iOS grey box when arlo call recieved

[ArloUser3242]

Ever since I installed arlo video doorbell wireless- back in 2022 iirc, when someone rings the doorbell i get a call- when i answer the call there is only a grey box - no video. i also notice when i press the doorbell- the ring doesn’t sound for 5 to 7 seconds later a extreme lag. this still happens in 2025 and i updated our router just to see if any different and it’s exactly the same today. AFAIK- Arlo support has never actually answered this problem with a foolproof fix or firmware update- it’s always the same issue. does anyone at Arlo know if the newer 2K v2 wireless doorbell is any better with the lag and Arlo phone calls that show the actual video feed when a call is answered?

[ArloUser3242]

not sure abt mobile data - BUT I Fixed this! I had Norton VPN turned on - on iPhone. Turn that off and Arlo calls started displaying my video feed again! 

[ShayneS]

@ArloUser3242 

Do you experience this when on mobile data as well? 

[ArloUser3242]

not sure abt mobile data - BUT I Fixed this! I had Norton VPN turned on - on iPhone. Turn that off and Arlo calls started displaying my video feed again! 

[ShayneS]

@ArloUser3242 

Thank you for the update, I'm glad you were able to resolve it. Please let me know if you have any other questions and I will do my best stop assist.