly was detected, in-depth analyses were launched to identify the root cause. These analyses included an ageing phase in an oven to simulate temperature and humidity cycles.
These checks showed that some NEO BT PRO devices that had been manually repaired may have been weakened during the intervention.
Why wasn’t this issue detected earlier?
The malfunction only appears after several months, or even several seasons of use. In addition, the number of affected devices is extremely low, which made statistical detection more difficult.
Affected Devices
How do I know if my NEO BT PRO is affected?
As a precautionary measure, all NEO BT PRO devices placed on the market since launch will be checked. This concerns serial numbers NBP00052-1027 to NBP00287-1127 and NB00300-1127 to NB11675-0329.
Warning: NEO BT PRO devices purchased from April 15, 2026 are not affected by the safety check.
Product Return and Replacement
What do I need to do to return my product?
Fill in the online return form. The form depends on your geographic region and will provide you with all the information needed for the return.
Where should I send my avalanche transceiver for inspection or replacement?
The exact address will be provided to you when the online return label is created.
Should I return the batteries with my avalanche transceiver?
No, keep your batteries. For industrial process reasons, we will not be able to return them to you if you forget them inside the device.
Should I return the holster with my avalanche transceiver?
We will replace your avalanche transceiver immediately with a new NEO BT PRO. The device will be supplied without accessories, so it is important to keep your holster and leash.
What will happen to my avalanche transceiver?
We will replace your avalanche transceiver immediately with a new NEO BT PRO. The device will be supplied without accessories, so it is important to keep your holster and leash.
