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51

Troubleshooting

Video Doorbell

User Manual

The Arlo app doesn’t find the doorbell

during setup

After your doorbell scans the QR code in the Arlo app during setup, the Arlo app
attempts to discover your Arlo Video Doorbell on the same WiFi network that your
phone is connected to. Since the doorbell connects to 2.4 GHz WiFi networks, during
setup you must connect your phone to the same 2.4 GHz WiFi network.

If the Arlo app doesn’t discover your doorbell during the setup process:

1. Check the doorbell LED to see what went wrong.

•

Doorbell LED flashes yellow for 10 seconds

. The doorbell can’t connect to

the WiFi network. Make sure that you enter the correct WiFi settings for your
2.4 GHz WiFi network. The WiFi network name (SSID) and WiFi password are

both case sensitive. MyWiFiPassword is not the same as mywifipassword.

•

Doorbell LED flashes white for up to 10 hours

. The doorbell connected to a

WiFi network, but it is not on the same WiFi network as your phone. To correct
this situation, connect your phone to the same 2.4 GHz WiFi network as your
doorbell.

2. Check your phone’s WiFi connection.

During setup, your phone must connect to the same 2.4 GHz WiFi network as your
doorbell.
Many WiFi routers broadcast in both the 2.4 GHz and 5 GHz WiFi bands. Your
home network might include two WiFi networks, or even three if you have a guest
network.
• In your phone’s WiFi settings, look for your WiFi network name that ends in

2, 2.4, or 2G and connect to that network. For more information, see

your mobile device to a 2.4 GHz WiFi network

• Your phone might automatically connect to cellular data. To keep this from

happening, make sure that Wi-Fi Assist and Adaptive Wi-Fi features are off
on your mobile device. These features allow mobile phones to automatically
switch between WiFi and cellular network Internet access.

• If you use a VPN or WiFi extender, disconnect it during the WiFi setup process.

3. Check your WiFi router’s Internet connection.

After your doorbell connect to the same WiFi network as your phone, the Arlo app
needs to access your Arlo account in the cloud in order to add your doorbell to
your Arlo account.

If your doorbell is still offline, visit Arlo Support

www.arlo.com/en-us/support/

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Содержание Audio Doorbell

Страница 1: ...Wired Video Doorbell User Manual ...

Страница 2: ... Tips for optimal WiFi performance 15 Test motion detection 15 Control when your doorbell detects motion 16 3 Use Your Video Doorbell 17 Answer your Video Doorbell from your smartphone 17 Accept a call from your Video Doorbell 17 Respond to a visitor with a Quick Reply 18 Play a message from a visitor 19 Turn Silent mode on and off 19 Turn the Video Doorbell off and on 19 Control the LED 19 Change...

Страница 3: ...evice information 37 Remove a device from your account 38 Restart the Video Doorbell from the Arlo app 38 6 Modes Rules and Alerts 39 Modes 39 Select a mode 40 Mute Notifications 40 Rules for modes 41 Change motion sensitivity 41 Automatically stop recording when motion stops 41 Manage alerts 42 Schedule your rules 42 Set up Arlo Geofencing 43 Geofencing with multiple mobile devices 45 Use your Vi...

Страница 4: ... I press the doorbell 54 Video Doorbell LED doesn t light 54 Power interruption notification 55 Remove the Video Doorbell from its mount 55 Reset the Video Doorbell 56 Can t see video streams in a browser 57 WiFi signal interference 57 Not receiving push notifications 57 Troubleshoot Arlo Geofencing 59 ...

Страница 5: ...ideo Doorbell uses your existing doorbell wiring for continuous power Features HD Video See a clear picture in every detail through your doorbell s high performance lens Motion Detection and Alerts Receive alerts when motion is detected Video Call Calls your phone directly so you never miss a visitor Night vision See who s at your door at night even without a light on 180 Viewing Angle See a perso...

Страница 6: ...ing If you need further help contact a local electrician or professional to assist you Arlo has also partnered with HelloTech to provide nationwide professional installation services for the Arlo Video Doorbell Visit www Hellotech com arlo to learn more Get the Arlo app Download the Arlo app The Arlo app lets you create an Arlo account in the cloud and set up and manage all your Arlo devices Note ...

Страница 7: ... as leaving a message on the Arlo Audio Doorbell Yes If no action has been taken 20 seconds after a doorbell press the visitor is prompted to leave a voicemail This also happens when you decline a doorbell call You must have an Arlo Smart plan for users to access voicemail prompts You can enable the voicemail feature through Leave your message under Call Settings Is the Arlo Video Doorbell compati...

Страница 8: ...transformer that powers your existing doorbell before installing your Arlo Video Doorbell If the transformer s voltage isn t 16 24 VAC you must upgrade your transformer before you use the doorbell You can check the voltage level of your doorbell transformer by one of these methods Use a multimeter to test the voltage A multimeter is an electronic tool that measures the precise voltage level of you...

Страница 9: ...VAC you can use the Arlo Video Doorbell with your current doorbell transformer If the voltage level is lower than 16VAC or the transformer is underpowered less than 10VA then consider having the transformer replaced by an electrician or a professional service provider Check the voltage level printed on the doorbell transformer A doorbell transformer is a device that steps down your household AC vo...

Страница 10: ...f the browser Install the Power Kit in your chime box The Power Kit ensures that your Arlo Video Doorbell receives consistent power The Power Kit is required for the Video Doorbell to function reliably and prevents your chime from ringing when the Arlo Video Doorbell is recording or live streaming Note If your chime box uses only batteries it is not compatible with the Arlo Video Doorbell Before y...

Страница 11: ...void as illustrated in the Arlo app Install your Video Doorbell You need The items that came in the Arlo Video Doorbell box Phillips screwdriver Optional power drill After installing the Power Kit in your chime box follow the steps in the Arlo app to install your doorbell The Arlo app guides you through installation in this order 1 Turn off your power at the breaker Warning Failure to turn off you...

Страница 12: ... Turn on power at the breaker 6 Check the LED on the front of your Arlo Video Doorbell See LED during setup on page 14 7 Connect your Arlo Video Doorbell to your home network s 2 4 GHz WiFi Use the optional wire extensions Two identical wire extensions and fasteners come in the package with your Arlo Video Doorbell If the existing wires for your doorbell are too short to connect your Arlo Video Do...

Страница 13: ...the fasteners The fasteners funnel and secure the wires together 5 Attach the extended wires to your Arlo Video Doorbell 6 Tuck the wire extensions and the fasteners into the wiring cavity in the wall behind your doorbell If there isn t sufficient space you may need to use the angled mounting plate to create additional space behind the Arlo Video Doorbell 7 Place your Arlo Video Doorbell onto the ...

Страница 14: ...d chime with one that offers 16 24 VAC with 10VA minimum Flashing amber Your Video Doorbell didn t connect to your WiFi network During setup make sure that your phone and doorbell connect to your 2 4 GHz WiFi network Flashing white Your Video Doorbell is scanning for a QR code attempting to connect to WiFi or attempting to connect to the Arlo network If your doorbell LED continues to flash white f...

Страница 15: ...terials can reduce WiFi signal strength if they are located between WiFi devices Unusually thick walls and ceilings Brick Concrete Stone Ceramic Glass especially mirrors Metal Large quantities of water such as the water in a fish tank or water heater Test motion detection You can use the motion detection test to find the right motion sensitivity setting for your doorbell 1 Open the Arlo app 2 Tap ...

Страница 16: ...our Arlo Video Doorbell detects motion and the rules it uses to record and alert you by selecting a mode The Arlo app comes with four modes Armed Disarmed Schedule Geofencing You can customize each mode and you can also create custom modes For information see Chapter 6 Modes Rules and Alerts on page 39 ...

Страница 17: ...resses your Arlo Video Doorbell and you don t answer your smartphone after five rings your doorbell prompts the visitor to leave a message If the visitor leaves a message it is saved as a Doorbell recording in your Arlo library If you want to receive the call on a different phone you can log out of the Arlo app on the first smartphone and log into the Arlo app on another smartphone or tablet To re...

Страница 18: ...oesn t hear sound tap the microphone button 7 When you re finished tap End Respond to a visitor with a Quick Reply 1 When you receive a call from the Arlo Video Doorbell tap Accept 2 If you re prompted to allow Arlo to access the camera tap OK The incoming call page displays 3 To play a quick reply message tap the message icon and select a message from the list The messages are We will be right th...

Страница 19: ... the Arlo Video Doorbell 3 Tap Silent Mode 4 Tap On or Off Turn the Video Doorbell off and on 1 Open the Arlo app 2 Tap the gear icon next to the Arlo Video Doorbell 3 Tap Device On Control the LED The LED on your Video Doorbell indicates how the doorbell is operating By default the doorbell lights white in a slow breathing pattern when motion is detected and lights solid white when a video call i...

Страница 20: ...and tap Call Settings 4 To turn the speaker on your mobile phone on and off tap Speaker 5 To mute the audio on your mobile phone tap Mute 6 To allow a visitor to leave a video message if you don t accept a doorbell call after 20 seconds or if you decline the call tap Leave your message Turn the siren on and off Your doorbell includes a siren that you can turn on to discourage tampering by an unwan...

Страница 21: ... connection Play Stop Motion detection is on Mute the audio Silent mode Talk and Listen View or change the settings Record video manually Take a snapshot Live camera feed from the doorbell Tap to turn the siren on and off Number of new recordings Tap to view device settings for the doorbell Motion detection is on Tap a button to go to Devices Library Modes or Settings Tap Play to begin streaming o...

Страница 22: ...nd zoom in live feed or use pinch and zoom to adjust your field of view from the Video Settings 1 Open the Arlo app 2 Tap Library 3 Tap any live video or prerecorded video from your Arlo library A full screen view displays 4 To pan and zoom using a mobile device Pinch to zoom in and out of the video Touch and drag to move around the zoomed in frame 5 To pan and zoom using a computer Click the Zoom...

Страница 23: ...you use Talk and Listen allow Arlo to use your phone s microphone 5 Tap the microphone button Two way audio automatically opens allowing you to use Talk and Listen Change the order of the camera feeds If you use more than one camera you can change the order in which the camera feeds display on the Devices page 1 Open the Arlo app 2 Tap Settings 3 Under SYSTEM tap Device Order 4 If you re using a s...

Страница 24: ...o the desired position in the camera feed image 7 To reposition the zone tap and hold the zone and move it 8 To customize the zone name tap Edit and enter a name If you re using a web browser click next to the zone name 9 Tap Save Change an activity zone 1 Open the Arlo app 2 Tap Settings My Devices 3 Select the Arlo Video Doorbell 4 Under VIDEO tap Activity Zones 5 Tap a zone to select it 6 Move ...

Страница 25: ...dings Access cloud recordings Your Arlo Video Doorell records when it is in an armed mode and detects motion Your Arlo recordings are sent to your Arlo account in the cloud and stored in your library Recordings are encrypted with your user name and password You can access your recordings from the Arlo app on your mobile device or by using a web browser to visit https my arlo com login You can down...

Страница 26: ... left corner of the page 4 Tap the filtering criteria that you want to use 5 Tap Done Turn off the filter 1 Open the Arlo app 2 Tap Library 3 Tap Filter in the upper left corner of the page 4 Tap Reset 5 Tap Done Download recordings 1 Open the Arlo app 2 Tap Library 3 Tap a recording 4 Tap Download 5 Tap OK to confirm Make a recording a favorite 1 Open the Arlo app 2 Tap Library 3 Tap a recording ...

Страница 27: ...5 Share the file Donate recordings for research You can donate video or snapshot files to Arlo to use for research and development of Arlo products 1 Open the Arlo app 2 Tap Library 3 Tap a recording 4 Tap Donate 5 Tap OK to confirm Delete recordings 1 Open the Arlo app 2 Tap Library 3 Tap a recording 4 Tap Delete 5 Tap OK to confirm ...

Страница 28: ...fected To sign in with two step verification you must first enter your email address and password Then you must authenticate your identity with a security code delivered by SMS text message or email or confirmation from an already trusted device Requiring two pieces of information helps to prevent any unwanted log in even if someone has your Arlo account password Push notification When someone att...

Страница 29: ...lete your two step verification setup Add a phone number or device to two step verification 1 Open the Arlo app 2 Tap Settings 3 In the ACCOUNT section select Profile Login Settings Two Step Verification 4 To add a phone number tap Add SMS Verification and enter the phone number 5 To add a trusted device tap Add Trusted Device Remove a phone number or device from two step verification 1 Open the A...

Страница 30: ...droid devices Android OS version 6 0 or higher A compatible Android device with fingerprint authentication Turn fingerprint authentication on and off for the Arlo app 1 Enable fingerprint authentication on your iPhone or Android device 2 Open the Arlo app 3 Tap Settings 4 In the ACCOUNT section select Profile Login Settings 5 Slide the toggle for fingerprint or Touch ID to the right on or left off...

Страница 31: ... profile picture you can also select Remove Current Photo 6 Upload your preferred profile picture 7 Tap Save at the bottom of the page Edit profile settings You can enter your name add a profile photo and home address and opt in or opt out of Arlo news and support updates 1 Open the Arlo app 2 Tap Settings 3 In the ACCOUNT section select Profile Edit Profile 4 Enter your profile settings 5 Tap Sav...

Страница 32: ...link provided in that email 6 Enter a new password 7 Tap Submit Your password is reset Grant access to friends You can add friends to your Arlo account Friends can view live streams from your cameras record video clips view share mark as favorite and delete clips from your library and take snapshots Friends are granted limited access to some of the settings and features of your Arlo account You ca...

Страница 33: ...riend s first name last name and email address 6 Tap the Arlo devices that you want your friend to access 7 To grant access rights to your friend tap Allow Access Rights Selecting Allow Access Rights allows this friend to change your account and camera settings 8 Tap Send Invite An email message is sent inviting your friend to create an Arlo account This friend s name is displayed with the status ...

Страница 34: ...NT tap Grant Access 4 Select the friend and tap Edit 5 Tap Delete Friend 6 Tap Yes Change the time zone 1 Open the Arlo app 2 Tap Settings My Devices 3 Tap the Arlo Video Doorbell 4 Tap Time Zone 5 Tap a time zone If you re using a mobile device your settings are saved 6 If you re using a computer click Save Video Doorbell settings You can view or change the settings for your doorbell using either...

Страница 35: ...iguration To change the type of chime that your Arlo Video Doorbell triggers 1 Open the Arlo app 2 Tap the gear icon next to the Arlo Video Doorbell 3 Tap Traditional Chime 4 Select Mechanical Digital or None Mechanical Mechanical chimes make a traditional ding dong sound when rung Digital Digital or electronic chimes have a speaker and can play a melody or ding dong when rung None Use this settin...

Страница 36: ...windows This change takes effect on the next video stream or motion recording 1 Open the Arlo app 2 Tap the gear icon next to the Arlo Video Doorbell 3 Tap Video Settings 4 Tap Night Vision 5 If you re using an Android device tap the slider Turn Auto HDR on and off High dyanmic range HDR solves the problem with over or under exposed images of scenes with both bright and dark areas in the same pict...

Страница 37: ...using a mobile device tap Audio Settings 4 Adjust the settings Microphone toggle turns the microphone off and on Speaker toggle and volume To turn the speaker on and off tap Speaker To change the speaker volume move the Speaker Volume slider Adjust the flicker setting The combination of certain artificial light sources and the Video Doorbell s camera shutter speed might result in flickering or dar...

Страница 38: ...ve a device from your account 1 Open the Arlo app 2 Tap Settings My Devices 3 Tap the device 4 Scroll down and tap Remove Device Restart the Video Doorbell from the Arlo app 1 Open the Arlo app 2 Tap Settings My Devices 3 Scroll down to the bottom of the page and tap Restart ...

Страница 39: ...to respond differently at different times You can create your own modes but the Arlo app comes with these modes Armed Detection is on for this camera Disarmed Detection is off for this camera Schedule Manage detection based on a schedule Geofencing You can arm disarm or resume a schedule mode when you arrive at or leave a given location based on your mobile device location You can customize the Ar...

Страница 40: ...tinue to be recorded This is great for a party when you don t need to be notified of friends in your backyard You can mute notifications from the Arlo app If you use Arlo Smart you can also activate Mute Notifications directly from push notifications To mute notifications 1 Open the Arlo app 2 Tap Settings Mute Notifications 3 Select the length of time to mute notifications A message displays conf...

Страница 41: ...tions When a trigger is detected the Arlo can send you push notifications email alerts or both You can also send email alerts to friends family members pet sitters or anyone who might need to respond when a camera is triggered Change motion sensitivity You can edit a rule to change the motion sensitivity level for your cameras 1 Open the Arlo app 2 Tap Mode 3 Tap the Arlo Video Doorbell 4 Tap Edit...

Страница 42: ... Arlo app 2 Tap Mode 3 Tap the Arlo Video Doorbell 4 Tap Edit next to the mode Note The Disarmed mode doesn t send alerts 5 Under Alert tap Push Notification to turn alerts on and off for your mobile device 6 Under Alert tap Email Alerts to turn email notifications on and off 7 To specify an email address tap Edit next to Email Alerts and enter the email address Schedule your rules You can set a s...

Страница 43: ...00 p m to 11 59 p m then add 12 00 a m to 6 00 a m 8 Tap Done Edit a schedule 1 Open the Arlo app 2 Tap Mode 3 Tap the Arlo Video Doorbell 4 Tap Schedule 5 Tap Edit next to Schedule 6 Tap a green box 7 Change the start and stop times and tap Save Set up Arlo Geofencing Geofencing is a virtual fence around a location called a zone You can use Arlo Geofencing to arm disarm or resume schedule modes w...

Страница 44: ...accuracy can reach several hundred meters To improve geofencing accuracy make sure that your mobile device meets these conditions WiFi is turned on GPS or location services are turned on Prepare your mobile device for geofencing 1 Enable GPS or location services so that Arlo can locate your device 2 Enable WiFi 3 Download the Arlo app and log in on each mobile device that you plan to enable for ge...

Страница 45: ...ct Armed Schedule or Custom Mode so that the camera detects motion while they re gone 9 Tap Home Mode and select a mode Your camera uses this mode when your mobile device is within the radius of your camera s location Most people select Disarmed while they re home If you use more than one enabled mobile device you might be asked to select an Arlo device to connect it to 10 To select the preferred ...

Страница 46: ...ices participate in geofencing open the Arlo app and check the Enabled Devices page in Geofencing settings in the Modes section of the Arlo app Remove any devices that you don t want to trigger Home Away mode changes Make sure that these conditions are met Your Arlo devices are online Geofencing is enabled Your friends and family s mobile devices are added to your account For information about add...

Страница 47: ...ent actions and sends different alerts You can also use Schedule mode to activate modes automatically at different times of the day or week See Schedule your rules on page 42 Add a mode 1 Open the Arlo app 2 Tap Mode 3 Tap the Arlo Video Doorbell 4 Tap Add a Mode 5 Enter the mode name and tap Next 6 Select the trigger device and tap Next This is the camera that detects motion and or sound 7 Enter ...

Страница 48: ...your Video Doorbell triggers an Arlo camera to start recording when the doorbell detects motion For example you can trigger an Arlo wire free camera overlooking your front entry to record even if the camera doesn t detect motion You can trigger an indoor Arlo camera to record to ensure no one enters your home 1 Open the Arlo app 2 Tap the Arlo Video Doorbell 3 Tap the menu on the upper right corne...

Страница 49: ...49 Modes Rules and Alerts Video Doorbell User Manual 9 Tap Next The Motion Settings page shows your settings in Then do the following 10 Tap Done ...

Страница 50: ...during installation Move your phone closer to the doorbell s camera lens Position your phone about four inches 10 cm from the doorbell lens and slowly move it closer You can also try different angles Increase the brightness on your phone Turn up the brightness on your phone to the highest level On an iPhone also select Light not Dark under Settings Display Brightness If your phone is small conside...

Страница 51: ...e to the same 2 4 GHz WiFi network as your doorbell 2 Check your phone s WiFi connection During setup your phone must connect to the same 2 4 GHz WiFi network as your doorbell Many WiFi routers broadcast in both the 2 4 GHz and 5 GHz WiFi bands Your home network might include two WiFi networks or even three if you have a guest network In your phone s WiFi settings look for your WiFi network name t...

Страница 52: ...e a 5 or 5G at the end If you changed your WiFi settings then check the place where you saved your custom settings If your WiFi network name or SSID doesn t indicate whether it s 2 4 GHz or 5 GHz ask your Internet service provider ISP or the person who set up your WiFi router If you have a mesh WiFi network it uses only one WiFi network name for both WiFi bands The doorbell finds and connects to t...

Страница 53: ...bell chime This prevents your doorbell chime from ringing when you use your Arlo Video Doorbell We recommend that you turn on Bypass mode if Your doorbell chime rings or buzzes at unexpected times while your Arlo Video Doorbell is operating The LED on the front of your Arlo Video Doorbell is amber during initial setup To activate Bypass mode on your Arlo Power Kit 1 Turn off your power at the brea...

Страница 54: ...ing the chime setting in the Arlo app must be set to Mechanical or Digital depending on the type of doorbell chime you have See Change the type of chime the doorbell triggers on page 35 Check if Silent mode is turned on in the Arlo app See Turn silent mode on and off on page 19 Check if the Arlo app is warning that your doorbell temperature is too high If your Video Doorbell is heated to 149 F 185...

Страница 55: ...s WiFi and Internet connection are still working If you have an Arlo Smart subscription you can tap the notification to activate an alarm call a friend or call e911 When the power returns to your doorbell wait about 10 minutes for the doorbell to come back online If your Video Doorbell remains in this state longer than 20 minutes after power is restored try restarting your doorbell from within the...

Страница 56: ...lease pin that came with your Video Doorbell 1 If you already installed your Video Doorbell remove it from the mount so that you can access the rear of the Video Doorbell To do this press the release pin into the pin hole The doorbell releases with a click sound 2 Use a paperclip or the release pin to press and hold the reset button on the back of the doorbell for about 10 seconds The doorbell LED...

Страница 57: ...eras We recommend that you allow at least 6 feet 2 meters between your Arlo Video Doorbell and any Arlo cameras that you install to prevent WiFi signals between the devices from interfering with each other Out of range Make sure that your Arlo Video Doorbell is no farther than 300 feet 90 meters from your WiFi router The range might be less if metal objects or thick walls and ceilings are between ...

Страница 58: ...e disabled on your Android device 1 Tap the Settings icon for your Android device 2 Tap Application Manager Arlo 3 Make sure that the Show Notifications setting is selected If you said no to push notifications at installation When you install the Arlo app for the first time to receive alerts you must select Allow when asked if you want Arlo to send you push notifications For iOS apps after you res...

Страница 59: ... changed See Prepare your mobile device for geofencing on page 44 A task killing app is interfering with Arlo Geofencing A task killing app such as Shutapp or Doze can disable Arlo Geofencing To use Arlo Geofencing disable any apps that suppress the Arlo app Geofencing for your mobile device on your friend s Arlo account isn t working If you re a friend on someone else s Arlo account your mobile d...

Страница 60: ...red are trademarks of Arlo Technologies Inc App Store is a service mark of Apple Inc Google Play and the Google Play logo are trademarks of Google LLC Amazon and all related logos are trademarks of Amazon com Inc or its afﬁliates Any other trademarks are for reference purposes Compliance For regulatory compliance information including the EU Declaration of Conformity visit www arlo com about regul...

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