topic Re: Video not loading when doorbell pressed in Arlo Video Doorbell Wire-Free

Video not loading when doorbell pressed

Leesh00 — Thu, 19 Oct 2023 12:49:24 GMT

Hi, Just installed this device and having a bit of a problem.

I can go to device and watch a live video feed from the camera, however when the door bell is pressed I get the call on my phone and the 2 way audio works, but the video feed has a white spinning circle like it can't connect/buffering?

Device updated to latest firmware and using a Google 6 phone running Android 14.

Any help appreciated.

Re: Video not loading when doorbell pressed

ShayneS — Mon, 23 Oct 2023 17:49:52 GMT

May I ask which troubleshooting steps you have performed so far? I don't want to suggest anything you have previously performed.

Re: Video not loading when doorbell pressed

Arlo93719 — Thu, 26 Oct 2023 22:07:55 GMT

I have the same issue after Android 14 update.

Re: Video not loading when doorbell pressed

Leesh00 — Fri, 27 Oct 2023 10:33:24 GMT

I'm not sure if it is to do with android 14 as I hadn't tried it before the update, but these Google 6 phones are terrible, I have general issues with it.

Everything works fine with my wife's S22 and that's who uses it so I'm OK with that

Re: Video not loading when doorbell pressed

Arlo93719 — Fri, 27 Oct 2023 21:23:49 GMT

It has nothing with my Google phone. It was working perfectly fine on Android 13. After Android 14 update, it started having video issues when doorbell is pressed. Normal live access has no issue.

Re: Video not loading when doorbell pressed

ShayneS — Tue, 31 Oct 2023 19:47:55 GMT

Hi @Leesh00

Is your wife's phone (S22 Ultra) on Android 14 as well?

Re: Video not loading when doorbell pressed

Arlo93719 — Tue, 31 Oct 2023 23:56:44 GMT

No to either questions. She is using an older Huawei.

Re: Video not loading when doorbell pressed

Arlo93719 — Fri, 17 Nov 2023 18:59:34 GMT

For some reasons, It started working this morning. I remember it not working last week even after Android November security update. Anyway, it could have been the Nov 9 Arlo app update. I want to thank Arlo L3 support for the follow up.

Re: Video not loading when doorbell pressed

Leesh00 — Fri, 17 Nov 2023 19:10:47 GMT

My wife's Samsung is running android 13 still

Re: Video not loading when doorbell pressed

ShayneS — Fri, 17 Nov 2023 19:14:38 GMT

@Arlo93719 Thank you for the update.

Re: Video not loading when doorbell pressed

ShayneS — Fri, 17 Nov 2023 22:26:23 GMT

@Leesh00

It looks like Jeff from the support team is in contact with you to help resolve the issue.

Re: Video not loading when doorbell pressed

Arlo93719 — Sat, 09 Dec 2023 20:22:05 GMT

Hi Shayne,

I thought the issue was resolved but it returned after my update. I have sent Jeff a video clip but received no reply. Perhaps L3 support only gets involved of you initiate. Can you look into this issue again as it is consistently going video black when the doorbell is pressed. Video works live.

Re: Video not loading when doorbell pressed

ShayneS — Mon, 11 Dec 2023 17:57:22 GMT

@Arlo93719 I let him know, I will report back when I have more info.

Thanks

Re: Video not loading when doorbell pressed

ShayneS — Fri, 19 Jan 2024 18:00:41 GMT

HI,

There has been an update that should help address this issue. Can you update to the latest version of Android 4.11.1 and test again.

Thank you

Re: Video not loading when doorbell pressed

Arlo93719 — Fri, 19 Jan 2024 23:35:08 GMT

Hi Shane,

Thanks for the follow-up. I tried after update to no avail. The video is trying to load but no dice. I am puzzled as live view works flawlessly.

Re: Video not loading when doorbell pressed

ShayneS — Mon, 22 Jan 2024 17:17:13 GMT

@Arlo93719 Thanks for the update, I have notified the team and I will update you as soon as possible.

Re: Video not loading when doorbell pressed

phunkodelic — Mon, 19 Feb 2024 18:19:48 GMT

I have this issue too. Google Pixel 7 latest version of android. The video never has worked when somebody rings the bell.

I first get a "Someone has pressed the Doorbell" notification. I press it and it takes me to an incoming call screen that is deep blue almost black color, has an Accept and a Decline button on it and that's it.

Re: Video not loading when doorbell pressed

phunkodelic — Mon, 18 Mar 2024 20:31:00 GMT

While I appreciate the initial contact from the help desk to gather logs, this is still an issue and has not been addressed. My logs were supposedly sent to the development team and after I was informed of that I have had zero feedback. Anybody got a work around? Disappointed in this product thus far as this is one of the primary reasons I got it.

So when I look at this you tube video : https://youtu.be/gEVFtHeGiHk?t=198 It appears that its not going to show the video on the alert when somebody rings the door bell? Is this by design? See my attached picture.

Re: Video not loading when doorbell pressed

phunkodelic — Mon, 18 Mar 2024 20:33:35 GMT

Re: Video not loading when doorbell pressed

ShayneS — Mon, 18 Mar 2024 23:27:25 GMT

@phunkodelic The team is still investigating the cause for these symptoms.

To address your question regarding the video feed, after you accept the phone call from the door bell being pressed your video feed should load. There will not be a live feed when the phone is ringing.