7 Messages
Video Doorbell Pro - Garbled 2 Way Audio -- Firmware Won't Update
I attempted to research this issue, as I am a techie.
It seems pretty clear that for those of us that have the issue with the 2-Way Audio on the Video Doorbell Pro, the issue was fixed in a firmware update, after removing the camera from your account, resetting it on the back, and then giving the doorbell 2-3 days to get its firmware update. (FWIW my keypad took its update just fine).
This is the third 72-hour wait after trying this, and still no dice. Firmware is still at 2.1.9.50. I don't want to unscrew the darn thing again, so I will wait longer, but this is truly ruining the functionality of the reason we chose a "Video Doorbell" over a plain outdoor camera -- so my elderly mother could answer the doorbell from her phone.
I want to wait for it to update the firmware before really evaluating its motion sensing capacity/range, but I can't even give an appropriate evaluation of that function when the main function is broken (and theoretically can be fixed).
I have hung a ping on the VDP on my home network to ensure that my router knows the device is active, just in case the firmware updates are coming down at a time when the camera's IP (which isn't requesting a "forever" DHCP lease like the base station, another issue that could cause connectivity issues) isn't active in my router's ARP table. (Many routers will drop the first packet of a ping request because a device isn't in the ARP table yet, and while if a system is that sensitive it's really not functional anyway, I figured I'd eliminate that possibility.
Average ping from cell phone on local wifi next to the doorbell to the doorbell (so two-ways through the brick wall blocking any 2.4ghz, cell to router to cam and back) was 11 ms. Signal strength is fine. Upload speed is insane as my ISP is ATT Fiber -- definitely not the issue.
After my last call with the Simplisafe people to document that yes I was having the issue still 72 hours after install, doing the reset so they knew it was done, and a rinse-repeat of that for the third time.... they said they'd send out a new doorbell if it still wouldn't take the update. But that seems fairly wasteful if it is a firmware problem -- and won't fix it if it's my ISP blocking something it shouldn't be.
I know all good things come to those who wait, but frankly my mother isn't getting any younger, nor are her bones getting any less breakable. She does not need to be trying to get up and get the door every time it's just a courtesy ring by a package driver, and until she can yell "Thank you!" at them like the Southerner she is (through a video cam if need be), she's going to break something trying to get herself to the door. Yes, this may help her see if the person was just leaving, but doesn't help if it's a solicitor/etc.
Any suggestions on how to make your Video Doorbell Pro take the neat nifty update that makes it actually BE a Video Doorbell vs just a motion-sensing camera in a doorbell?
It seems pretty clear that for those of us that have the issue with the 2-Way Audio on the Video Doorbell Pro, the issue was fixed in a firmware update, after removing the camera from your account, resetting it on the back, and then giving the doorbell 2-3 days to get its firmware update. (FWIW my keypad took its update just fine).
This is the third 72-hour wait after trying this, and still no dice. Firmware is still at 2.1.9.50. I don't want to unscrew the darn thing again, so I will wait longer, but this is truly ruining the functionality of the reason we chose a "Video Doorbell" over a plain outdoor camera -- so my elderly mother could answer the doorbell from her phone.
I want to wait for it to update the firmware before really evaluating its motion sensing capacity/range, but I can't even give an appropriate evaluation of that function when the main function is broken (and theoretically can be fixed).
I have hung a ping on the VDP on my home network to ensure that my router knows the device is active, just in case the firmware updates are coming down at a time when the camera's IP (which isn't requesting a "forever" DHCP lease like the base station, another issue that could cause connectivity issues) isn't active in my router's ARP table. (Many routers will drop the first packet of a ping request because a device isn't in the ARP table yet, and while if a system is that sensitive it's really not functional anyway, I figured I'd eliminate that possibility.
Average ping from cell phone on local wifi next to the doorbell to the doorbell (so two-ways through the brick wall blocking any 2.4ghz, cell to router to cam and back) was 11 ms. Signal strength is fine. Upload speed is insane as my ISP is ATT Fiber -- definitely not the issue.
After my last call with the Simplisafe people to document that yes I was having the issue still 72 hours after install, doing the reset so they knew it was done, and a rinse-repeat of that for the third time.... they said they'd send out a new doorbell if it still wouldn't take the update. But that seems fairly wasteful if it is a firmware problem -- and won't fix it if it's my ISP blocking something it shouldn't be.
I know all good things come to those who wait, but frankly my mother isn't getting any younger, nor are her bones getting any less breakable. She does not need to be trying to get up and get the door every time it's just a courtesy ring by a package driver, and until she can yell "Thank you!" at them like the Southerner she is (through a video cam if need be), she's going to break something trying to get herself to the door. Yes, this may help her see if the person was just leaving, but doesn't help if it's a solicitor/etc.
Any suggestions on how to make your Video Doorbell Pro take the neat nifty update that makes it actually BE a Video Doorbell vs just a motion-sensing camera in a doorbell?
wmckenna1
15 Messages
3 years ago
The connection strenght hops back and forth from strong to moderate. SS Customer Support is shipping me a new doorbell unit and also a doorbell chime conector. Customer Support thinks the reason for the audio when I go to talk could be due to my doorbell wiring. However, they had me take the doorbell unit off of the mount, place it right next to my router and then hit the talk button......same results, no audio/choppy words, and that was with a strong signal with the wifi router because afterall, it was only one foot away from it, but wifi is not an issue, because it has a good signal when its mounted on the front door.
I have Comcast business internet, so I have no issues with speed, upload, download, etc.....
What makes no sense at all is why the ghost recordings, and non stop motion alerts when there is nothing at all. The other issue was I could literally walk up to my door and then it wouldnt activate a motion alert. So, when walking to my door no alerts, go sit inside and watch tv, then alerts every minute for nothing.....The entire purpose of having a toggle switch for "people only" is so you don't get birds, butterflies, and things causing false motion alerts. So something isnt right here.
In another thread in this forum another customer is also getting the doorbell chime connector as well and that seems to be what SS is trying. I will update this when I get my new unit and doorbell chime connector and see what happens. I have never had any other issues with SS. I have three internal cameras, numerous door/window sensors, water sensors, smoke detectors, and this doorbell unit is the only issue I have had.
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matt1984
2 Messages
3 years ago
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bob582
1 Message
3 years ago
I've even installed a dedicated WiFi network just for the doorbell. Internet speeds are fast 300M down and 20M Up. That can't be the issue.
Firmware is still 2.1.9.50.
Any help getting it fixed would be appreciated.
My previous tech support call with SS (not on this issue) was a disaster as the support guy didn't know what he was talking about.
Not looking forward to doing that again, but may have to if nobody in the forum has any solution.
TIA
Bob
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mtalbert
1 Message
3 years ago
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dschasteen66
1 Message
3 years ago
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geedvee
1 Message
3 years ago
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mixerclay
15 Messages
3 years ago
I am on my second set of both the doorbell and camera. The Doorbell has firmware 2.1.9.50 and hasn't updated in weeks. We have tried resetting, re-adding and nothing. I have also tried Port forwarding port 8890 to the device and that hasn't helped either.
They said it was my router/ISP issue and i have dealt with my ISP and router manf. and have forwared all ports and nothing has helped.
I am glad to hear I am not the only person dealing with this EXACT same issue.
I am having the same issue with my Simpli Cam and also no resolution.
I am also going to be getting my 3rd set of cameras and see if that helps.
Sounds like Simpli Safe has an issue they need to answer too.
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drericldavis
1 Message
3 years ago
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mixerclay
15 Messages
3 years ago
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bartoncorley743
1 Message
3 years ago
I have now been sent 3 doorbells with 2.1.9.50. firmware for my mothers house. All 3 have garbled sound when you speak through the mic. I got a doorbell for my home a month ago and it works fine, however the firmware on it is 2.6.0.148. I took the doorbell from my house and hooked it up at her house and wha-la, it worked!
I have spent hours on the phone with multiple people in customer service and one night even had a dropped call with them and no one called me back. I have mentioned the firmware on every phone call asking if that could be the issue and every person just says they'll send a new doorbell. I've done all the troubleshooting that everyone else has mentioned and to no avail.
I feel now that I wish I hadn't referred this system to my mom. It's been a month of headache and lots of wasted time to get to this point.
We even ran a system update this evening and that didn't change anything. There is a major problem here that needs to be resolved.
I have read that that older firmware in security cameras can be a security issue where hackers can get access more easily. This is not good and clearly is a bigger problem than anyone is admitting!
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mixerclay
15 Messages
3 years ago
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robato_kun
13 Messages
3 years ago
I also get lots of motion alerts even though I set it to ignore certain zones.
My other problem is the recordings start a few seconds too late. So sometimes it doesn't get a clear view of people's faces until they've turned around and started leaving my front door.
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mixerclay
15 Messages
3 years ago
Just got a response on Facebook and Twitter that "Engineers are aware of this issue and are working on a fix'
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mixerclay
15 Messages
3 years ago
Since they wont post here anything, here is the response i am getting after hounding them for one.
From Operations
"As of right now there is not a solution to this issue. We have started documenting cases that we have come across, which was the reason for my questions. This problem has only recently been flagged and referred to engineering. Personally I had not heard of this as a widespread issue until recently as well."
From Tech Support
" It is known that the cameras are having issues and it has been reported many times, So they are aware of the issue with the cameras. I can promise you that they are looking into this, but until it is solved we have the same tools to help us as always. Our Agents and the other supervisors are trying every single trick we have in the book to try to get these cameras updated to the correct firmware for you."
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robato_kun
13 Messages
3 years ago
He still says the audio problems are because my WiFi signal is poor. I've now taken it off my mesh network and put it on it's own extender which is 3m distance from the doorbell, through one (well two because it's an external brick wall). In the app it says signal strength is moderate (never weak) and hovers between -57dBm to -62dBm the times I've checked the doorbell.
Above -55dBm is ideal but above -70db should still work according to their online documentation,
My other Simplicams range from -35dBm (opposite main router) and -71dBm (outside mounted camera) and all work fine. So doesn't make sense about the doorbell having poor signal strength, especially as I can hear outside sound fine, just outgoing sound (from APP to Doorbell) is garbled.
(Note: Higher is better i.e. -50dBm is better than -70dBm)
I also have 80Mbps down/20Mbps up connection to outside world. I get this speed on 5GHz WiFi but on the 2.4Ghz network it can only achieve 30Mbps down/20Mbps up. Howvever, this should still be plenty of bandwidth.
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