Arlo door bell has a grey screen.

[Claymoss]

I am on my 2nd Arlo wire free door bell. Whenever someone is at my door and presses the doorbell I get a phone call on all iOS devices. Whenever I answer the doorbell call I get a grey screen. I can use the message button, mute, and hand up, but I never get a video display of who is there. I seen a community chat back In 2021 with these same issues. They updated the firmware and it resolved the issue. I have answered the call on the same wifi, a different wifi, and cellular with no luck. Is anyone else experiencing this on iOS devices? 

[BrookeN]

I sent you a message. 

[StephenB]

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@RodgerB wrote:

How do I dm?

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Click on the envelope icon in the upper right of the forum page.

[BrookeN]

Are you on a iOs or Android device?

[RodgerB]

Android 14

Pixel 8 Pro

[Claymoss]

Tons of people are dealing with the doorbell issues. We are paying for a subscription and not utilizing it to its fullest. Do y’all have any idea on how to fix this? I have dealt with this for months. 

[ShayneS]

@Claymoss I do not have an ETA at the moment, but I will be sure to provide an update as soon as I receive more information. 

[BabyDoll1]

Hello.  I know you said you'd update, but anything yet?  Still a gray screen. I've tried all the posted steps and suggestions and also restart my router again for good luck... Still gray screen. 😫

Thank you

[Claymoss]

I have been told they would be putting out a firmware update to fix the issue… told me they would let me know what that is ready. 

[BrookeN]

Are you still seeing this same behavior?

[RodgerB]

Yes. (It's ben this way for months.)

[Detop]

Experiencing the same issues. Worked fine before.

Tried all steps mentioned in earlier threads.

[BrookeN]

Can you do a reset on the Arlo doorbell. 

https://kb.arlo.com/000062934/How-do-I-reset-my-Arlo-Video-Doorbell-Arlo-Secure-4-0

[RodgerB]

I deleted the device from the Arlo app, reset the doorbell, and added the device back into the app. No change.

[Dublinsecure]

Any update? Very frustrating as it is not worth having at this stage

[Claymoss]

I have not been told anything. It frustrates me that there are more and more people having issues and Arlo does nothing about it. I have even went to a new wifi provider and type and I still have the same issues. It is a product issue and they don’t care to resolve it. 

[BabyDoll1]

After speaking with and performing tests with Arlo's IT, it came to fruition, that the Grey Screen I'm having, when the bell is rang, is "normal" until the ring is Accepted.  Really?!  You will not see the person ringing the video doorbell prior to accepting the ring or declining and then going to a Live view to see them.  Unbelievable.  With Arlo's cost and reputation, their technology is this antiquated...really disappointed, but I'm too invested to leave.  I do have a subscription so at least the accepted ring will be recorded. ugh.😒

[StephenB]

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@BabyDoll1 wrote:

After speaking with and performing tests with Arlo's IT, it came to fruition, that the Grey Screen I'm having, when the bell is rang, is "normal" until the ring is Accepted.  

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When the doorbell is pressed, the phone is called from the Arlo cloud- and like all phone calls there is no media sent in either direction until the call is answered.

Is there a reason why you don't just answer the call?

[Dublinsecure]

Personally, I always answer the call and still get the grey screen. Sometimes it will work when I answer via my Alexa app, but not always. Seems to make doorbell pointless. 

[StephenB]

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@Dublinsecure wrote:

Personally, I always answer the call and still get the grey screen. 

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 I think that's a different issue.

Have you done anything to fix it?  If so, what did you try?

[Dublinsecure]

Hi - I factory reset the system, including the doorbell. I renamed all devices when reinstalling. I deleted the app and reinstalled. 

Would be great to find it's a different and solvable issue!

[StephenB]

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@Dublinsecure wrote:

Hi - I factory reset the system, including the doorbell. I renamed all devices when reinstalling. I deleted the app and reinstalled. 

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Does it matter how the phone is connected?  For instance, 

• when the phone is connected both the mobile data and home wifi?
• when the phone is only connected to home wifi?

Have you tried reducing the resolution in the video settings

[Dublinsecure]

Thanks for asking. It happens on both 5G and Wi-Fi. Good question on resolution... it was set to 1536x1536. I moved it to 720x720 and that did nothing. I also turned off Auto HDR to see if that did anything and it didn't. 

[ShayneS]

@Dublinsecure 

Thank you for the feedback. I will notify the team and report back as soon as I have more info for you. 

[Detop]

My doorbell works as intended now. I can answer the doorbell without it freezing up.

I don't know if it's been updated, but I have changed my phone (RMA, same but new phone, Google pixel 8). We tried firmware update earlier with no succes, so I don't know if anything changed the last month as I was without a phone connected to the doorbell.

[ShayneS]

@Detop Thanks for this update!