topic Re: wireless doorbell call freezing / crashing in Arlo Video Doorbell Wire-Free

wireless doorbell call freezing / crashing

Helligec — Sat, 08 May 2021 23:58:45 GMT

Just installed my first wireless video doorbell (most recent model and updated app and firmware). Using an iPhone 12 pro max with iOS 14.5.1 . When someone rings the doorbell, my phone rings and when I swipe the answer bar, the screen opens to a gray screen with a spinning circle in the middle as if it is attempting to bring up the live video. After about 1 second of spinning, the circle stops, and the entire phone freezes up with the gray screen. All of the phones functionality stops working. I can't lock it, swipe turn it off or anything. After about 20 seconds of the phone being completely frozen, the app crashes, and the functionality of the phone is restored. I have uninstalled and reinstalled the app multiple times with no improvement. If I answer the call on my wife's phone, it works perfectly and the live video immediately starts playing. One thing of note is as soon as I swipe to answer, for a split second (right before the screen attempts to bring up the video), the screen displays "doorbell" and right below that it says "doorbell call declined". It's almost as if there is a glitch that is causing the phone to answer and them simultaneously hang up on the ring call. I'll attempt to attach a screen shot. Thanks for the help.

Re: wireless doorbell call freezing / crashing

JamesC — Wed, 12 May 2021 17:07:51 GMT

Helligec,

Try reducing the video resolution of your doorbell within the doorbell settings and test again. Do you still experience the same behavior?

JamesC

Re: wireless doorbell call freezing / crashing

Helligec — Wed, 12 May 2021 18:04:09 GMT

I reduced the image quality and it worked ONE time…. But ONLY one time. Every time after that, it froze again. If I change the video quality again (increased or decreased), it would work a single time, and then freeze every time after that.

Re: wireless doorbell call freezing / crashing

JamesC — Wed, 12 May 2021 20:00:28 GMT

Helligec,

If you're having no issues with your wife's phone, it seems the issue is device specific. Is your wife using the same model phone and OS version? Is there anything different with her device?

JamesC

Re: wireless doorbell call freezing / crashing

Helligec — Wed, 12 May 2021 20:19:25 GMT

We both have iPhones. Hers is an iPhone XR, and mine is an iPhone 12pro max. I have the most recent iOS version (14.5.1), and hers is a few versions old. I was wondering if it had to do with the iOS update and if a firmware fix from arlo would be needed? All settings on each phone are exactly the same.

Re: wireless doorbell call freezing / crashing

NeilH47 — Mon, 17 May 2021 11:47:02 GMT

Hi I am having the same problem I just purchased my Door Bell and exactly the same thing happens when i answer a call

Neil Australia

Re: wireless doorbell call freezing / crashing

Helligec — Mon, 17 May 2021 13:57:53 GMT

Unfortunately I wouldn’t expect a resolution any time soon. Over the past 2 weeks, I’ve been on the phone with customer support for multiple hours. They have sent my issue to some “team” to review. They told me I’d get a phone call back in 24 hours. That was 4 days ago. Unfortunately their system for customer support seems to be more broken than their products.

Re: wireless doorbell call freezing / crashing

JamesC — Mon, 17 May 2021 16:20:29 GMT

NeilH47,

Are you also using iOS 14.5.1 or are you using a different iOS version and experiencing this issue?

JamesC

Re: wireless doorbell call freezing / crashing

NeilH47 — Tue, 18 May 2021 06:38:36 GMT

Yes that is the OS version I have

Re: wireless doorbell call freezing / crashing

NeilH47 — Tue, 18 May 2021 06:43:27 GMT

Yes and I have been trying to upload a screen shot and answer the questions they asked and when I submit my and answers it tells me the server is down and they are trying to fix it.

Re: wireless doorbell call freezing / crashing

NeilH47 — Fri, 11 Jun 2021 03:47:07 GMT

I am tired of this Arlo Support they keep asking all these questions that is irrelevant to the problem at hand there is a problem with the app not my phone or my wifi connection or my internet I think i just give up and take the thing back and buy a more reliable product.

Neilh47

Re: wireless doorbell call freezing / crashing

jvg98724 — Mon, 14 Jun 2021 01:53:38 GMT

just installed and when you ring the doorbell, I get a grey screen up and then it crashes my entire phone. I have a iphone 12 max that is up to date with the 14.6 IOS

Re: wireless doorbell call freezing / crashing

Helligec — Mon, 14 Jun 2021 03:09:57 GMT

I hate to say it (actually I don’t)…. The best thing you can possibly do is return any Arlo product you have to where you purchased it, and buy something that actually works and has real customer support. Arlo is absolutely horrible and their customer survive is a joke. I returned my arlo crap and purchased Logi cameras and doorbell and they work flawlessly. Don’t give arlo your business.

Re: wireless doorbell call freezing / crashing

david_sg — Wed, 14 Jul 2021 04:53:20 GMT

Having a same issue and problem here (dated 14 July 2021)

Just install the new AVD2001B-100APS Wire-Free doorbell with 1.2.0.0_464_d081fa5_7d8d6fc Firmware and Arlo App Version 3.2.2(2422) released on 23 Jun 2021.

Once receive the call from doorbell, the video on Arlo App on my Iphone 12 Pro Max (iOS 14.6) will turn to gray screen (Video Quality 720sq setting) and the App will freeze then crash after few second

The arlo wire-free doorbell not compatible with Apple IOS phone? Are your working on Firmware to resolve the mentioned issue?

Re: wireless doorbell call freezing / crashing

JamesC — Wed, 14 Jul 2021 19:36:28 GMT

If you're still experiencing an issue after reducing the resolution in your doorbell's video settings, consider contacting the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC

Re: wireless doorbell call freezing / crashing

david_sg — Mon, 19 Jul 2021 06:28:57 GMT

Tested with iphone 11 Pro max (iOS 14.6) which working fine but the app will freeze and crash on Iphone 12 Pro Max (iOS 14.6)

REF: AVD2001B-100APS Wire-Free doorbell with 1.2.0.0_464_d081fa5_7d8d6fc Firmware and Arlo App Version 3.5 (2590) Released on 8 Jul 2021

Re: wireless doorbell call freezing / crashing

david_sg — Fri, 23 Jul 2021 01:52:59 GMT

Your Case Details
Case Number: 42593267
Subject: screen shows gray then the Arlo app freezes and crashes once you answer the doorbell call.
Product: AVD2001

After update the case but nobody reply the message? anyone still in the tech support?

Re: wireless doorbell call freezing / crashing

NeilH47 — Fri, 23 Jul 2021 06:28:52 GMT

Hi david_sg
I have tried to get some sense out of their so called tech support but it is useless they are selling a door bell under false pretences saying it will do lots of things that it won't at least on my phone it won't iPhone 12 Pro Max and support is non exsistant

Re: wireless doorbell call freezing / crashing

Mike-B — Fri, 30 Jul 2021 07:33:42 GMT

Have the same problem iPhone 12 Pro Max. Phone completely locks up for some time after answering. All components up to date. iOS 14.6, same on 14.5. Doorbell in good range and charged. Doorbell effectively useless. Dropped resolution. That is not the problem.

Re: wireless doorbell call freezing / crashing

LukevdWaal — Mon, 02 Aug 2021 10:06:20 GMT

Having the same issue here, doorbell works fine and we can answer it with my wife’s iPhone 11, and both our iPads. However, with my iPhone 12 Pro Max I get the grey screen/freeze issue as described.

Can someone at least confirm Arlo is working on a firmware update that will solve this? It’s clearly a common issue that needs sorting.