Doorbell video stream corrupted when answering call

[becky_s]

I’ve just installed the wire-free video doorbell. The video stream is working just fine when viewed live or when triggered by the motion sensor, but it corrupts when I answer a call. The screen is grey with a spinning wheel of doom, then on playback I lose the whole of the bottom half of the picture to green screen or lines. Would be very grateful for any ideas on how to fix this.

[StephenB]

Have you tried reducing the resolution (as a test)?

[TCLIII]

Same issue. Reducing resolution doesn’t help. Connected to Base Station, strong reception, works fine when live. Just no picture when someone rings the doorbell. Pointless then.  

[TCLIII]

Doesn’t help. 

[JamesC]

TCLIII,

What model mobile device are you using and with which carrier? Is the behavior the same when the device is connected to mobile data and WiFi?

JamesC

[TCLIII]

Using IPad Pro 2021 and IPhone Pro 13 Max. Cell Carrier is non US. Same issue whether cell or connected to same Wi-Fi as doorbell. 

Cameras work fine. All cameras and doorbell connected to Base station. When click on Doorbell, see live video no problem. Just not when someone rings doorbell. Just grey screen. 

[becky_s]

Hi JamesC, a reply to the original post would be nice!

[JamesC]

becky_s,

Did you try reducing the resolution as suggested?

JamesC

[DerHerzog]

This has been an issue I've been dealing with for 18 months. Everytime I think it's fixed, the issue reoccurs a week or so later.

They've even sent me a replacement doorbell - same issue. It's clearly a firmware problem. 

Arlo support has been woefully inadequate at providing a solution and have yet to provide any financial compensation, despite a broken product. 

I just contacted them AGAIN this morning...

[jguerdat]

Have you tested the doorbell by bringing it inside temporarily?

[dclayman1]

I’m having the same issue.  Someone came to my door and rang the doorbell which chime works fine.  I tried answering it and camera would not show who was at the door just a grey picture.  Sometimes when it does work my video is all pixelated. I wish Arlo would fix this issue 

[JamesC]

For those still experiencing this issue after exhausting the troubleshooting listed here. I recommend contacting Arlo Support through the Arlo Secure mobile app under Settings > Support to open a ticket for further investigation.

JamesC

[DerHerzog]

James, I've had multiple tickets open over 18 months... there are only so many one can open...

Can we get someone to escalate this?

[JonathanT]

I too have had multiple tickets and replies usually going around in the same circles. Does the Arlo doorbell simply not work on Australian mobile networks? Surely this requires a patch!!