Doorbell doesn't syc

[RuiWangGraves]

My doorbell doesn't syc with my base station

[StephenB]

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@RuiWangGraves wrote:

My doorbell doesn't syc with my base station

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What specific doorbell model?

What specific base station model?

Does the doorbell connect to your home wifi?

[RuiWangGraves]

Doorbell Mod: AVD2001

Base station SN: A9W32777D037C

Thanks

[StephenB]

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@RuiWangGraves wrote:

Doorbell Mod: AVD2001

Base station SN: A9W32777D037C

Thanks

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Can you provide the base station model (there should be a label that starts with VMB).

This is a user-to-user forum, so the serial number isn't useful.

[RuiWangGraves]

My Base station model #  VMB5000 NA. 

thanks

[StephenB]

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@RuiWangGraves wrote:

My Base station model #  VMB5000 NA. 

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That should work.  Did you try resetting the doorbell?

• https://kb.arlo.com/000062346/How-do-I-reset-my-Arlo-Essential-Video-Doorbell

[RuiWangGraves]

Yes. I did push the pn in the reset hole for 15 second. 

What is the range of base station to the doorbell when they are syncing? 

Can I talk to someone working Arlo? the chat is not working.

Thanks

[StephenB]

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@RuiWangGraves wrote:

What is the range of base station to the doorbell when they are syncing? 

It depends on the signal quality.  If the base is near your router, you can get some idea by measuring your wifi speed and packet loss with speedtest.net (the free ookla app).  Turn off your mobile data during the test, to make sure you are using wifi.  

[RuiWangGraves]

Hi Guru

Before my doorbell was connceted with an older router directly.

I just changed a router. the new router is 5GHz. Is that the problem?

I am trying to connceted the doorbell to the base station this time. the base station is connect with the new router fine. All the comeras connceted with the base station are OK too. Why should the doorbell not to connceted with the base station? Do you have a doorbell OK to use 5Hz router speed?

[jguerdat]

Virtually any new router supports both 2.4GHz and 5GHz bands. However, the router has nothing to do with the WiFi connection since you're using a base which connects via Ethernet. The doorbell connects to that base which supplies its own WiFi for only Arlo cameras.

Generally, all you needed to do with the new router is to turn the base off, connect the Ethernet cable to the router and turn the base back on. It sounds like you removed the various devices from your account instead. Is that true? Is the doorbell still listed as a device in your account settings? If so, you need to remove it from your account before you can add it back. You can try the doorbell reset procedure:

https://kb.arlo.com/000062346/How-do-I-reset-my-Arlo-Essential-Video-Doorbell

[RuiWangGraves]

Hi

I did reset on the doorbell. It did not make a difference.

I read this for the doorbell manual:

Connect your mobile device to a 2.4 GHz WiFi network during setup
If you’re connecting your Essential Wire-Free Video Doorbell directly to your router’s WiFi
network, it’s important to understand that your mobile device must connect to the same WiFi
network as the doorbell during setup.
Your doorbell can only connect to a 2.4 GHz WiFi network. Many routers broadcast WiFi
networks in both 2.4 GHz and 5 GHz bands, so your phone might connect to the 5 GHz WiFi
band. During setup, connect your phone to your 2.4 GHz WiFi network, then connect your
Video Doorbell to that same 2.4 GHz WiFi network.

It looks like that my new router All-Fi hub from ATT is 5GHz only?

[StephenB]

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@RuiWangGraves wrote:

It looks like that my new router All-Fi hub from ATT is 5GHz only?

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AT&T unfortunately doesn't provide a proper datasheet or a manual. But the CGW450 All-Fi gateway is dual band (2.4 ghz and 5 ghz).  

It should be possible to log into the web interface, and look at the wifi settings. Enter 192.168.1.1 in your browser's address bar and then enter the default username and password (admin/admin).

But w/o a user guide, I can't give any guidance on how to find the wifi settings (or what control options they give you).

[RuiWangGraves]

Hi Guru

Is the white dot with purple heart at middle is sign of malfunction?

[RuiWangGraves]

Hi Guru

I can't attach a photo here. 

On the doorbell front panel between the camera and button, about middle, there is a approximate 2mm round window. it is white with a purple heart at middle. I think it was dark color before. Is this the sign of doorbell malfunction?

thank a lot.

Rui

[RuiWangGraves]

Hi Guru

I can't attach a photo here. 

The amber light sensor on the doorbell front panel is white with a purple heart at middle. I think it was dark color or something different before. The sensor doesn't do anything during syncing process. Is this the sign of doorbell malfunction? How do I fix it?

thank a lot.

Rui

[StephenB]

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@RuiWangGraves wrote:

I can't attach a photo here. 

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You can attach jpg/jpeg or png.  heic needs to be converted.

[RuiWangGraves]

the sensor at middle doesn't do anything during syncing process. Maybe the doorbell is malfunction already?

[jguerdat]

The round "dot" in the middle is the IR LED used for night vision. It shouldn't do anything when onboarding the doorbell.

[RuiWangGraves]

My phone recognizes the doorbell QR code. During the syncing, the doorbell rang. But after I hit continue it searches a long time and could not find the doorbell device. 

I don't know what to do

Rui

[jguerdat]

2 things:

1) Reset the doorbell:

https://kb.arlo.com/000062346/How-do-I-reset-my-Arlo-Essential-Video-Doorbell

2) Make sure your router's SSID and password don't have non-alphanumeric characters.

[RuiWangGraves]

Hi Guru

I did everything according to your instructions. the doorbell still doesn't work.

I deleted cameras too. I have synced them back without any problem.

I ordered the doorbell on 4/11/2023. What is the warranty period?

[StephenB]

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@RuiWangGraves wrote:

What is the warranty period?

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It varies some in different countries, but AFAIK is always at least 12 months.

Have you tried paid support?

[RuiWangGraves]

Hi Guru

I have only purchased the doorbell online. I don't know that I need to buy anything else.

How to replace it? Whom should I contact to?

[StephenB]

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@RuiWangGraves wrote:

I have only purchased the doorbell online.

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When you posted 4/11/2023, did you mean 11 April 2023, or 4 November 2023?

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@RuiWangGraves wrote:

I don't know that I need to buy anything else. How to replace it? 

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I didn't suggest replacing anything or purchasing anything else, so I am not sure I understand what you are asking.

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@RuiWangGraves wrote:

Whom should I contact to?

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Paid support does require a subscription, and if you have one, then you contact support through the app.

If you have no subscription but are interested in a warranty exchange, then the mods here ( @JamesC, @BrookeN , or @ShayneS ) can assist you in getting in touch with them.

That said, at this point it is hard to tell if the doorbell is actually defective. 

[RuiWangGraves]

I am American. 4/11/2023 is April 11, 2023

I do have subscription. I will find help from there.

Thanks