Gen 2 video doorbell black screen

[Stan777]

Fairly new gen 2 wired video doorbell still under warranty is recording blank ( black screen) videos. There is sound but no video. Am using iOS 18.3.1 on iPhone 16. Have checked both firmwares, rebooted, removed and readded camera in app, decreased resolution. Very frustrating. Any ideas?

[jguerdat]

Use the app to go to Settings, Support to see what official support may offer.

[StephenB]

---

@Stan777 wrote:

Fairly new gen 2 wired video doorbell still under warranty is recording blank ( black screen) videos. There is sound but no video. Am using iOS 18.3.1 on iPhone 16. Have checked both firmwares, rebooted, removed and readded camera in app, decreased resolution. Very frustrating. Any ideas?

---

Does this also happen when livestreaming the doorbell camera?

[Stan777]

No, I can live stream just fine. Video call even seems to work ok. 

[StephenB]

---

@Stan777 wrote:

No, I can live stream just fine. Video call even seems to work ok. 

---

Although this is a pain, you could try removing the doorbell from the account and then do the push-button reset (holding down the pairing button with the release pin or a paper clip until the front LED flashes amber).  Then add back the doorbell.  Details are here:

• https://kb.arlo.com/000062934/How-do-I-factory-reset-my-Arlo-Video-Doorbell-Arlo-Secure-4-0

Although just removing/re-adding the doorbell is supposed to do the same thing, I suspect it doesn't always.

The other option is to contact Arlo support using the support center in the app, and insist on a warranty exchange.  They will require you to pay for shipping the defective doorbell back, they will pay for shipping the replacement.