Video Device Troubleshooting Guide
Oct 02, 2025
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Video Device Troubleshooting Guide
Use this page to quickly diagnose camera & doorbell issues: LED states, Wi-Fi reconnects, recording rules, and portal/app tips. If you’d rather have a pro handle it, contact True Protection.
Quick Checks (Most Issues)
1) Power & Cabling
- Confirm the device has power (adapter/PoE, breaker on).
- For Ethernet: try a known-good cable and a different router port.
- For doorbells: verify transformer specs & required modules/adapters.
2) Network & Internet
- Verify the home Internet is online (another device can browse).
- 2.4 GHz SSID visible (and separate from 5 GHz if dual-band).
- WPA/WPA2 security, correct Wi-Fi password, no MAC filtering blocks.
LED Cheat Sheet
General Cameras
- Solid Green: Online (local + Internet).
- Flashing Green: Local only; reboot router & modem.
- Solid/Flashing Red: Booting or no connection; check cabling.
- Green/Red flash: Factory-reset sequence (hold too long).
SkyBell Doorbell
- Flashing Orange: No Wi-Fi connection. Re-enroll via AP/WPS.
- Rapid Blue: Power cycle in progress.
- Alt Red/Green: AP (setup) mode, ready to enroll.
If the LED never leaves red/green, the mobile device may have left the AP network during setup. Stay within ~6 ft of the doorbell.
Wired but Not Online (Ethernet)
- Power cycle camera and router (modem → router → camera order).
- Bypass switches/extenders; plug directly into the router.
- Try another Ethernet port and cable. Check router firewall (allow UDP/VPN).
Wireless Issues (Wi-Fi)
Reconnect Options
- WPS Put the camera in WPS (LED flashes blue on many models), press router WPS, wait ~2 minutes for solid green.
- AP Mode Hold WPS/Reset ~6–7s until flashing white/red-green → join the temporary “ALARM(XX:XX:XX)” or “SkyBell…” network → provide home SSID/password.
- Ethernet Temporarily wire to the router, then update wireless settings in the app/website; remove Ethernet and reboot.
Hidden SSIDs aren’t supported by some doorbells; temporarily unhide the network to complete setup.
Live View Black / White / Gray Screen
- Ensure you’re not on a phone call (iOS/Android blocks the mic/stream).
- Test both ways: Airplane Mode + Wi-Fi vs. Cellular only (bandwidth throttling check).
- Lower Resolution/Quality to Standard and retest.
- Verify upload speed ≥ 2 Mbps at the camera location (door closed).
- If using a Wi-Fi extender, give it a unique SSID (don’t mirror the router SSID).
- On Google Fi, disable the Fi VPN (it can block live video).
Recording & Clip Issues
No Clips Uploading
- Confirm recording rules are enabled and within the active schedule.
- Check monthly clip quota; increase delay between uploads if needed.
- Use Video Analytics instead of broad VMD to reduce false clips.
VMD Tuning
- Use thin, trip-wire-style windows; avoid trees/shadows/reflective areas.
- No overlapping windows; increase Target Size to ignore small motion.
- Start Sensitivity around 7; if it must be 10, relocate/redraw windows.
Doorbell-Specific Tips (SkyBell & VDB Models)
Chime Not Ringing
- Verify original button + chime works (power & wiring sanity check).
- Confirm required power module/adapter and correct chime type (mechanical vs digital).
- Digital chimes often require a DDA; remove any old diode and enable “Digital Chime” in settings.
- Transformer spec: 16–24 VAC, 10 VA (more if two doorbells). Replace weak transformers.
Constant Ringing
- Usually a digital chime without a DDA or a diode still in circuit.
- Too high VA can also cause issues; stay within spec.
When to Reset
- Reboot: First resort for most issues.
- Factory Reset: Only after removing from the account and noting it must be re-enrolled. Hold per model until the LED shows the reset pattern (often rapid yellow or green/red flash).
Need a Hand?
Prefer a technician? We can diagnose power, networking, and placement quickly and get your video devices dialed in.
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