Two-Way Audio In Browser Not Working

[ZeliardM]

Hello,

I have a AVD2001 Doorbell connected directly to Wi-Fi. When using the mobile app, live streaming and two-way audio work fine. When using the web browser on my laptop, I have tried Chrome, Edge, and Firefox. It says that talk is initiated, but nothing ever comes out of the doorbell and the mute and unmute button don't work. I have to close out and try again before it will respond, but trying again still gets no audio. I did some investigating to see what is actually happening during the connection for the two-way audio in the web browser using the built-in browser Developer Tools. It looks like it uses SIP over web sockets for communication to connect and send the two-way audio. The whole process looks like the two-way audio connects, it passes messages and acknowledgements back and forth, then after 30 seconds it sends another keepAlive message and then the response is BYE from Arlo and it closes the two-way audio session. Can someone in support look at this and verify and tell me what am I supposed to do to make this work in my web browser? I don't always have my mobile phone available to me and having this work in my browser from my laptop while away from the house is a must have.

[StephenB]

The mods might be able to escalate.  But if you have a subscription, you might also report this to Arlo support (using the support center in the app).  They will likely want you to reset and reinstall the doorbell though.

Are you testing this at home?  If you are on a work network, then it is possible that traffic is being blocked by the enterprise firewall.  So I suggest getting it to work at home first.

Just wondering - if you talk at the doorbell, are you hearing the audio in the laptop speakers?

Also, just in case you haven't done this already - it might be worth checking that the site settings allow the browser to access the laptop mic.  Maybe also check the laptop microphone input level.  

[ZeliardM]

I’m hoping a mod can escalate as I do not have a subscription. I bought it second hand, but have already factory reset and it was a fresh install/add to my account last night.

I am testing at home, on my personal laptop. I have other Arlo cameras that work with the two-way audio in the browser, this doorbell does not.

Yes, I can hear audio from the doorbell in the browser when watching the live stream.

Yes, all browser and laptop settings are correct. I have other Arlo cameras that two-way audio work with in the same browser on the same laptop on the same network.

Just answering questions, I know you’re trying to help and I appreciate it!

[StephenB]

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@ZeliardM wrote:

Just answering questions, I know you’re trying to help and I appreciate it!

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Well, you've checked the obvious stuff (which I expected, given your use of developer tools).

The only one I forgot to mention was to make sure that the microphone is turned on in the doorbell device settings.  (I'm guessing you checked that too, so this is a "just in case").

I'm hoping the mods - @BrookeN , @JamesC , @ShayneS ) can help.

[ZeliardM]

Yep, lol, it works through the mobile app too.

Not a problem, hopefully they can provide some insight.

[BrookeN]

Thank you for bringing this to our attention, we have reached out to our development team to investigate this behavior. I will provide an update as soon as possible. 

[ZeliardM]

I can no longer log in to my Arlo App or Web Portal all of a sudden.

It gives me an Error Code 400 Error 1110: Unknown Error.

Please advise.

Thanks!

[ZeliardM]

I am using a secondary account to try and chat with support to get the issue resolved.

[BrookeN]

Is this on the app or web portal? If it is on the app can you please uninstall and reinstall the app? If it is a web browser are you able to log into the account using a different browser?

[ZeliardM]

Brooke,

It's both. I have reset my password, tried clearing browser caches, tried Chrome, Edge, and FireFox. Uninstalled the app, reinstalled. Made sure everything was updated. I can use the same username and password to log in to the community portal here and the main arlo.com website, just won't work on the my.arlo.com or the app.

[ZeliardM]

Brooke,

I finally got back into my account.

Let me know if there’s anything else that I need to do about the 2-way audio issue.

Thanks!

[BrookeN]

The two-way audio is still being investigated. I am happy to hear that you were able to get into the account. 

[ZeliardM]

When should I expect an update about the two-way issues?

Thanks again for all your help!

[ZeliardM]

@BrookeN Has there been any update on the two-way audio issue yet?

[BrookeN]

Can you please do a screen recording for me as well as a time stamp of when the recording took please.

[ZeliardM]

I can see what I can get pulled together, do you want me to send it via PM or is there somewhere for the case I can upload it to?

[ZeliardM]

@BrookeN I sent you a PM with a private link to download the screen recording.

[ZeliardM]

@BrookeN Any update from support?

[BrookeN]

They are investigating this currently. I will reach out to you as soon as possible.