No video when answer Arlo Video Doorbell.

[Jorro]

When Arlo Video Doorbell button is pressed I hear the chime, my phone rings, I can answer ( talk and hear), But no video is showing - only gray screen with the rolling circle.
By the way it is the same with my Arlo Audio Doorbell and the paired camera.
I can answer, I can talk and hear, But no video is showing - only gray screen with rolling circle (like trying to load something). This has been like that for almost a year now with the Audio Door bell. And now the VideoDoor bell doesn’t show video.
I use iPhone XS Max with the latest updates for OS and App.
Any thoughts?

Any

[BigBenAZ]

I had this exact same problem. I reinstalled the app and when it asked for permissions I chose "When using the app" and now it works. I have an Android phone, Samsung S21 Ultra 5G. 

[Barrow]

I setup my door all the other day and same issue others have seen here. Green screen, gray screen, slow response.  After going through a bunch of troubleshooting steps including hard resets, tried connecting to both the base and straight WiFi. 

I have Google WiFi, so logged in a prioritized the Arlo base and the response was instantly fixed. Video you and responsive within 1-2 seconds. Now Google WiFi does not allow you to permanently prioritize a device,   most routers will. 

I ended up using IFTTT, and setup a script that when my doorbell in pressed it prioritizes my Arlo base unit for an hour and it is working great. 

if you are having issues, test this out in your setup, may have to google your router to see how to prioritize a device. 

[PA76]

HI i am having the same grey screen of loading when the doorbell rings and i answer. Is their any solution coming or is this a faulty product and we should all get refunds? 

[beccanels10]

@PA76 I can’t remember exactly what I did... but try going into your settings > privacy > location services > arlo > set it to always. Then try again. If that doesn’t work, let me know and I will try to see what else I tried. (I feel like this is what I did to make it work though)

[PA76]

Hi I already have those settings on and it still doesn’t work for me.. what else did you try? Thanks

[beccanels10]

I also tried removing it and the installing it again. I don’t have mine connected to my base. When you’re installing it, it asks to search for a base station. You want to connect it directly to WiFi, not to the base.

After looking through some threads, it was the privacy to always was what worked for me.

[CoreyKellett]

Go into your modem the address will be on the bottom of your modem and turn off your Internet service providers firewall it keeps knocking out the door bell that’s what I did and it works perfect been working for the last 12 months without any issues now. Was getting very annoying with the delay and the grey screen before.

[Guymagg]

Great advice - that worked.

Thank you!

[Pico_Guru]

Hi Everyone,

My expert Chihuahua technician helped me out with this one.  The grey screens (partial screen, video on and off issues can be solved with the help of your cell phone.  Make sure that you have a WiFi Speed Test application on your phone.  

Step 1- Go to the same spot as your doorbell and CLOSE your front door. 

Step 2 - Connect phone wifi to the same exact one as the doorbell.

Step 3 - Perform a Speed Test, if speed is very low (under 5 up and under 20 down, your WiFi Router is too far from the doorbell)

Corrective Action

Step 1-  If possible, move the wireless router closer to the doorbell (if there's wiring and if it wont ruin the reception with the rest of the house)

Step 2- Retest speed following directions above.  (ALWAYS close your front door)

If you can't move your wireless router buy a decent WIFI Extender or Repeater ($50-$100 US on Amazon).  DO NOT CONNECT THIS NEW DEVICE AS CLOSE TO THE DOOR AS POSSIBLE!

Step 1 - Connect your phone to the 2.4 wifi network in your home.  Begin to walk towards your front door but take speed tests near every outlet.

Step 2 - Plug your Extender or Repeater in as far away from your WiFI router but as close to the doorbell as possible without loosing too much reception 5-10%.

Step 3 - Go to your doorbell and CLOSE your front door.

Step 4 -  Connect your phone to the REPEATER's Wifi and perform a speed test.  I should show at least 6 Up and 20 Down.  Your problems should be solved, as long as your WiFi is pretty consistent from your ISP provider.  (NOTE, WiFi reception is usually best at night so I recommend following these instructions during the day)

Step 5- Change your doorbell wifi to connect to the EXTENDER/REPEATER wifi network (follow Arlo Instructions).

Your Grey Screen issues should either completely disappear or improve significantly.

ONE BIG GOTCHA.

Very thick, heavy doors will block WiFi signal a lot so if you you place the repeater in an area where the signal would have to reach the bell through the doors, you need to find the next best place to relocate your repeater.  If the repeater is in line with glass windows or patio doors, that would be the location of least resistance.  Followed by a wall with very little metal furniture in between the Extender and the Window or at worst a Wall.  Continue to test the speed of the EXTENDER/REPEATER with the door closed and try to find the best placement for the repeater/extender inside your house.  The Extender/Repeater needs to have good reception to your Wifi Router so don't try plugging your Extender by your door, you already know that the reception will be poor at that location.  Ideally the EXTENDER/REPEATER should be approximately half way between the doorbell and your router but there should not be heavy/thick doors/object between the extender and bell.

GOOD LUCK - THIS WORKED FOR ME PERFECTLY, THOUGH IT IS TIME CONSUMING.  

IF NEEDED, HIRE A NETWORK Technician, not a Doorbell installer to install a repeater that will reach your doorbell.  The doorbell installer might not be very versed in wifi reception, obstacles, or repeater/extender installations.  Professional Install seems to run about $100 but may be worth your time and agrevation!

[its_Tricky83]

I have the same issue and have been tackling it since day one. It sometimes works, but rarely, and when it does it's hit and miss with displaying properly.

I've gone through:
4 different phones, both Apple and Android. Currently Samsung S20 ULTRA (16GB ram model)
4 different home routers.
2 different modems.
2 different internet providers.
Multiple SSID configurations.
Multiple different positions of the hub.
3 different cellular phone networks.
Multiple cellular frequencies (3G/4G/5G)

Probably worth stating that I specialise in enterprise networking and wireless solutions.

I've come to the conclusion that this product (Audio Doorbell) is fundamentally flawed and should never have gone to market!

[JamesC]

its_Tricky83,

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC

[Jamesdean1974]

I contacted them. And they have opened a case.

[its_Tricky83]

Right, so... I finally decided we need video proof of this problem:
https://youtube.com/shorts/BAG6DO5xdPI?feature=share

Now, just to be clear:
The only time this issue occurs is when someone presses the doorbell...
... ALL other captures are perfectly fine.
Yes, the hub is about 2m away from the doorbell.
I've tried the hub at multiple lengths from the doorbell, even outside; with the doorbell... As stupid as that may sound.

Fix it!

[ARLO_ROCKS]

The only way to fix it, is to get rid of it!   I returned mine and Amazon made good on it even though ARLO would have nothing to do with the return.  This problem was from day one which is why I incited this post.  I see they did nothing to fix it.  I have the Nest doorbell and cameras and they are 200% better.  No issues whatsoever.  

[LinJ53]

that had nothing to do with it. I have a standard Arlo wired doorbell on the front, works fine, video fine. I have a wireless video doorbell on the back door, works fine, no video when doorbell rings. The router is closer to the back than the front, all other tests are fine and dandy.

[StephenB]

---

@LinJ53 wrote:

 I have a wireless video doorbell on the back door, works fine, no video when doorbell rings. The router is closer to the back than the front, all other tests are fine and dandy.

---

Have you tried reducing the resolution as a test?  Start with the lowest resolution, and if that works then try the middle one.

[Guymagg]

I purchased the Video Doorbell from Best Buy about 2-3 years ago. When first installed, the video worked fine for about 1 month. Then the video stopped working. About 2 months ago the video started working again and still does. One thing I changed that helped was Location to "Always" in the Iphone settings for Arlo app.

[Dammer]

Hallo.
I’m also have problems with gray video on arlo pro 2 cam.
But i tried in settings i arlo app.
My devices, Select your doorbell, And clik the camera to be paired.
That works for me..
now i have video when some one press the doorbell..
hope it’s helps and still works in a month or two..

[beckski11]

5) Go back to App info and turn on Draw over other apps. This has fixed the video on my S10 and my wife's S9 I hope this helps some of you to.

Could you advise where the app info setting is please

[NCooney]

I have the same issue as everyone on here.
When I answer the call, I get a connection right away but no video (just grey loading). Can you please solve this? Is there really no workaround to resolve this? I have tried all the suggested troubleshooting in the thread (reducing resolution, checking iOS settings on my phone).

PS the battery life is awful, lasts a week...

[Guymagg]

What worked for me was turning on Location Services : Settings -> Privacy -> Location Services on the iPhone.. Good luck.

[NCooney]

Thanks for the tip, Guymagg. I had this setting in place already, turned it off and on again and still no joy!

There has to be a solution to this, very poor user experience.

[Jk2864]

I had this problem too, until I turned my iPhone’s VPN off.

[n1976jmk]

Thanks, it’s been over 18 months since I created this post but thanks. I’ve had the all Logitech circle view video doorbell and circle view cameras with Apple Homekit app for last year. I COULD NOT BE HAPPIER AND EVERYTHING JUST WORKS.

[BigBenAZ]

I had this exact same problem. I reinstalled the app and when it asked for permissions I chose "When using the app" and now it works. I have an Android phone, Samsung S21 Ultra 5G.