Phone ring, but can't pick up when app is not opened

[ferfas]

Hi there,

I got a replacement for my Arlo Essential Wireless Video Doobell FHD 2K with Chime 2 and managed to connect everything without any issue at this time.

So, connection is done and time to test it.

Chime works ok, and camera is ok as well.

The only bug I found is that the telephone rings, but I there is no notification to pick up the call from the doorbell, so I have to wait till my ring tone finishes to open the app and see who is outside.

I tried uninstalling the app and installing again, resetting the doorbell, reinstalling everything, but no success.

Anyone else with the same issue of phone rings, but can't see call notification to pick up the doorbell call?

Any help would be really helpful.

Kind regards,

Fernando

[jguerdat]

What phone and OS version? Have you rebooted the phone and reinstalled the app? Are all notifications allowed in the phone's settings for the app?

[ferfas]

Hi @jguerdat,

XIAOMI Note 9 Pro

Android version: 12

All 'Yes' for your reply. 

This is already a replacement device as the first one was faulty and now this issue with the call function.

I will try again tonight and see how it goes, but if anyone else had this issue before and would like to share the experience, that would be great.

Cheers,

Fernando

[jguerdat]

Did the first doorbell work for answering the call so it's the replacement one that isn't working? Can you try a different device to see what happens?

[ferfas]

Yep, first one was working with the same call settings and closed app, new one doesn't.

I had a Ring doorbell and worked like a charm, now that I changed to Arlo, can't even install the device outdoor as it's not even working as it should on testing.

Shall I get a refund?

[jguerdat]

Not being able to install when the doorbell is outdoors implies a signal strength/quality issue. That can be caused by your house construction (what is it?), other 2.4GHz wireless devices nearby, etc.

However, I tend to think the new doorbell is faulty. You can raise the issue with official support to see if they will offer an RMA.

[ferfas]

Hi @jguerdat ,

I haven't installed the doorbell outside.

I'm setting up inside, beside the router wireless 2.4Ghz and it's not ringing when the app is closed.

I followed all the uninstall and install again procedures, reset, tried again and nothing.

Cheers,

Fernando

[jguerdat]

I suppose it could somehow be the phone/OS which is rather old but can't prove it. I'd say a replacement doorbell is needed.

[StephenB]

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@jguerdat wrote:

I suppose it could somehow be the phone/OS which is rather old 

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Android 12 was released in October 2021, so I wouldn't say it is "rather old" yet.  Arlo claims Android 8 should work.

• https://kb.arlo.com/000062043/What-are-the-minimum-requirements-for-installing-and-using-my-Arlo-sys...

[ferfas]

Hi @StephenB ,

The phone is just 3 years old and I have Android version 12 in it, plus Arlo app and the device firmware are updated.

I know sometimes that can happen when it comes to incompatibility. As a developer myself, I encounter this type os scenario every single day hehe.

Cheers,

Fernando

[StephenB]

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@ferfas wrote:

The phone is just 3 years old and I have Android version 12 in it, plus Arlo app and the device firmware are updated.

I know sometimes that can happen when it comes to incompatibility. As a developer myself, I encounter this type os scenario every single day hehe.

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FWIW, I agree that the issue is not the age of the phone or the version of Android.

It could be specific to the phone model.  The phone call is an over-the-top SIP (VOIP) phone call, so the issue could potentially be linked to your carrier.

Does it matter if the phone is connected to your home wifi (or not)?

[ferfas]

Hi @StephenB ,

Connected or not connected to the wifi, the call doesn't come up if the Arlo app is not opened.

As soon as the Arlo app is closed, the phone rings, but there is no notification for anything. 

All notifications are set to ON and nothing is blocking it.

When I was using Ring with the same phone, it was working fine.

I installed the doorbell outside and monitoring what is gonna happen.

It's definitely a bug.

[StephenB]

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@ferfas wrote:

Hi @StephenB ,

Connected or not connected to the wifi, the call doesn't come up if the Arlo app is not opened.

As soon as the Arlo app is closed, the phone rings, but there is no notification for anything. 

All notifications are set to ON and nothing is blocking it.

When I was using Ring with the same phone, it was working fine.

I installed the doorbell outside and monitoring what is gonna happen.

It's definitely a bug.

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Have you checked the phone power management, to make sure the app can run in the background?