Arlo Pro 2 Way Audio IOS 10.2/Iphone 6 not working

[damianwylie]

I succeeded in talking through my camera using my Win 7 computer and google chrome, however when I tried to speak through the camera using my iPhone 6 i could only hear audio that the mic on the camera was picking up but the camera would not deliver audio from my Iphone6 when I was using the Iphone 6 app. In summary, this system is a 1 way audio device for Iphone 6 users. 

I've extensively fished through forums, this community forum, and other sources to troubleshoot the 2 way audio problem. I even called support. The support team was kind but claimed this problem was "rare" (yet I found 20+ issues on forums about 2 way audio not working...). They asked me to do the following:

1. Verify the app has access to the mic (no brainer)

2. Verify the correct version of the app was downloaded (i installed the latest version the day I opened/tested the system, which was today)
3. Cycle my phone on and off. (this isn't windows software...obviously cycling did nothing)

4. Try using LTE vs Wifi. (this defeats the purpose of having a security system that I need to use at 3am when I'm in bed. My phone is going to be connected to Wifi! I will not cycle it off just to use the audio. Nonetheless I tried it anyways and nothing happened, the 2 way audio still didn't work). 

Its apparent that product management and/or engineering isn't taking this issue seriously given the lack of CS support knowledge on this issue, the number of (growing) issues posted in the forums, and the lack of a root cause/fix. I'm returning the Arlo pro system I bought on xmas 2016 and will look at alternatives.  

[002ten]

The mic works now using Tmobile LTE/data.

[Vu]

Hm, Sound great!!! What did you do to make it work? Please share with us

I am still stucked in their tech support, they have moved me from tech support expert level 1 to level 2, and so on. At every level, I need to resubmit all kind of information what iOS version, phone type, arlo version, etc 😄 😄 :D, then they said they will forward my issue to higher level 😄

Well, I guess once I read level 100, this issue will become very critical 😄

Thanks

[002ten]

I did not do anything. Ive been checking everyday. This morning, I think there was a Carrier update on my screen. Im not sure if it was the carrier update or Netgear did something.

[Vu · Accepted solution]

- Thank for your hint. Look like Tmo has fixed this bug.

- I just update carrier setting from my iPhone and can access to microphone now.

- How: Go to Setting/General/About, a pop up dialog will ask us to update carrier setting. OK to update. After that microphone is working.

[JamesC]

Thank you to those for confirming the phone update resolved the issue. This is great news!

JamesC

[Heather199]

I just purchased the Arlo pro from Best Buy and the two way mic is not working. I can hear what's going on but can speak. On an iOS, have followed all directions and nothing! Updated firm ware and Camera app and still nothing

[Vu]

Please read previous posts in this thread to see if your case is same as us

[Jam17623]

My arlo pro 2 way audio isn't working on my iphone 6. I can hear them but they can't hear me.I tried checking my phone to see if there is a carrier update but there isn't. This is one of main reason I went with this system. I bought the product March 19, 2017.

[JamesC]

Jam17623,

This could be an audio setting on your phone causing the issue. Consider trying this feature from a different device (such as a laptop). Do you still see the same behavior?

JamesC

[Jam17623]

I tried on 2 different computers. The 2 way audio doesn't work. I can hear them but they can't hear me.

[jguerdat]

Make sure the mic isn't muted and that gain is turned all the way up.  Can't do this for a phone but computers have the adjustments.

[Jam17623]

Is't compatible with  Iphone 6? If not, I will need to return the system.  This is so frustrating. The computer(laptop) the mic isn't on mute and gain is turned up. I am using Internet Explorer as my browser. 

[Jam17623]

I spoke with support. It was a simple fix I had to uninstall the Arlo app and then reinstall. It work great now.

[002ten]

I have a Tmobile and iphone 7. Mic is not working again using LTE. I need to reopen my previous case. Support Case #27862249.

[olomana808]

just check on my t mobile iphone 7+

but running IOS 10.2

and previous Arlo app not (2.3.3)

Working audio and microphone.

[kvnguyen]

My issue with 2 way audio is on my iPhone 7.  When not in 2-way audio mode, I can hear sound from the camera on my phone is very good.  However, when in 2-way audio mode, I can speak to my phone and can hear on to camera fine, but I barely hear the sound from the camera back on my phone.  This issue only happen when in 2-way audio 

[skysigns]

I too am having this same problem, there needs to be a fix.

[JamesC]

I have escalated this topic to engineering for review. I will provide an update when I have more information.

JamesC

[skysigns]

Thank you JamesC.

P.S. I have am iphone 6 with the latest OS 10.3.1

[jcwrks]

---

kvnguyen wrote:

My issue with 2 way audio is on my iPhone 7.  When not in 2-way audio mode, I can hear sound from the camera on my phone is very good.  However, when in 2-way audio mode, I can speak to my phone and can hear on to camera fine, but I barely hear the sound from the camera back on my phone.  This issue only happen when in 2-way audio 

---

Same issue here on a 6s w/ 10.3.1, and it has only become a problem within the last month. Occasionally once I press the mic icon I lose the volume like the speaker got muted, so I have to pause then hit play again. The person near the camera can hear me loud and clear though.

[Tickner]

I'm having the same problem as the others. Only on my Apple devices,Iphone 6+ and Ipad Air2 both with 10.3.1. My Samsung Pad seems to be fine.

[Tickner]

Looking a little further into this issue,both Firefox and Chrome have no issues on my Macbook Pro,however Safari wont even open the the microphone........ so it really seems to be a "Apple' issue. Thats kinda a problem however for all the Iphone and Ipad users in the world. I gotta think there are more than a few of us out there.......  I'm sure a fix will be found.

[002ten]

With the apple software update 10.3.2. I tried to use the 2 way mic and tells me my camera speaker is disabled/go to camera setting. Everything is turned on. Atleast there's some progress. Hope it gets fixed soon.

[JamesC]

We are aware of an issue some users are experiencing when using iOS (this does not occur when using the web client or Android). I will post an update when I have more information on this issue.

JamesC