Doorbell alerts but no video in the library

[DavidMcIntosh]

Hello,

I have  been having an intermittent issue with content being visible in the library.

Firmware: 1.2.0.0_428_10a4adb_683e3b5

My device has full wifi with no record of the device going offline.
when the doorbell is pressed i get call through the app but unable to see video..

there is no video in the library for the same period on the app or logged onto the webpage

[JamesC]

DavidMcIntosh,

Do you have an active Arlo Smart subscription or trial? For content to be saved to the library, an Arlo Smart subscription is required.

JamesC

[DavidMcIntosh]

I am still on trial until 15th March, given the current state of play im unlikely to purchase.

[heckler96]

Yes, I have the same issue too.

Weirdly, I can view live, record without any problem.

Just not when the button being pressed.

I have narrowed down to the wifi 2.4 with channel 6 at my area. 

Just a blank screen when someone at the door.

Really frustrating. Just hoping the firmware to fix this to be out soon.

Also, cannot answer thru Google Hub. None from Homekit.

I really think Arlo can do better rather than releasing a half cooked product.

sigh...

[JamesC]

heckler96,

Try reducing the resolution and test again to see if you experience the same behavior.

You can find this by logging in to your Arlo app and navigating to Settings > My Devices > select your doorbell > Video Settings > Video resolution.

JamesC

[heckler96]

Hi James,

Thanks for the tips, 

Yes, I have tried. currently at the lowest available ie 720p

Also, "if" in order to get this to work at 720p, I will pick "other" doorbell.

At the moment, it's just a glorified wireless video doorbell that cannot answer call.

My ticket 42253364

This was reported since 25/12/2020 and currently still waiting for my replacement.

I felt Alro can do much better than this.

I have Pro2 & Audio doorbell for more than a year now and it's been good.

Just didn't expect this upgrade can be that bad.

I have checked my network (in case you need to know)

Orbi RBK50 router

Speed 100/40 

running on IOS

also tried on Android device with the same result.

I hope some one can update the status.

Tan