Audio Doorbell - no incoming calls anymore (when no chime in use) on iOS 10.4 and Android 10

[VeronikaTMoore]

Our audio doorbell (hardware 1.3, software 1.2.0.0_309_283) is not usable at the moment.

When the bell button is pressed for about a second it makes a sound on the doorbell but has stopped producing incoming calls on devices where we have the Arlo app installed (IOS and Android 10).

We have no chimes connected (we never bought one because we did not need to) and the chime switch is in position 1, We tried resetting the unit and repeating the sync process and trying all 3 chime switch positions - this did not help.

The doorbell used to work so we suspect an update to the Arlo app has caused this to stop working.

The doorbell also used to allow audio messages to be left and that is also not working either.

In the app we can see the doorbell and it's  battery level shown etc just it's useless to us until the app is fixed again.

I also checked the silent mode in the app and this behaves differently on IOS 10.4 and Android 10.

If you select silent mode and incoming call - the incoming call option gets turned off on Android but not turned off on IOS - trying any setting makes no difference - it's as off doorbell call functionality has been completely removed from the app.

Please do something.

The doorbell is paired to an Arlo Pro 2 and VMB4000 base unit.

[JessicaP]

Hi VeronikaTMoore,

For your iOS device, do know that you would need iOS 11 or higher to ensure the Arlo app will work properly on your iOS device.

For your Android device, have you tried reinstalling the Arlo app to see if that helps?

[VeronikaTMoore]

We removed the Android version of the Arlo app and reinstalled it from Google Play store - the settings were retained and the problem was still present.

There is an option for silent mode which has an option for incoming calls, if you try to select this it gets turned off instantly. We therefore turned silent mode back off.

As for the IOS version the silent mode works almost the same except the incoming calls option stays not but does not work. Using Arlo app on IOS 13.5.1 with IPAD Mini 4 and IPAD PRO 9.7.

When pressing the button on the doorbell - there is a noise after about a second but that is it - the previous options asking to leave a message are no longer said by the unit. When the button is pressed it does not trigger the paired Arlo Pro 2 that is associated with it.

When replying next time - please confirm the correct position for the chime switch to use etc - it's set to position 1 at present.

[VeronikaTMoore]

The latest on this - it's working on IOS devices but not in Android now.

[JessicaP]

I would suggest to contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link.