topic Re: Microphone wont work when away from home in Arlo Q Plus

Microphone wont work when away from home

daviesd — Thu, 29 Sep 2016 23:32:33 GMT

I added an Arlo Q to my existing 4 wireless camera's. The microphone works at home but when I am away it just says please wait and I can't use the microphone. Also sometimes it takes a long time to get the camera live. Can someone help me! I would really like to use the microphone when I am away from home. Really doesn't help me that much when I am at home.

Re: Microphone wont work when away from home

snip3rboy — Wed, 25 May 2016 00:55:07 GMT

daviesd wrote:
when I am away it just says please wait and I can't use the microphone.

Hi @daviesd,

A few questions when you're trying this at home...

1. Are you seeing this on Android, iOS and/or Browser?

2. Is your connection LTE or WiFI?

Lastly, do you have a single router at home or more?

Re: Microphone wont work when away from home

daviesd — Wed, 25 May 2016 10:31:38 GMT

Thank you for responding!

Answers:

1) Android

2) WiFi

3) single router

I keep checking to see if the microphone will work. Sometimes it works away from the house and other times it doesn't. Also when I record to see if it is working the sound goes silent on the recording when I talk.

Re: Microphone wont work when away from home

snip3rboy — Wed, 25 May 2016 21:04:04 GMT

daviesd wrote:
Thank you for responding!
Answers:
2) WiFi

Would you mind doing two tests when you are remote?

A. Test on Android

1. Turn on Airplane mode

2. Turn on WiFI (so Android does not use LTE)

3. Try the Push-to-talk and see if it gets connected.

B. Test on Laptop/Mac with Wi-FI connection

1. Log-in on Chrome or Firefox browser

2. Try the Push-to-talk

Please let me know how it goes.

Re: Microphone wont work when away from home

daviesd — Wed, 25 May 2016 21:54:37 GMT

I took my phone down the street, turned on airplane mode and my WiFi was on. Looks like you have to be connected to WiFi for Arlo to work. I don't want to hook up to any WiFi. When I am away from 5he house, I want to use my phone. Can that happen?

Re: Microphone wont work when away from home

snip3rboy — Wed, 25 May 2016 22:41:40 GMT

daviesd wrote:
I took my phone down the street, turned on airplane mode and my WiFi was on. Looks like you have to be connected to WiFi for Arlo to work. I don't want to hook up to any WiFi. When I am away from 5he house, I want to use my phone. Can that happen?

Yes, data plan should work but I was asking so we can get to the root cause. What Android device and model do you have and which provider?

Re: Microphone wont work when away from home

daviesd — Wed, 01 Jun 2016 11:39:57 GMT

I thought I responded to this question but I guess it didn't post. I have an Samsung 7 Android and I have Verizon as a carrier.

I got an email that asked if I got my question answered and I responded and this is what is what I got back.

This is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed permanently:

community@netgear.com

Reason: Permanent Error

I am really not doing something right but I don't know what!

Re: Microphone wont work when away from home

jguerdat — Wed, 01 Jun 2016 13:35:15 GMT

Don't think you can reply to those emails as a response, just need to post here.

Re: Microphone wont work when away from home

snip3rboy — Thu, 02 Jun 2016 19:28:26 GMT

Hi @daviesd,

Thanks for this info. We'll test it out - "Samsung 7 Android and ... Verizon as a carrier."

Re: Microphone wont work when away from home

DDEMARTI — Wed, 29 Jun 2016 23:44:08 GMT

I have the same issue, the mic does not work when away. I too am not on a Wifi when away. I have a Samsung Note 5, ATT is the carrier. The whole reason I added this to my other ARLO system was for the ability to use the mic away from home. I don't see that this has been answered?

Re: Microphone wont work when away from home

daviesd — Thu, 30 Jun 2016 11:26:36 GMT

I never did get an answer on this. They kind of left us hanging on this one. I am hoping there will be some upgrades but I haven't heard anything yet.

I would love it if someone could help us out on this one. The people at Best Buy can't help either.

Re: Microphone wont work when away from home

JamesC — Wed, 06 Jul 2016 17:01:55 GMT

DDEMARTI, daviesd,

A new version of the Android app released yesterday, please update to the latest version of the app and let us know if you are still having issues using the microphone feature with your data connection.

JamesC

Re: Microphone wont work when away from home

DDEMARTI — Thu, 07 Jul 2016 05:02:51 GMT

I updated the app and tried it again today, works when I am in my house, but NOT when I am away.

Re: Microphone wont work when away from home

daviesd — Thu, 07 Jul 2016 11:11:19 GMT

I was away yesterday and it seemed to work better. Thanks!

Re: Microphone wont work when away from home

JamesC — Fri, 08 Jul 2016 15:07:58 GMT

DDEMARTI,

Do you get an error message when trying to use the microphone on 3g/4g?

Do all other features work without issue on the app when you are on 3g/4g?

JamesC

Re: Microphone wont work when away from home

JennyPenny — Sat, 19 Nov 2016 23:00:05 GMT

Was wondering it the mic is still working for you? I am having te same issue, it will work at home when I use my WiFi, but when away and on my data plan the mic may work when I first try it but if a go to speak again I will just see "please wait" and the mic will not work.

Re: Microphone wont work when away from home

jguerdat — Sun, 20 Nov 2016 14:20:44 GMT

I can verify this on my Q. I don't use audio so had never noticed it but I just turned off WiFi and used 4g instead. The first time worked fine but then shortly afterwards the Please Wait message showed up with no apparent timeout. Open a case at https://www.arlo.com/en-us/support/contact.aspx

Re: Microphone wont work when away from home

JamesC — Wed, 23 Nov 2016 18:32:21 GMT

JennyPenny, jguerdat

I have tested this and did get similar, however inconsistent results. I will escalate this topic for further investigation.

I recommend contacting support and opening a case to track this issue as jguerdat suggests above.

JamesC

Re: Microphone wont work when away from home

jguerdat — Wed, 23 Nov 2016 21:21:15 GMT

I've got a case open already. Anyone else noticing this should do the same.

Re: Microphone wont work when away from home

Curtizmo — Wed, 21 Dec 2016 03:13:40 GMT

I have the exact same issue. Using iPhone 7 plus away from home wifi when on LTE (T-Mobile). Netgear customer service told me that Arlo wasn't designed to be used over cellular LTE. I asked them to escalate to higher tech support and they said they would have someone call me back.