Arlo Doorbell Doesn't Display Video From Paired Camera After Answering Call

[greengreenleaf]

I've setup my Arlo Pro 2 base station, (x2) Arlo Pro 2 cameras and Arlo Pro Doorbell (Model: AAD1001, Firmware:1.2.0.0_275_250). The cameras detect motion and record video as expected but I am unable to see video after answering a call from the Doorbell on my iPhone X. I have tried resetting the Doorbell, pairing and unpairing the Doorbell with the 2 cameras and still only see a progress icon where the video should be displayed. If I look in the library after answering the call from the Doorbell there is only audio and no video. Not sure what I am missing. 

[dude15]

When answering the doorbell call on the mobile phone the video from the paired camera only shows a "gray screen". The camera itself is working in the arlo app. Any ideas?

[Mando369]

I’m also having the same issue. If I figure it out I will get back at you.

[jguerdat]

Upon getting the call, the screen is gray. Answering the call should then produce a live video from the camera associated wit the doorbell. Do you have a camera paired with the doorbell?

[Mando369]

I do. I have an Arlo pro camera paired with my doorbell. I just tried it out, but no luck. Gray screen only.

[Mando369]

Ok, my wife has an android phone and she was able to get the video going. It might be an iPhone issue since it wouldn’t work on my iphone.

[dude15]

I also have it paired but still just get the gray screen with the "spinning icon"  in the center as if its trying to get the video but is unable.

[jguerdat]

For those having issues, what phone and OS?

[dude15]

iPhone 7 and 7 plus using IOS 12.1

[Terminal3]

I am having the same issue, on both my wife's and my phone.  We both have IPhone 6s with IOS 12

Today when coming in from the front yard I tried the doorbell.  My wife and I both got the call and the Arlo chime sounded, she answered and I was able to speak to her, but she had no video.  I later went back and was able to watch the exchange from the camera.   The video starts about 10 seconds before I push the doorbell as the camera started recording on motion. By the time she answered and came to the door it was about 45 seconds into the video.  She ends the call probably 15 seconds after that.   The video then records for close to another 2 minutes..

[Terminal3]

I am actually using IOS 12.1. Can you edit a post in this forum, I could not find that option

[Terminal3]

The postman delivered a package this morning and the doorbell worked great.  I had video as well as audio.  Tried several times yesterday and it never would work, not sure what changed.  

From the time he rang the doorbell until you hear me say something was 20 seconds.  Definitely acceptable..

[StevenL]

I had the same problem on a Samsung Galaxy S8.  After I installed the doorbell, I rang it a few times and it called my phone each time, but would only display the video once. I should note it didn't display the spinning circle.  It showed a green box where the video should have been, and never did load the video.

[hightechburrito]

Same issue here. It does work if I’m not on the same WiFi network the base station is hooked up to (if phone is on LTE, I get video).

Haven’t tried on a different WiFi network yet.

[greengreenleaf]

Wow, thanks for the reply.  Well I tested having my phone on LTE and now the video always works. I spoke with customer support and they said that I needed to update my firmware on my Orbi (Netgear) router, which is already up to date. Looks like I'll be returning my Arlo system. 

[ShayneS]

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

[hightechburrito]

Looking forward to more information.  I just tried it from another wifi network and it didn't work there either.  I was able to stream live video on the same network, so I don't think it's the network putting some restrictions on bandwidth.

[Lokie]

Same problem for me. The video does not show when the doorbell rings, just an empty screen. Tried installing and resetting the bell but no improvement. C’mon Arlo do your job. Get it working correctly and test it. These devices are expensive and are obviously not tested properly before going on sale.

[Rotorhead775]

Same here. 50/50 on whether it works. On 2 systems. Mine and family members. On 4 different phones. Router is updated. Even tried putting the doorbell chime and camera on it’s own hub. Tried with 3 separate arlo pro 2 cameras and 2 original arlos. This is on iPhone X, XR, 7 plus and 8. All on iOS 11-12.1.1 same results. Really Arlo? $200+ worth of hardware plus an elite subscription? What are we paying you for?? $70 Samsung SmartCam works flawlessly. Get it together. And before you tell us all to update our routers firmware, I’ve tried it directly to the internet, router free, on a 300 meg symmetrical fiber optic connection. Same results. And I have a CCNA. So pretty sure I know it’s not our networks!!! WiFi, LTE, 2ghz, 5ghz. Doesn’t matter., it’s not working.

[mzlajevardi]

I have installed an Arlo doorbell and paired it with an Arlo Pro 2 camera. The problem is when someone rings the door bell, I get a call on my phone but don't get any video of the person behind the door. Does anyone know how to fix this?

Thanks - mzlajevardi

[couch000]

Mine does not work either.  Any update on this from Arlo?

[ShayneS]

Do you happen to have a screenshot of what the video looks like when viewing? 

[pascaldormal]

We all seem to have the same issue and the screen looks like the grey square in the original post. Mine works on 4G/LTS and not on WIFI. 

[couch000]

Here’s what mine looks like.

[mzlajevardi]

A photo is attached