Seeing the Latch Camera feed during an Intercom call

The Latch Camera at your building entry streams live video into the DOOR app while a visitor is calling you through the paired Latch Intercom. This is the only time you'll see the camera feed as a resident — there is no resident-facing on-demand viewing of the camera outside of an active Intercom call.

About this feature

A Latch Camera is paired to a Latch Intercom on a Building Entrance door in your property. When a visitor uses the Intercom to call your unit, the camera sends a live video stream so you can see who is calling before deciding whether to let them in. The camera is mounted, powered, and configured by your property — there is nothing for you to set up as a resident, other than making sure you have the DOOR app installed and your account is active.

What you'll see during an Intercom call

When a visitor presses your name on the Intercom and the call routes to the DOOR app:

Your phone receives an incoming call notification from the DOOR app.
Open the call. The DOOR app shows the live camera feed from the Latch Camera mounted at that entry, along with audio from the visitor.
Talk to the visitor through the call.
To unlock the door for them, tap DOOR App during the call → Unlock. The Latch R paired to the door performs the actual unlock.
End the call when done. The camera feed closes.

The camera feed is live — there is no rewind during the call, and the video is not saved to your phone.

If you receive the Intercom call as a phone call instead of in the DOOR app

If your call settings route Intercom calls to a phone number on file (DOOR app → Access → Intercom → Call Settings), the call arrives as a regular phone call with audio only — there is no video feed because phone calls don't carry video. To unlock the door during a phone call, press 9 on your phone keypad.

To switch to the in-app DOOR app call (with video), change your call method in Call Settings to In-app call.

You can't view the camera outside an active call

DOOR does not offer a resident-facing on-demand camera view. Outside of an active Intercom call, residents have no way to open the live feed. This is by design — it keeps the camera tied to the specific purpose of resident-visitor interaction.

If your property needs to verify the camera's field of view (for example, after maintenance or vandalism), that's done by the property manager, who can take a test image from the DOOR app at Devices → the door → Camera.

Continuous recording with a local NVR (property managers)

The DOOR app feed is tied to Intercom calls, but a property can record the camera continuously by connecting it to a local network video recorder (NVR) on the same network. This is a property-manager / installer task — residents do not set it up, and it does not change the in-call experience described above.

Set up the camera on an NVR

Connect the NVR to the same Local Area Network (LAN) as the Latch Camera.
In the DOOR app, open the door that has the camera paired to it → Camera settings → Set up NVR.
Enter a secure username and password — these credentials are used to pair the camera with the NVR.
Enter the NVR IP address. If the NVR uses a static IP, setting it here is recommended for a more secure connection between the NVR and the camera (optional).
Save the settings, then follow your NVR's own user guide to subscribe to the Latch Camera's video stream and start recording.

Stream details (for the NVR configuration)

Network protocol: RTSP
Port: 554
The RTSP stream URL depends on the camera variant and the desired frame rate:

Camera	Frame rate	RTSP stream URL
Black	30 fps	`rtsp://<username>:<password>@<camera-ip>/img/video.sav?stream=1&video=H264`
Black	3 fps	`rtsp://<username>:<password>@<camera-ip>/img/video.sav?stream=2&video=H264`
White	30 fps	`rtsp://<username>:<password>@<camera-ip>/live1s2.sdp`
White	5 fps	`rtsp://<username>:<password>@<camera-ip>/live1s3.sdp`

Replace <username>, <password>, and <camera-ip> with the credentials set in step 3 and the camera's IP address on the LAN.

What residents control vs what property managers control

Setting	Controlled by
Whether the camera is installed and paired to your building entry	Property manager
Camera position and field of view	Property manager + installer
Whether you appear in the Intercom directory	Property manager + your Show in Intercom toggle
Seeing the camera feed during a call	Automatic when you accept the in-app call
Test-image / orientation verification	Property manager (DOOR app → Devices → door → Camera)

If you can't see the camera feed during a call

Audio works, but no video: confirm your phone has a stable internet connection. The Intercom and Camera require network connectivity end-to-end — if the camera or your phone is offline, the audio call may still connect over a fallback path but the video will not.
Pixelated or frozen video: this is usually a network issue at the property side or on your phone. If it persists across multiple calls, ask your property manager — there may be a firewall or bandwidth problem to escalate.
No call at all when a visitor presses your name: if you don't see the Intercom Door in your DOOR app Access list, you don't have key access to that door — which also means you won't appear in the Intercom directory for visitors to call. Contact your property manager to confirm your unit assignment and key access. See Using the Latch Intercom for the directory rules.

For deeper diagnostics, see Latch Camera troubleshooting.

What the camera will not do

It will not record continuously to your phone or to your DOOR app.
It will not let you talk to a visitor without the call going through the Intercom — the camera is a video source, not an intercom in itself.
It will not appear on Intercom-less doors — Latch Cameras only pair to Building Entrance doors that have a Latch Intercom assigned.
It will not let you open an on-demand live feed outside an active Intercom call. That capability exists only on the property-manager side, as a test image for setup and orientation.

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