lorelai's profile

Wed, Apr 29, 2020 6:35 AM

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?

15 Messages

2 y ago

So, I have the same exact problems.  I have the same firmware as well 2.1.9.50 and based on my phone call yesterday with SS Customer Support, that is the latest firmware.  In my case, the audio outside is fine, but when I go to talk, i get choppy/hardly any words come through the unit.  Like you, I removed the device from my account, reinstalled it FOUR TIMES.  To make matters worse, I was getting alerts every minute for motion, and there was nothing there.  I would get 60 second video of absolutely nothing.  After about 10 of those push alerts and minute recordings, I simply turned off the motion sensor to have some sanity, but that defeats the purpose.  I also tried every setting, low, medium, and high, and even toggled the motion type switch from people only to all motion and then back to people only.  No matter what setting or sensitivity, ghost recordings of "motion events" with nothing on the video.  

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.

7 Messages

Quote:

"So, I have the same exact problems. I have the same firmware as well 2.1.9.50 and based on my phone call yesterday with SS Customer Support, that is the latest firmware."

------

Their own website says that there is a 2.5.something firmware available:

https://support.simplisafe.com/hc/en-us/articles/360035333332-Motion-Detection?fbclid=IwAR1pi8BcL2Zlch-75CnxIUe3IVp9VMQS4dmWLNH2n-S2yEO4BhyX8QAAB-8

Notice at the bottom it says these features are available on doorbill firmware greater than 2.5.

Users have reported in February that the doorbell firmware was 2.5.2.126.  In February, so at least 2.5 has been available since then.

15 Messages

Thanks for the information.  I was relying on what SS Customer Support told me, and obviously the firmware for the past TWO doorbells cameras was way old.  So, I immediately called SS today and they verified my firmware was very outdated.  I attempted to do a soft reset, which didnt upload the current firmware.  I also removed the camera from my account, performed a hard reset, and reinstalled it, and again, the same OLD firmware.  SS is sending me a third doorbell camera this week.  They can't explain why the firmware is not updating when resetting the camera, because it should.

2 Messages

2 y ago

I just installed the doorbell and SimpliCam yesterday. I am having the same issue with both. I can hear and see audio great but the 2-way from my phone is not working. Also, neither device will provide any notifications even though they are enabled.

1 Message

2 y ago

Same problem here--- Garbled 2-way audio on the doorbell pro.
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

15 Messages

Something just isnt right.  So I received my replacement doorbell camera yesterday and installed it.  Once again, I have a moderate/strong wifi signal.  Business internet with download of 200M and upload of 25M, so like you, internet is not the issue, and IF it was, my other cameras wouldn't work and they work flawless.  This doorbell simply sucks.  Once again, I have altered every setting on the motion detection and at least now, I dont get ghost recordings of nothing at all, but I can literally walk all the way up my driveway and sidewalk and get a foot away from my house before I get a motion alert.  Once again, the mic option is garbled.  I can hear great, but can't talk clearly.  I am still waiting to receive my doorbell chime, which is the only thing left to install.........I will post when I install that and see if there is any improvement with the audio but that still doesnt explain the lack of notification for motion alerts......

1 Message

2 y ago

I just got off the phone with SS support and they are telling me that it is a software issue withing the phone app and that they are working on it.

1 Message

2 y ago

I'm having the same issue with the garbled audio at the doorbell camera. The microphone in the camera works fine and you can hear good audio on recordings and live monitoring. The speaker audio is garbled at the doorbell camera and is not intelligible. It's good to see they might have a fix coming soon. I chose SimpliSafe over s competitor, and my wife isn't happy she can't converse with someone standing at our doorbell camera. Let's hope the fix is coming sooner rather than later.

1 Message

2 y ago

Same here. Not that the SS call staff have not given it their best guess,  the problem remains and the possible solutions provided are many. I have changed my router settings as recommended by SS and still nothing. I can hear outside clearly, the two-way response is garbled. I hope it is a software download issue that can be fixed by SS. Theses concerns are mounting and a clear response would be nice.

15 Messages

2 y ago

I have been dealing with this same issue for a month with SS Customer Support. I give the CS Support credit for trying very hard to find a solution but i have had no luck either.

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.

1 Message

2 y ago

Same exact issue here.

15 Messages

2 y ago

Since we are obviously not the only people having this issue and it seems to have started recently, please everyone call Customer Support as they don't seem to know about the issue. We need to make sure they are aware and hopefully someone will get a legit answer and share it with the group!

2 y ago

Again same issue here!
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!

15 Messages

2 y ago

Keeping this thread on top

13 Messages

2 y ago

Based in UK here and same problem with outgoing audio on the doorbell. Mine also is on firmware 2.1.9.50. Support blamed it "surely" on my WiFi signal which is not the problem as everything else works fine and I moved my router and it still had no affect to the outgoing audio.

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.

15 Messages

A doorbell camera with firmware of 2.1.9.50 is very old firmware, currently the doorbell cameras have firmware greater than 2.5   I verified this today with SS Customer Service.  The last two doorbell cameras would not update to the newest firmware despite soft and hard resets, so SS is sending my a third doorbell camera this week.

15 Messages

2 y ago

Even though I have been told for over a month that it may be an issue with my router, port forwarding... etc.

Just got a response on Facebook and Twitter that "Engineers are aware of this issue and are working on a fix'

15 Messages

2 y ago

SS Response

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."

13 Messages

2 y ago

I've been communicating with the UK's SS doorbell project manager (Hello if you're reading this.)

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.