C4 Intercom Anywhere calls delivered without video
Incident Report for Snap One
Update
We are continuing to investigate this issue.
Posted Jul 28, 2022 - 13:40 EDT
Update
We continue to investigate an Intercom Anywhere issue where less than 8% of calls connect without video. We have been working with the leading mobile carriers and testing various scenarios to replicate the incident and identify a solution.

Given the complex nature of intercom calls, we have not yet found a root cause. However, our testing has identified a strong correlation between video loss and network connectivity. Specifically:

Slow upload speed or throttling by ISP or mobile provide
Video failure (SIP limiting) on cellular networks (especially 5G)
Poor network connections

Partner Actions:
If you encounter this issue, please ensure that the project's ISP can sustain at least 10mbps upload speeds. Other network considerations should also be checked, such as the Chime Video Doorbell's internet connectivity.

Ensure that the Chime settings are configured appropriately within Composer Pro, and configure the following settings to maximize the Chime's performance even in poor network conditions.

Select the Chime Video Doorbell in System Design, select the Video Settings page, configure the Intercom (sub) stream:

Frame Size -- 1024x768
Max FPS -- 15
Bit Rate Control -- Constrained
Quality -- Excellent
Max Bit Rate -- 1 Mbps
Policy -- Frame Rate Priority

For more information on this issue and best practices for configuring intercom, please refer to the following article: https://tech.control4.com/s/article/Video-not-Displaying-on-Intercom-Call

We will continue to work to improve the customer experience with Intercom Anywhere, even when proper network conditions cannot be met.
Posted Jul 21, 2022 - 05:25 EDT
Investigating
We have identified an Intercom Anywhere issue where less than 8% of total calls are connecting with audio only. The vast majority of this happens when the user is on their mobile carrier connection. We are aware and actively investigating root cause. More details to follow. Thanks, Your Snap One Engineering team.
Posted Jul 01, 2022 - 13:51 EDT
This incident affects: End-Customer Services Health (Service: Control4 Intercom Anywhere).