topic Re: No video when answer Arlo Video Doorbell. in Arlo Video Doorbell

No video when answer Arlo Video Doorbell.

Jorro — Mon, 02 Dec 2019 04:19:28 GMT

When Arlo Video Doorbell button is pressed I hear the chime, my phone rings, I can answer ( talk and hear), But no video is showing - only gray screen with the rolling circle.
By the way it is the same with my Arlo Audio Doorbell and the paired camera.
I can answer, I can talk and hear, But no video is showing - only gray screen with rolling circle (like trying to load something). This has been like that for almost a year now with the Audio Door bell. And now the VideoDoor bell doesn’t show video.
I use iPhone XS Max with the latest updates for OS and App.
Any thoughts?

Any

Re: No video when answer Arlo Video Doorbell.

JamesC — Mon, 02 Dec 2019 17:36:10 GMT

Jorro,

Are you able to live stream without any issues using that same device?

JamesC

Re: No video when answer Arlo Video Doorbell.

Jorro — Mon, 02 Dec 2019 18:14:21 GMT

Yes, I can stream live, I can hear, I can talk using the Mic button - all trough the Arlo App. Just do not have a picture when someone presses the button and I answer on my phone.

Again it is the same with the Audio Door bell and the paired Arlo Pro 2 camera - no video when answer on my phone ( has not been working for almost a year).

Re: No video when answer Arlo Video Doorbell.

JamesC — Mon, 02 Dec 2019 18:26:00 GMT

Jorro,

If this is happening for both, it's likely to be a permissions issue with your iOS device. For video calls to be received, the Arlo mobile app needs to have permissions enabled for these. Check your iOS settings to make sure permissions are enabled for the Arlo Mobile app.

JamesC

Re: No video when answer Arlo Video Doorbell.

Jorro — Mon, 02 Dec 2019 19:14:58 GMT

I am on iOS 13 latest version and I believe I have enabled everything for the Arlo App. Would you help where to look for what to be enabled on my iPhone, so I can see video?
Thank you!

Re: No video when answer Arlo Video Doorbell.

bncmiller — Tue, 03 Dec 2019 03:34:15 GMT

I have the same issue with the Arlo Video doorbell. I purchased new, set up and installed. Contacted support and they recommended a hard reset, which I did and same result. We are observing the same exact issue on both my iPhone 8 plus and the wife's iPhone 10. Both phones have the latest iOS 13. I contacted support and they said they escalated the issue and will contact me in 24-48 hours. Did you have any resolution?

Re: No video when answer Arlo Video Doorbell.

bncmiller — Tue, 03 Dec 2019 03:37:36 GMT

Also I have the newest Xfinity modem and Xfinity wifi pods. I DMZ'd the arlo video doorbell in the router and port forwarded the 80, 443, and 123 ports in the router for the video doorbell. Same results. I'm at a loss. The Xfinity XFI app shows the video doorbell is connected to my office Xfinity pod, 2.4 ghz wifi and has good signal. My download speed is 49 mbps and upload is 29 mbps. I even tried the video settings in the camera and turned them down to 720p. Same result. Ive tried everything. Im at a loss. Waiting to hear from support.

Re: No video when answer Arlo Video Doorbell.

bncmiller — Tue, 03 Dec 2019 03:41:29 GMT

I checked my phone and all permissions are enabled. Notifications are enabled and I attempted to disable FaceTime to see if there was any change. More of the same. When the doorbell is pressed, I get a call, I answer it, I can hear audio and talk to the person at the door but the video screen is grey with a circling ring for over a minute, no video.

Re: No video when answer Arlo Video Doorbell.

Jorro — Tue, 03 Dec 2019 06:21:34 GMT

I called support. They are escalating the issue to upper level support. I have scheduled a call from this upper level support for Tuesday morning.
I hope they are going to be able to resolve it.

Re: No video when answer Arlo Video Doorbell.

StephenB — Thu, 05 Dec 2019 14:08:14 GMT

@bncmiller wrote:

I DMZ'd the arlo video doorbell in the router and port forwarded the 80, 443, and 123 ports in the router for the video doorbell.

I'd undo all of these. Comcast isn't blocking those ports, and the doorbell doesn't need to be in the DMZ.

Re: No video when answer Arlo Video Doorbell.

Gary-T — Wed, 18 Dec 2019 17:05:54 GMT

I am having the same issue also. When the button is pressed I get notifications almost instantly and then a gray or a green screen and no video. When I go to a live view in the app it can take a minute or two before I see anything live. I have for Arlo cameras that I am pleased with but I’m not impressed with this doorbell at all. If I can’t find a solution in the next couple days I’m returning it

Re: No video when answer Arlo Video Doorbell.

JamesC — Wed, 18 Dec 2019 17:32:32 GMT

Gary-T,

This could be due to your mobile device not supporting the resolution in which the video call is made. Try reducing the video quality within your doorbell settings and test again to see if you experience the same behavior.

This can be found under Settings > My Devices > select your Arlo Video Doorbell > Video Settings > Video Resolution.

JamesC

Re: No video when answer Arlo Video Doorbell.

Jorro — Wed, 18 Dec 2019 21:38:34 GMT

It doesn’t work with iPhone XS Max, with iPad Pro and Samsung Galaxy 6.
Why would Arlo make a device that would not be able to work at full capacity with some of the latest and most widely used phones and tablets?

I will try to go down on Video Door Bell resolution, but if this is the issue - all I can say about The newest Arlo Video Doorbell is - Too Bad!

I have an open case about this issue with Arlo technical support. Still no solution. But I was told this was a known issue and they presumably work on it.
Again I still do not have Video from the paired camera to my Audio Door bell and it used to work. On the same iPhone. It hasn’t been working for almost a year now.
What do you have to say about this issue?
Thank you!

Re: No video when answer Arlo Video Doorbell.

Gary-T — Fri, 20 Dec 2019 13:34:57 GMT

JamesC,

Unfortunately change in the video quality it’s not the solution to this issue. All I succeeded in doing was lowering the video quality.

Gary

Re: No video when answer Arlo Video Doorbell.

G_Frog — Mon, 23 Dec 2019 13:53:30 GMT

I bought and installed my Video Doorbell about 1 week ago and have the same issue. My phone rings as if I was receiving a regular phone call; there is no video when I answer. I use a Samsung Galaxy 10+.

Re: No video when answer Arlo Video Doorbell.

Fertigulator — Fri, 27 Dec 2019 03:00:18 GMT

Same issue here. Just got it setup and running. Not receiving video with the call, just a grey screen. Also, when armed the doorbell is not recording video when I receive notifications when armed. I can only use the doorbell via a live view. It does record video when the button is pressed but that is the only thing that is working right now. Do I have a setting wrong?

Re: No video when answer Arlo Video Doorbell.

Jorro — Fri, 27 Dec 2019 03:52:10 GMT

The door bell does not work as it should. I hope the company is working on the problem, but I already described my very similar problem with my Audio Door bell and paired Arlo pro 2 camera, which has not been resolved for a year now.
So, I don’t know what to think.

Re: No video when answer Arlo Video Doorbell.

vancouver — Thu, 09 Jan 2020 18:59:24 GMT

Just purchased one of these video doorbells because of grey feed issues with previous audio doorbell model has been going on for over a year (support case still in works, on third replacement); Installed today and same issue - grey or green screen, but can hear everything, and live feed works fine. Checked app and all is fine, updates done, all items active. Checked arlo app settings on ios phone and same - all on and working. Dont think Arlo should have released this so quickly.

Re: No video when answer Arlo Video Doorbell.

Meconium — Mon, 13 Jan 2020 01:27:23 GMT

I'm having the same issue.

Re: No video when answer Arlo Video Doorbell.

Jorro — Mon, 13 Jan 2020 20:54:51 GMT

I have an open ticket with Arlo technical support. They should be working on resolving the issue. But I have not heard anything from them since probably mid-December. Also the very same issue with the paired to their Audio doorbell Pro 2 camera have not been resolved for over a year now. So, I don’t know. Seems like not totally finished product with some issues.