Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Arlo Doorbell Doesn't Display Video From Paired Camera After Answering Call

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. 

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Model: VMC4030P | Arlo Pro 2 Wire-Free Camera
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Arlo Doorbell Doesn't Display Video From Paired Camera After Answering Call

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.

Message 2 of 120

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

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.

Message 3 of 120
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Arlo Doorbell Doesn't Display Video From Paired Camera After Answering Call

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. 

Message 4 of 120
Arlo Moderator

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

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.

Message 5 of 120

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

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.

Message 6 of 120
Tutor

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

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.

Model: VMC4030 | Arlo Pro Wire-Free Camera
Message 7 of 120

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

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.
Message 8 of 120
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Arlo Doorbell Model AAD1001

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

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

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

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Arlo Moderator

Re: Arlo Doorbell Model AAD1001

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

Message 11 of 120

Re: Arlo Doorbell Model AAD1001

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. 

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Re: Arlo Doorbell Model AAD1001

Here’s what mine looks like.
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Re: Arlo Doorbell Model AAD1001

A photo is attached
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Re: Arlo Doorbell Model AAD1001

Here's what mine looks like

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Re: Arlo Doorbell Model AAD1001

So.. the doorbell works well as long as the doorbell and the base station are not on the same wifi. I turned off the wifi on my phone (IPhone) and tablet and the video works well when the dorbell is presses. If they are on the wifi the video does not work. I guess that is OK for now as the video is mose important while away. I hope it get fixed in a timely manor. 

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Community Manager

Re: Arlo Doorbell Model AAD1001

The development team is currently investigating reports of this issue. I will provide an update as soon as I know more.

 

JamesC

Message 17 of 120
Initiate

Re: Arlo Doorbell Model AAD1001

I m also having this very same issue.  The doorbell works fine with an android device, but not with an iOS device.  I have tried while connected to the same wifi as the arlo base station, and also on LTE data.  In both cases, I get the gray screen with the spinning gear.  Audio works, but no video.  Pretty crippling for the product not to work with ios...Will be returning the doorbell if this is not resolved very soon.

Message 18 of 120
Guide

Re: Arlo Doorbell Model AAD1001

 Same problem here. This is my second doorbell. I returned the first because the chime wouldn’t work and audio wouldn’t work. I had to reconfigure this one a few times but the chime works. Now I can’t get video and it won’t send an automated response until three minutes later, which is too late to be useful. I’ve checked the speed on all my devices I have plenty of bandwidth. I guess I will return this one and wait for gen 2 if Arlo can’t fix this in the next week. 

 


 

Message 19 of 120
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Re: Arlo Doorbell Model AAD1001

I just purchased this Doorbell.  Can someone give me an estimate on when this problem with the Doorbell and Camera is expected to be resolved?  I do not want to keep the Doorbell if it will not turn the Camera on.

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Aspirant

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

Same problem here.  Very disappointing!!!

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Highlighted
Aspirant

Re: Arlo Doorbell Model AAD1001

Look at 11/30 comments for "doorbell" screenshots of missing video. I am looking into buying one and wanted to add on to arlo until reading this.
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Re: Arlo Doorbell Model AAD1001

To Arlo:

Still no news! This is not acceptable as this is a BASIC feature of the product and resolution should be expected asap. The issue is now widely reported. Get your engineers to work on this urgently and come with a fix or else you should better let go on this product totally and fire the whole team.

Message 23 of 120
Aspirant

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

I too am having this problem.

iPhone 6 and iPhone SE, both with latest iOS.

Netgear Orbi mesh network.

When paired with Arlo Pro camera this problem occurs. When paired with an original Arlo camera, it works fine.

 

Wife acceptance factor is not in a good place right now. We need a fix!

Message 24 of 120
Aspirant

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

Any answer yet? Got this for christmas and it worked initially but now no video..... is ot the lag time on the camera that is causing this? Getting ready to return it as i already had a standalone doorbell chime. This was purchased to sync with the video.
Model: VMC4030 | Arlo Pro Wire-Free Camera
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