No video upon answering Arlo Wired Doorbell

[nk47]

Hardware:  AVD1001Ar1.2

Firmware: 1.14.0.0_1189

Affects: iPhone 8 (iOS 15.6), Blackberry PRIV (Android 6, app ver 3.6.9), LG K500 (Android 11, app ver 3.6.9)

Video settings: 720x720 (minimum, though tried all), HDR and NightViz enabled (though tried with them disabled)

As many have reported, video does not work when answering a doorbell call, but I do see video when using the live mode. Since most of those cases ended with "call customer support," I'm at the end of the road with suggestions on the board.

I just bought this but cancelled the subscription to become familiar with the basic feature set (w/o subscription). I did not know cancelling the trial subscription would eliminate support, so I may have to repost on Amazon's Q&A.

[Dannybear]

You could try buying a subscription plan again to see if it fixes the two way video mode.

Reading the article below suggest you should have two way audio at least.

https://kb.arlo.com/000062312/What-options-will-I-have-when-the-Arlo-trial-ends 

[ShayneS]

Hey @nk47

Are you still experiencing this issue with your calls?

[nk47]

Last i checked, yes. As a workaround, I enabled Silent mode and use Live View for video/audio.

I believe @Dannybear  may be correct saying that feature may only work with a subscription. Video worked on calls upon testing after installation, but not thereafter. I didnt plan on keeping the leash so I cancelled the trial on day one after the install

V/R

[ShayneS · Accepted solution]

@nk47

You should have a live stream session after answering the doorbell call. It may be grey while loading, but should turn to a live stream feed after a small delay while loading. I will have a member of my team look in to this for you. I will provide an update as soon as possible. 

[nk47]

Thanks for looking into this.

Just tested (two sep times) the video call feature and:

* worked on both iPhone 8s (app ver 3.6.8) and Blackberry PRIV (app ver 3.6.9_28472)

* didnt work on LG K500 (app ver 3.6.9_28472). Gave it 2+ minutes to load (screenshot) but no dice.

Not sure what changed - all the settings and firmware (major.minor.rev) appear to be the same - but mostly resolved. Will continue testing from time to time.

 

[ShayneS]

Thanks for the update, please keep me posted.

[nk47]

Tested again and still works on the 2 iPhone 8s but not the LG K51. I also tried enabling all Arlo-app permissions on the LG K51 but no worky. 

The juice aint worth the squeeze for the LG. I think I prefer the silent mode now that I've tried that out.

Thanks again!

[ShayneS]

Would you like me to escalate the issue with your LG?

[nk47]

Nah.

Thread summary:

#1 We confirmed doorbell-calls do not require a subscription (so I just unmarked @Dannybear's post as the solution to avoid misinforming).

#2 The hardware-chime + Silent Mode + Live View works across the board. 

#3 Not sure how or what changed, but it seemed to have resolved on its own for all but the LG phone, which isn't worth a round for target practice.

[ShayneS]

No problem, let me know if you change your mind. It sounds like that phone may be limited by OS due to the model or something along those lines