Miscellaneous

Dealer Support (Coming Soon)

  • Open and Track Technical Support Tickets via Zendesk
  • Call Technical Support's Professional Installer phone line during hours of operation
  • Warranty Services
  • Product Return Policy
  • RMA Process
  • Field notes from the installer

Additional Information

The following links contain additional information on hardware specifications, configuration, and setup of the SkyBell Wi-Fi Video Doorbell. This information is currently being added to the appropriate sections of the website.

Troubleshooting

The following information on troubleshooting issues with the SkyBell Wi-Fi Video Doorbell is currently being added into the appropriate sections of the website.

Not Responding To Button Push

If your SkyBell is not responding to a button push, perform the following hard reset procedure to re-initialize the SkyBell:

1. Remove the SkyBell from the mount leaving it powered off for at least a minute. Please examine the device for any bulging or apparent damage.
2. Reattach the device back to its mount. It should take a few minutes for the SkyBell to startup before it will go further.
3. Once the SkyBell flashes yellow, you should remove the SkyBell from the App before a re-sync is attempted. If SkyBell stays yellow and does not proceed, pull it and pursue a replacement.
4. Once flashing Green/Red you can then click add SkyBell in the app and re-sync again

Troubleshooting an Audio/Mic Problem

Replace the SkyBell if the issue persists after having to attempt each option listed below. If Skybell has already been replaced talk with the supervisor.

A: Go into the SkyBell settings and check the “Speaker Volume” setting.

Make sure the customer does not have anything like a Bluetooth headset. If they do, have them disable it.

B: Reboot the SkyBell by pressing and holding down the button until it flashes blue.

C: Power cycle the SkyBell by removing the screw from the mounting plate and keeping the SkyBell off for about 30 seconds. Then put the SkyBell back on the mounting plate and screw it back in.

D: Have the customer uninstall and reinstall the app on their phone.

E: Factory reset: .

  1. Press the SkyBell button in and hold it for about a minute. The LED will flash rapid green > red and green > blue > yellow.
  2. 2. Once you see the LED flash yellow, please release the SkyBell button. During this time, please delete the SkyBell device from within the SkyBell app. After about 1 minute the SkyBell will be flashing red and green.
  3. 3. Select 'Add a SkyBell' in your app and follow the on-screen instructions to re-sync the device.

Troubleshooting Video Problem

Black Video: iOS Only

  1. Power Cycle the Modem and Router
    Unplug the modem, router, and any extender or access points. Wait about 30 seconds, then plug them back in one at a time, allowing the modem to boot all the way up before plugging in the router, and the router to boot all the way back up before plugging in any extenders or access points.
  2. Sign Out of the App and Sign Back In
    Signing out of the app, turning the phone off, turning it back on, then signing it back into the app may resolve this issue.
  3. Reduce Image Quality
    Within the SkyBell HD application, lower the resolution of the image quality. If you are not able to load a video at 480p, you will want to ensure your upload speed is above the 1.5 Mbps requirement.
  4. Add a WiFi extender
    Consider adding a WiFi extender between the distance from the SkyBell and router (ensure the extender is capable of 2.4Ghz before installing). There is a more advanced explanation of this here.
  5. Firewall
    A router’s firewall can block data from the SkyBell. If video issues like this are constant; consult the router's manual in order to discover what firewall features are in place. If possible, test live video with the firewall down, then turn it back on and set up the following port forwards to the static IP of the SkyBell. There is a more advanced explanation of this here.
  6. Nat on Nat issues can also be a cause.
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