topic Re: Doorbell alerts but no video in the library in Arlo Video Doorbell Wire-Free

Doorbell alerts but no video in the library

DavidMcIntosh — Wed, 27 Jan 2021 21:55:04 GMT

Hello,

I have been having an intermittent issue with content being visible in the library.

Firmware: 1.2.0.0_428_10a4adb_683e3b5

My device has full wifi with no record of the device going offline.
when the doorbell is pressed i get call through the app but unable to see video..

there is no video in the library for the same period on the app or logged onto the webpage

Re: Doorbell alerts but no video in the library

JamesC — Thu, 28 Jan 2021 18:25:29 GMT

DavidMcIntosh,

Do you have an active Arlo Smart subscription or trial? For content to be saved to the library, an Arlo Smart subscription is required.

JamesC

Re: Doorbell alerts but no video in the library

DavidMcIntosh — Tue, 09 Feb 2021 21:28:57 GMT

I am still on trial until 15th March, given the current state of play im unlikely to purchase.

Re: Doorbell alerts but no video in the library

heckler96 — Sun, 07 Mar 2021 12:55:58 GMT

Yes, I have the same issue too.

Weirdly, I can view live, record without any problem.

Just not when the button being pressed.

I have narrowed down to the wifi 2.4 with channel 6 at my area.

Just a blank screen when someone at the door.

Really frustrating. Just hoping the firmware to fix this to be out soon.

Also, cannot answer thru Google Hub. None from Homekit.

I really think Arlo can do better rather than releasing a half cooked product.

sigh...

Re: Doorbell alerts but no video in the library

JamesC — Mon, 08 Mar 2021 17:20:11 GMT

heckler96,

Try reducing the resolution and test again to see if you experience the same behavior.

You can find this by logging in to your Arlo app and navigating to Settings > My Devices > select your doorbell > Video Settings > Video resolution.

JamesC

Re: Doorbell alerts but no video in the library

heckler96 — Tue, 09 Mar 2021 01:10:20 GMT

Hi James,

Thanks for the tips,

Yes, I have tried. currently at the lowest available ie 720p

Also, "if" in order to get this to work at 720p, I will pick "other" doorbell.

At the moment, it's just a glorified wireless video doorbell that cannot answer call.

My ticket 42253364

This was reported since 25/12/2020 and currently still waiting for my replacement.

I felt Alro can do much better than this.

I have Pro2 & Audio doorbell for more than a year now and it's been good.

Just didn't expect this upgrade can be that bad.

I have checked my network (in case you need to know)

Orbi RBK50 router

Speed 100/40

running on IOS

also tried on Android device with the same result.

I hope some one can update the status.

Tan