topic Doorbell grey screen and won’t load when call received in Arlo Video Doorbell Wire-Free

Doorbell grey screen and won’t load when call received

Nancypaco — Fri, 09 May 2025 10:59:24 GMT

Sounds similar to

https://community.arlo.com/t5/Arlo-Video-Doorbell-Wire-Free/Arlo-door-bell-has-a-grey-screen/td-p/1941068/page/2?cid=gwmng%3FTB_iframe%3Dtrue

Do we have a fix please? Working on mine but not my partner’s. Someone calls and it is just a blank grey screen and won’t load.

Re: Doorbell grey screen and won’t load when call received

BrookeN — Mon, 12 May 2025 14:42:07 GMT

Are you and the authorized user on the same user interface? Do you see feed or library, same for the authorized user what do they see?

Re: Doorbell grey screen and won’t load when call received

Kylo99 — Tue, 21 Oct 2025 19:45:39 GMT

I just setup my doorbell today and encounter the same grey screen problem too. My Ultra 2 can work fine. When live play doorbell video is also fine. Only when answer the doorbell call, the app only keep showing grey screen. I am iPhone 15 user. No matter joining the doorbell to wifi directly or to my base station, the app also encounter the grey screen problem.

Re: Doorbell grey screen and won’t load when call received

BrookeN — Wed, 22 Oct 2025 13:31:07 GMT

@Kylo99 are you the main user or the authorized user? Have you tried logging out of the app and then logging back in to see if that fixes the behavior you are seeing?

Re: Doorbell grey screen and won’t load when call received

MH53 — Wed, 26 Nov 2025 12:04:28 GMT

I am also having the same problem. I have Reset the doorbell, deleted and reinstalled app, logged out and back in again.

still shows grey screen when doorbell activated but shows full video once the call is disconnected.

Re: Doorbell grey screen and won’t load when call received

BrookeN — Tue, 02 Dec 2025 14:38:56 GMT

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

Re: Doorbell grey screen and won’t load when call received

AlexWhi — Tue, 17 Mar 2026 20:15:16 GMT

I had the same issue, after 3 years of troubleshooting (2022-2025; ref. 00496658) Arlo informed me that there is a known issue with video calls. They cannot be sent over certain carriers, such as Three in the UK. It cannot be rectified without cooperation between Arlo and the relevant providers and none of the parties is willing to take responsibility. You will not be able to use the video call feature without changing your mobile and/or home internet provider.

Re: Doorbell grey screen and won’t load when call received

BrookeN — Mon, 23 Mar 2026 16:10:09 GMT

This is being investigated, I will reach back out to you as soon as possible.