Arlo|Smart Home Security|Wireless HD Security Cameras

Audio Doorbell is not connecting to camera - Shows Grey box

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Leddo Aspirant
Aspirant

Doorbell not connecting to camera no sound or video just gray box spinning then disconnects after 10 seconds
Started happening after app update on 20th dec 2020
Disconnected all cameras doorbell and chime reconnected
Still no video or sound
Deleted app on iOS 13.3 iPhone 11pro added back still nothing
Has to be an app issue

ShayneS Arlo Moderator
Arlo Moderator

@Leddo

 

Is this occurring on every ring when you utilize the paired camera feed?

Leddo Aspirant
Aspirant
Yes every time doorbell is pressed no camera connection
And not even able to speak to anyone through mic and speaker
Tested on 4g and on home network WiFi
Doorbell makes chime work and notifies me someone has pressed but grey box with spinning icon for about 7-10 seconds then app shuts down
Leddo Aspirant
Aspirant
Just updated Arlo app that was released 22hrs ago tried doorbell again same thing happens no camera pairing not abel to talk through speaker or mic app shuts down about 7 secs
ShayneS Arlo Moderator
Arlo Moderator

Hav you tried to remove the camera from Settings > My Devices > Re-Add it & test again?

 

Do you happen to have a screenshot of the error?

Leddo Aspirant
Aspirant
Yes unpaired re added still no connection
No sound or mic either when camera not paired doorbell rings phone and activstes chime
think it’s Had it how to I get a teplacement
ShayneS Arlo Moderator
Arlo Moderator

@Leddo

 

I would suggest contacting customer support regarding this, I will attach the link here for you. Arlo Tech Support

RChobby Virtuoso
Virtuoso
Same exact thing for me. Chime rings, phone rings, but no 2 way audio, camera does not connect (grey or green box), and the call disconnects at exactly 10s.
ShayneS Arlo Moderator
Arlo Moderator

Hi @RChobby

 

Does this occur on Mobile Data as well as your wifi? Does this occur on every doorbell press?

Leddo Aspirant
Aspirant
Yes every press on mobile data and WiFi
Seemed to start on 20th dec app update and still same on 2nd jan update
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