New low for Arlo Support - doorbell will connect to WiFi, then go off line after a few minutes

[R5Ryder]

Been having issues with this doorbell where it will connect to WiFi, then go off line after a few minutes, then re-connect in a couple of hours.  I have other Arlo cameras on the same WiFi, connected to the same node, and only the doorbell has an issue.  Anyway, I just tried to use the "chat" feature, and selected "doorbell" as my product, and NONE OF THE PRODUCT OPTIONS WERE ACTUALLY DOORBELLS!  Since I couldn't select my product, it disconnected me.  I tried three times, and despite selecting "doorbells", I was unable to actually select a model number that corresponded to a doorbell.

I've had multiple support cases, sent over logs, and have NEVER heard anything back specific to what's in the logs.  What is the point of requesting logs if they're not read?  I have logs from my router too, which show that the doorbell disconnects itself (while the other devices are online and using data), but the Arlo people never actually looked at my logs.  Now their chat bot won't even allow you to proceed because of bugs.

Arlo folks - if you're reading this, I don't say this lightly.  I'm in support myself, and I know what it's like to be crapped on by customers.  But the support you provide is absolutely unacceptable, and while your individual people are nice and knowledgeable, the fact that nobody could even look at the logs that they requested is beyond aggravating, and the fact that now your bot doesn't even allow you to proceed is even worse.

I have new logs.  I just want someone to take a look and tell me what the error is so that if it's on my end I can take care of it.  That's all.

[R5Ryder]

It’s irrelevant, since it just went offline again and nothing’s working. It’s still putting out 19v so I’m completely stumped. Going to change transformer and contact support if that doesn’t resolve it.

Really hoping the logs have something that helps pinpoint the cause more specifically. My suspicion is that there’s just going to be gaps in them since if the thing is turning off or is offline I don’t see how it could send log info.

[Rrlinsal]

Hey R5Ryder, did you ever get this resolved? Been having same issue the last 2 weeks. Doorbell had been working fine for almost 2 years; router etc still in same location etc; 16V transformer tested at both camera and at the source. Support told me to buy a new doorbell; mine is out of warranty. Appreciate any feedback.

[Rrlinsal]

Hey James C, did you ever get this resolved? Been having same issue the last 2 weeks. Doorbell had been working fine for almost 2 years; router etc still in same location etc; 16V transformer tested at both camera and at the source. Support told me to buy a new doorbell; mine is out of warranty. Appreciate any feedback.

[Rrlinsal]

I've put this in the case as well..

At 116 pm doorbell was offline/no connection reported by the app;
I went outside and pressed doorbell.
Doorbell rang and white lights flashed twice and door bell made a tone;
Camera recorded video and uploaded to library however camera appeared to still be offline/no connection in the app.

Camera then showed in the app as being online approx 6 minutes later at 122pm;
At that time I pressed play/live from the Arlo app to connect to camera; app tried to connect to door bell however the app did not show/play live feed from doorbell but rather went back offline after trying to connect (approx 30-45 seconds) at about 123pm

The doorbell apparently recorded a video b/c the thumbnail shown in the app changed from the prior/last recorded video to a new one. However no new video was uploaded or stored in the library; (please note that the doorbell is direct connected to WiFi and not through a base station that is used for my other cameras)

[msqva]

Ref: https://community.arlo.com/t5/Arlo-Video-Doorbell/Doorbell-will-connect-to-WiFi-then-go-off-line-aft...

I have been experiencing many of the same issues discussed by R5Ryder in the referenced thread.  I have had the doorbell nearly 2 years with no real problems until a few weeks ago.  After going through all the recommended steps yesterday, it still was not working.  Voltage checked at 17.8 at doorbell.  Later in the evening it inexplicably start to work again.  However, the router showed it to be offline.  This morning it was still working, but stopped again around noon.  Now the router shows it online with a strong wifi link, but the Arlo Secure App shows it offline.  I am about ready to put back my doorbell button and sent it to recycling!

[JamesC]

The development team is working on a new firmware release to address the intermittent offline issues that some AVD customers have reported. This firmware is currently being tested. I will provide an update when this firmware becomes available for release.

JamesC

[R5Ryder]

This is needed ASAP. I upgraded my transformer to 24v and the doorbell behaved like before. It would stay online unless I made ANY settings change, then go offline. I had it stable for around 10 weeks (but using suboptimal settings) then all of a sudden now it’s offline again.

BUT - despite being offline and not recording, it still calls my phone when someone rings it, so it’s clearly NOT offline, but I can’t access any recordings or do anything in the app.

And if course, this happened exactly as my new doorbell hit the 90 days, so support (that doesn’t even read logs anyway) can’t help.

Are these things designed to work for 90 days and then break? I’m facetious of course, but it really sucks. The doorbell is absolutely online - my router can see it working - but it’s not recording or letting me access anything.

[R5Ryder]

This is seriously frustrating because there’s nothing I can do at this point. I’ve purchased two of these things and they can’t stay online despite every other device, including the Arlo cam right next to it, being fine. I upgraded and tested the transformer, and the doorbell rings/calls (though only when set to digital chime, which doesn’t make sense), but it’s always offline in the app. Given the posts here and on Reddit, I’m not sure how anyone could recommend these products.

Also - why can’t support look at log files? They asked me for them back when I had a case but never read them, then I supplied them to you months ago, and they still never read them. I really don’t think it’s asking too much.

[Rrlinsal]

James, when can we expect this fix ? I'm with R5Ryder on this. Super frustrating it isn't revolved yet. Support providing recommendations that aren't resolving. Went so far as to tell me to buy a new doorbell since mine is just out of warranty. App shows offline, however camera records but doesn't notify nor can I manage the device. REcent updates to sw seems to have caused this issue. I am getting to a point where I'd like my monthly subscription credited for June and July and until this gets resolved.

[JamesC]

Rrlinsal,

There has been positive results with the firmware currently being tested that should alleviate the symptoms being described here. We expect this firmware to be available soon. I will provide an update as soon as I have more information.

JamesC

[cxagent]

I too have been having the same issues.  I'm on my second doorbell and now it too just randomly went offline.   This seems to be happening more often than not. 

[jsaus63304]

Similar issues here too.  My doorbell is about 2 years old too.  Is that the expected lifetime?  Hopefully, it is just an update away from working properly again.  

[Rrlinsal]

Jamesc..
While I don't think I received a firmware update to the doorbell, the app seems to be behaving the last week+. Perhaps some server side bug fixes have been deployed that have alleviated the issue I was experiencing. I will keep you posted and will look to report back in another weeks time ...

[R5Ryder]

any update on the firmware?  I'm now on a brand new one that they sent as an RMA and just like the previous ones it instantly goes offline... then comes on... then goes off... and so on and so forth.

I honestly forget if I've already posted this, but I've observed the following behavior:

1) once it initially connects, I have to instantly switch to 1080p, disable push notifications, and make sure digital chime is selected (even though I have a mechanical one.)

2) make absolutely no other setting changes.  If I switch to mechanical chime, poof - it's offline.  If I switch to 1536p, poof - it's offline.

It's a shame because 1536 was noticeably better than 1080, but since around a year ago, 1536 just stopped working (actually the whole  thing basically stopped working, but at least I can keep it online most of the time if I keep it on digital chime and 1080.)