topic Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2 in Arlo Audio Doorbell

Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Mon, 06 Jan 2020 17:24:10 GMT

I just connected my arlo doorbell to my arlo base station, when I receive a call from doorbell the video that I sow on paired camera pro2 have grey snow on bottom half of video image, the I reconnect doorbell to other camera pro type but I still get bad video quality (grey snow) from camera if the call receive from doorbell
Please advise how can I fix issue described above?

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

JessicaP — Mon, 06 Jan 2020 17:25:34 GMT

Hey iRoman,

When live streaming on your Arlo Pro and Arlo Pro 2 camera, is the video quality clear? What's the signal strength show for your camera?

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Mon, 06 Jan 2020 19:35:10 GMT

When live streaming on your Arlo Pro and Arlo Pro 2 camera, is the video quality clear? Yes

What's the signal strength shown for your camera? Very good signal strength full three lines

Please see picture of the problem attached (see picture attached)

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

JessicaP — Tue, 07 Jan 2020 16:12:43 GMT

I would suggest to contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Tue, 07 Jan 2020 20:35:17 GMT

I twice sent email to Support Team

The last time I got an updated Case number, it's: 41382555

There is no reply from them.

Realy I fell very embarrassed with trying to solve arlo's bad working operation, no one at arlo Support Team won't to even reply to the email

I paid 430usd for NETGEAR Arlo Pro 2 VMS4230P-100E and 69usd for doorbell I already spend 5 days trying to set up this system to start work.

Please don't send me to try contact Support Team again there no reply from theirs site.

It will be very admitted if you can ask them or maybe even to direct me what shoud I do in order to solve bad H264 video quality decompression.

I also tried to use three different phones type (iPhone, Huawei P30 pro and sumsung S10+) I get the same bad video from the doorbell call.

May it be a problem in doorbell firmware ?

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

JessicaP — Wed, 08 Jan 2020 16:56:36 GMT

I've checked your case through the system and someone on the support team will respond to your case once they finish reviewing. We appreciate your patience and understanding.

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Wed, 08 Jan 2020 23:09:55 GMT

Thank you very much for help. I will wait for reply, any solution that can solve this problem are welcome

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Thu, 09 Jan 2020 15:14:27 GMT

I'm very sorry, but no one frrom support team don't contacted me.
Can you kindly ask them how to fix issue with bad quality from doorbell ?

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

JessicaP — Thu, 09 Jan 2020 19:59:50 GMT

From looking at your case, it looks like the support team responded to your case via email to gather more information from you. Make sure to check your junk/spam mail to be sure you received an email.

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Fri, 10 Jan 2020 20:16:06 GMT

Dear Jesica,

Thanks a lot for the update, The Support team sends me 14 questions a few hours before you update me.

Unfortunately, when I try to respond to email the support email is listed as do_not_reply@arlo.com 😊 It looks funny way to ask questions from users, then I decide to go in my case on web and to fill all the answers in the "Update Case" when I press submit I got a message that page unavailable ☹ (see picture attached)

So, I apologize, but without any common ways to respond to email I will put my answers for Support team there. Can you kindly forward my answers to the Support team

- When did the problem start?

The problem always was only from doorbel call bad quality video, It's was from the first time I connected (paired) doorbell to new Base Station

- Has it been like that ever since the purchase and connected to the Arlo Pro 2 camera? Yes

- What mobile device are you using with your arlo system?

Huawei P30pro, Samsung S10+, in both we receive bad video quality at doorbell call. It looks like H264/H265 decompression works wrong, You can see on the picture attached that when we start moving in front of camera we can see some smeared characters appears

- Have you tried on any other mobile device? Problem the same? Yes, the problem is the same

- Is this image shown on every single phone call? Yes, on every single phone I still receive bad video quality at doorbell call.

- If you connect the doorbell to any other of your camera, is the problem the same there? (to understand if the problem follows each camera)

Yes, I also connect (paired) doorbell to another camera Arlo pro, the same bad video quality at doorbell call.

- Is the doorbell currently connected to 5JX1867BB12AB?

Yes.

- Is the Arlo pro 2 camera working normally without doorbell? Yes.

Troubleshooting:
- Did you try power cycle the doorbell? yes, many times ☹
- Power cycle the camera? Yes, I even use a different camera
- Disconnect the camera from doorbell? Yes, , I even connect it to different camera
- Re-connect the camera with a doorbell? Yes
- What is your upload speed? My upload speed tested is: 2.4Mbps/download 100Mbps
- How far away from the basstation is your Arlo Pro 2? A 5 meters (200 inches), the signal is very good, shows full 3 lines

Thanks a lot for help

Best regards,

Roman I

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Fri, 10 Jan 2020 20:09:35 GMT

Dear Jesica,

Thanks a lot for the update, The Support team sends me 14 questions a few hours before you update me.

Unfortunately, when I try to respond to email the support email is listed as "do_not_reply@arlo.com" 🙂 , and then I fill all the answers in the "Update Case" from the web, when I press submit I got a message that page unavailable 😞 (see picture attached)

So, I apologize, but without any common ways to respond to email I will put my answers for Support team there. Can you kindly forward my answers to the Support team

- When did the problem start?

The problem always was only from doorbel call bad quality video, It's was from the first time I connected (paired) doorbell to new Base Station

- Has it been like that ever since the purchase and connected to the Arlo Pro 2 camera? Yes

- What mobile device are you using with your arlo system?

- Have you tried on any other mobile device? Problem the same? Yes, the problem is the same

- Is this image shown on every single phone call? Yes, on every single phone I still receive bad video quality at doorbell call.

- If you connect the doorbell to any other of your camera, is the problem the same there? (to understand if the problem follows each camera)

Yes, I also connect (paired) doorbell to another camera Arlo pro, the same bad video quality at doorbell call.

- Is the doorbell currently connected to 5JX1867BB12AB?

Yes.

- Is the Arlo pro 2 camera working normally without doorbell? Yes.

Thanks a lot for help

Best regards,

Roman I

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

JessicaP — Fri, 10 Jan 2020 22:59:25 GMT

I've forwarded your information to the support team and attached it to your case so they should respond to you once they review your answers.

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Wed, 15 Jan 2020 14:13:00 GMT

Jessica hi,

Please ask arlo tech support team,

How deep doorbell involved in video streaming when doorbell video call performed?

(Dose doorbell only send an audio streaming to base station or it (doorbell) also combing camera video with doorbell audio ? )

I need it in order to figure out if the problem in new doorbell or maybe in base station when it working with doorbell.

Best regards,

Roman I

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

iRoman — Wed, 22 Jan 2020 14:11:19 GMT

Nina hi,

Unfortunately I still have a same problem with video coming during doorbell call.

I provide to Arlo all relevant information and answered to all quotations, but not revive any idea for solution. I'm feeling at a loss and I don't now what should I do in order to make it work

Best regards,

Roman I

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

JessicaP — Wed, 22 Jan 2020 16:08:43 GMT

Hey iRoman,

I've sent you a private message to gather more info from you. Hope to hear from you soon.

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

GaskinBBB — Mon, 27 Jan 2020 10:20:35 GMT

The video quality these cameras produce is second to none.

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

JessicaP — Mon, 27 Jan 2020 16:07:28 GMT

Hi GaskinBBB,

Are you also experiencing the problem where your Arlo camera video quality is not good when paired with your Arlo Audio Doorbell? When you try to view live stream on your camera, is the video quality clear? You could also read this article to learn how to improve the quality: How do I get better picture quality from my Arlo camera?

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

NotLuke — Thu, 05 Mar 2020 09:16:04 GMT

I have the exact same issue. All cameras work great except when door bell is rung. I have the same grey block or lines running down the view. Have tried resetting, relinking and everything else humanly possible across multiple phones.

Please help.

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

JessicaP — Thu, 05 Mar 2020 15:32:56 GMT

Hey NotLuke,

I would suggest to contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

Re: Bad video quality when using doorbell paired with Arlo Pro and Pro 2

Bluesman2 — Mon, 04 May 2020 14:37:40 GMT

I am also having the same issue. I have spent about an hour on the phone with two different support people. Have reinstalled several times and it does not help. I have the Arlo cameras and they all work great. I am disappointed with the doorbell and it will probably be returned.