topic Re: Doorbell video stream corrupted when answering call in Arlo Video Doorbell Wire-Free

Doorbell video stream corrupted when answering call

becky_s — Sun, 17 Jul 2022 09:40:20 GMT

I’ve just installed the wire-free video doorbell. The video stream is working just fine when viewed live or when triggered by the motion sensor, but it corrupts when I answer a call. The screen is grey with a spinning wheel of doom, then on playback I lose the whole of the bottom half of the picture to green screen or lines. Would be very grateful for any ideas on how to fix this.

Re: Doorbell video stream corrupted when answering call

StephenB — Sun, 17 Jul 2022 10:32:48 GMT

Have you tried reducing the resolution (as a test)?

Re: Doorbell video stream corrupted when answering call

TCLIII — Sat, 23 Jul 2022 15:37:22 GMT

Same issue. Reducing resolution doesn’t help. Connected to Base Station, strong reception, works fine when live. Just no picture when someone rings the doorbell. Pointless then.

Re: Doorbell video stream corrupted when answering call

TCLIII — Sat, 23 Jul 2022 15:38:09 GMT

Doesn’t help.

Re: Doorbell video stream corrupted when answering call

JamesC — Mon, 25 Jul 2022 21:32:57 GMT

TCLIII,

What model mobile device are you using and with which carrier? Is the behavior the same when the device is connected to mobile data and WiFi?

JamesC

Re: Doorbell video stream corrupted when answering call

TCLIII — Mon, 25 Jul 2022 21:43:59 GMT

Using IPad Pro 2021 and IPhone Pro 13 Max. Cell Carrier is non US. Same issue whether cell or connected to same Wi-Fi as doorbell.

Cameras work fine. All cameras and doorbell connected to Base station. When click on Doorbell, see live video no problem. Just not when someone rings doorbell. Just grey screen.

Re: Doorbell video stream corrupted when answering call

becky_s — Tue, 26 Jul 2022 09:09:48 GMT

Hi JamesC, a reply to the original post would be nice!

Re: Doorbell video stream corrupted when answering call

JamesC — Tue, 26 Jul 2022 17:57:28 GMT

becky_s,

Did you try reducing the resolution as suggested?

JamesC

Re: Doorbell video stream corrupted when answering call

DerHerzog — Mon, 01 Aug 2022 23:46:04 GMT

This has been an issue I've been dealing with for 18 months. Everytime I think it's fixed, the issue reoccurs a week or so later.

They've even sent me a replacement doorbell - same issue. It's clearly a firmware problem.

Arlo support has been woefully inadequate at providing a solution and have yet to provide any financial compensation, despite a broken product.

I just contacted them AGAIN this morning...

Re: Doorbell video stream corrupted when answering call

jguerdat — Tue, 02 Aug 2022 13:27:46 GMT

Have you tested the doorbell by bringing it inside temporarily?

Re: Doorbell video stream corrupted when answering call

dclayman1 — Tue, 02 Aug 2022 19:42:42 GMT

I’m having the same issue. Someone came to my door and rang the doorbell which chime works fine. I tried answering it and camera would not show who was at the door just a grey picture. Sometimes when it does work my video is all pixelated. I wish Arlo would fix this issue

Re: Doorbell video stream corrupted when answering call

JamesC — Thu, 04 Aug 2022 17:12:53 GMT

For those still experiencing this issue after exhausting the troubleshooting listed here. I recommend contacting Arlo Support through the Arlo Secure mobile app under Settings > Support to open a ticket for further investigation.

JamesC

Re: Doorbell video stream corrupted when answering call

DerHerzog — Thu, 04 Aug 2022 23:07:04 GMT

James, I've had multiple tickets open over 18 months... there are only so many one can open...

Can we get someone to escalate this?

Re: Doorbell video stream corrupted when answering call

JonathanT — Sat, 01 Oct 2022 03:25:35 GMT

I too have had multiple tickets and replies usually going around in the same circles. Does the Arlo doorbell simply not work on Australian mobile networks? Surely this requires a patch!!