Troubleshooting Audio Issues with the SkyBell Doorbell Camera

There are several reasons why audio issues may occur during a call between the Customer app and the SkyBell Doorbell Camera. Follow the steps below to diagnose and resolve common problems.

If You Cannot Hear Audio in the Customer App

• Verify the app is updated to the most recent version.
• Ensure the media volume on the mobile device is not muted and is turned up.
• Confirm the app has microphone access enabled.
• Check that Do Not Disturb mode is not enabled on the device.
• Test audio with both the device’s speaker and headphones.
• Make sure the device is running the most current OS version.
• Test on another mobile device to rule out device-specific issues.
• Check if audio works properly in other apps.
• Lower the video resolution/quality to minimize bandwidth usage.
• Download a saved clip to confirm if both voices are being recorded.
• Verify the transformer powering the SkyBell meets requirements.
• If issues persist: Delete, factory reset, and re-enroll the device.

If You Cannot Hear Audio on the SkyBell Doorbell Camera

• Ensure the app has microphone access enabled or test Two-Way Audio from another device.
• When speaking, press and hold the talk button the entire time (walkie-talkie style).
• Reduce video resolution/quality to reduce bandwidth strain.
• Download a clip to verify if both voices can be heard in playback.
• Verify transformer power meets requirements.
• Delete, factory reset, and re-enroll the Doorbell Camera.
• Check that the connected chime is compatible. 

Common Fixes at a Glance

• Update the app and mobile device OS.
• Verify Wi-Fi bandwidth (minimum 2 Mbps upload).
• Adjust SkyBell’s resolution/quality if live audio is delayed or not transmitting.
• Confirm proper transformer power output (16–24 VAC, 10 VA minimum).
• Use compatible chimes; avoid wireless, tube, or intercom chimes.

Helpful Links

• Home Security Systems
• Security Cameras
• Contact True Protection Support