You are using an unsupported browser. Please update your browser to the latest version on or before July 31, 2020.
close
You are viewing the article in preview mode. It is not live at the moment.
Video Device Troubleshooting Guide
print icon

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

  1. WPS Put the camera in WPS (LED flashes blue on many models), press router WPS, wait ~2 minutes for solid green.
  2. 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.
  3. 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.

Schedule Service   True Protection Home   Security Tips & Guides

Feedback
0 out of 0 found this helpful

Attachments

Video_Device_Troubleshooting_Guide.pdf
scroll to top icon