topic Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit in Partner Integrations

Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

Locutus73 — Mon, 23 Sep 2019 20:11:04 GMT

Hi,

I have a VMB4000r3 base station on 1.14.1.1_2913_78b18 firmware, five Pro (H8) cams on 1.092.0.23_32920 firmware and one Pro 2 (H6) cam on 1.125.8.0_19174 firmware.

I succesfully added the basestation and the cams to HomeKit, but, while I can succesfully stream live video and audio with the Pro cams, with the Pro 2 I get only video and no audio. This both on iOS12 and 13.

Thank you in advance.

Regards.

Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

JessicaP — Mon, 23 Sep 2019 20:11:13 GMT

Hi Locutus73,

Is this happening through the Arlo app as well? Or is this only HomeKit? And have you tried on different iOS devices?

Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

Locutus73 — Tue, 24 Sep 2019 02:25:40 GMT

@JessicaP Hi.

With Arlo native iOS app and web app I get perfectly working audio both on live stream and recordings.

I tried HomeKit live video (and got no audio) on a iPhone SE with both iOS 12 and 13, an iPad Air with iOS 12 and a MacBook Air with macOS 10.14 Mojave: no audio with all of them.

The Pro2 camera is nearly at the same distance (actually closer) than a Pro one which gives me audio with HomeKit. I get no audio with the Pro2 even if I put it near the basestation.

Thank you in advance.

Regards.

Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

JessicaP — Tue, 24 Sep 2019 15:07:37 GMT

You may want to try removing the device from the Home App and re-adding it on. But I would highly suggest first to contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

Locutus73 — Tue, 24 Sep 2019 18:01:29 GMT

@JessicaP Oh my, the infamous and useless remove, add, reboot, repeat dance... yes I tried it and it didn’t work.

And I already contacted the support through chat and they told me to, guess what? Follow the instructions to remove, add and reboot they were going to send me through email... I never received any email from support...

Basically I’m on my own apart from remove, add, reboot and hope...

Regards.

Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

JessicaP — Tue, 24 Sep 2019 22:10:16 GMT

Sorry to hear you haven't heard back from the support team. Let me reach out to you via private message to gather more information from you.

Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

Mar73 — Fri, 27 Sep 2019 05:43:51 GMT

I have the same issues with PRO camera , no audio with homekit but ok with Arlo app native.

no way to have it working with audio..

I've already contacted the support without any kind of useful support.

Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

JessicaP — Fri, 27 Sep 2019 17:18:46 GMT

Hi Mar73,

You mentioned that you contacted the support team. Let me reach out to you via private message to gather more information from you.

Re: Getting live video and audio from Pro but no audio from Pro 2 after adding cameras to HomeKit

Locutus73 — Mon, 30 Sep 2019 16:09:51 GMT

@JessicaP

Thanks to the fantastic Amazon support (the contrary of yours which finally contacted me asking if I still had issues without providing me any guidance to solve the problem) I replaced the Pro2 camera: the new one sounds louder in the native app (the previous had sound in the native app, but lower) and I finally can hear sound in HomeKit live video (the previous one was totally mute).

Regards.