Chime 2 unavailable

[Kimberlygreven]

Ever since updating to the new arlo software my chime 2 stopped working, I reset it, removed and re-added it, it’s connected and online in arlo app but when I try to pair it to my audio doorbell OR my essential wireless video doorbell I click +add chime and nothing/no devices are displayed for me to click on and save. Customer support was no help whatsoever, can anyone help me?

[jguerdat]

Describe your steps in detail as you try to pair it. Screenshots of the chime and doorbell settings may be useful. Have you rebooted the various devices including your router/hub?

[Kimberlygreven]

 

 

 I have reset all of my devices including smart hub, we recently had a power outage and when it was restored the arlo new update message popped up so I updated it and ever since my chime originally would not connect, but that was Telstra modem issues so once I sorted that I fixed it and re added it but now every time I try to pair it with the doorbell it’s not listed even though it’s clearly there in my devices??……

[jguerdat]

It's not clear to me what you're doing to pair the chime with the doorbell. You need to use the DOORBELL settings to choose the chime. Is that what you're doing?

[Kimberlygreven]

https://share.icloud.com/photos/0b0Kr3uLtpgecdEkjJEYJ989A 

I’ve just done a screen recording but won’t let me upload it, only as iCloud link

[jguerdat]

I'm not sure what you're showing. I see the "garage" as offline. Is that the problem?

As for the chime, we need to see how you're attempting to pair the chime with the doorbell.

[Kimberlygreven]

It shows me clicking on the doorbell, scrolling down to pair chime and then when I click that no chime is available at all there’s nothing for me to click on! I don’t understand how your not seeing what I’m saying

[StephenB]

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@Kimberlygreven wrote:

It shows me clicking on the doorbell, scrolling down to pair chime and then when I click that no chime is available at all there’s nothing for me to click on! I don’t understand how your not seeing what I’m saying

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@jguerdat didn't realize the icloud link was a video, and was just looking at the initial frame.

Have you tried Arlo support (getting phone support via the support center in the app)?

[jguerdat]

I've tried playing it multiple times with no success on my Chromebook using Chrome. Still can't see it actually play.

[StephenB]

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@jguerdat wrote:

I've tried playing it multiple times with no success on my Chromebook using Chrome. Still can't see it actually play.

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Did you try downloading it?

[jguerdat]

Downloading worked. Another Apple weirdness.

Back to the issue. Could be an account or chime issue. Replacing the chime would be easiest but make sure you have a return privilege. If you want to take the hard road, remove a doorbell and the chime from your account and create a 2nd account to see if they work there. I suppose you could try removing a doorbell and chime and reconnect them to the original account to see if it's somehow a doorbell problem.

[Kimberlygreven]

Thank you!!

and yeah I have unfortunately, I had already done everything they told me to do, so was a bit of a waste of time, I might try calling them during their working hours though and see if that gets me anywhere, just hate being repeatedly asked the same questions over and over again, like yea I have tried turning it off and back on I’m not stupid, 

have you had any similar issues or?

[Kimberlygreven]

And yeah believe it or not I have actually tried that,

it’s ever since the new update came out, which I did, now it just won’t work, hoping they fix the issue if it’s a software thing, I’ve had them for a little over 2 years now and have always worked perfectly prior to the update

[jguerdat]

I haven't onboarded a chime in a while but had no problems. It's still working fine although that doesn't help you.

[ShayneS]

Hi @Kimberlygreven 

Thank for the feedback, are you still experiencing this symptom with onboarding your chime 2? 

[Kimberlygreven]

Yes I am, but I only just found out another issue since the update, I was pushing my doorbell button so see if my chime would work and when it didn’t of course, I answered it on my phone but the minute I “slide to answer” it hangs up on itself, so I pushed/rang it again and yet again when answering the video doorbell it just won’t connect ends the call, not impressed with the new update whatsoever, also animated previews (which used to work fine before update) has also stopped working when I get notifications 😒

[ShayneS]

@Kimberlygreven '

Okay, I see You were able to add your Chime 2 successfully?

For your additional concern, have you tried removing and reinstalling the app and is this symptom occurring on Wi-Fi or mobile data? regarding the call crashing.

Which version of the Arlo app are you using?