Arlo Wireless Doorbell - on a current plan but I'm not getting any recordings

[rsenter]

My Arlo wireless doorbell is on a current plan but I'm not getting any recordings. It detects motion when I perform the test and I can refresh it to "live" status on my app but it doesn't record video. I connected the wireless chime and that works too when the doorbell is pressed.

[StephenB]

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@rsenter wrote:

My Arlo wireless doorbell is on a current plan but I'm not getting any recordings. It detects motion when I perform the test and I can refresh it to "live" status on my app but it doesn't record video. I connected the wireless chime and that works too when the doorbell is pressed.

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Can you make a manual recording while livestreaming?

Have you checked the doorbell mode (making sure it is armed)? 

[rsenter]

Yes, I checked and all my devices are armed including the doorbell. I also tried another livestream test today and it shows me approaching the door the door but it still doesn't record.

[StephenB]

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@rsenter wrote:

Yes, I checked and all my devices are armed including the doorbell. I also tried another livestream test today and it shows me approaching the door the door but it still doesn't record.

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Did you try making a manual recording while livestreaming?

[rsenter]

Yes, I can record when in livestream mode but it still doesn't work when it's armed and not in livestream mode.

[StephenB]

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@rsenter wrote:

Yes, I can record when in livestream mode but it still doesn't work when it's armed and not in livestream mode.

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Good.  

Have you tried maxing the motion sensitivity for the rule in the doorbell?

[rsenter]

Yes, I checked the sensitivity and it was set at 45% so I cranked it up to 100% and did another test. It still is not recording video.

[StephenB]

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@rsenter wrote:

Yes, I checked the sensitivity and it was set at 45% so I cranked it up to 100% and did another test. It still is not recording video.

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And the motion detection test passes?  https://kb.arlo.com/41/How-do-I-change-the-motion-sensitivity-on-my-Arlo-camera

Note the threshold used in the test is only for the test - you need to set the operational threshold in the mode/rule.

[rsenter]

Yes, the motion detection will pick up someone at the doorbell when in Live mode and I can manually record and that video will save in the library but it won't record on it's own.

[StephenB]

The motion detection test passes?

Have you tried changing the motion sensitivity in the doorbell rule?

[rsenter]

Yes, it is set to 90 (High). Is it possible the doorbell is defective and can I request a replacement? Should I go through an entirely new install?

[StephenB · Accepted solution]

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@rsenter wrote:

Yes, it is set to 90 (High). Is it possible the doorbell is defective and can I request a replacement? Should I go through an entirely new install?

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If you haven't tried removing/reinserting the battery, then do that first.  If that doesn't help, then try a factory reset - that could help.  https://kb.arlo.com/000062346/How-do-I-reset-my-Arlo-Essential-Video-Doorbell

If this is just purchased, you likely will find it faster/easier to exchange it with the seller.  Of course if you are out of the return window, you'd need to contact Arlo support for a warranty exchange.

[rsenter]

I took the battery out and reset the doorbell. It appears to be working correctly now.