topic Re: Reviewing video doorbell captures in Sky Protect & Smart Home

Reviewing video doorbell captures

Highlinder — Tue, 26 Nov 2024 10:04:24 GMT

Having received an update of the Sky protect app to 1.30.0 that in order to view doorbell detections you have to view a previous detection video in order to see the new notification. If this is not done all you will see is a black screen with the length of the capture as 0:00. This has only started happening after this update from the previous version of the app.

Re: Reviewing video doorbell captures

Laing1 — Tue, 26 Nov 2024 17:10:54 GMT

@Highlinder wrote:

Having received an update of the Sky protect app to 1.30.0 that in order to view doorbell detections you have to view a previous detection video in order to see the new notification. If this is not done all you will see is a black screen with the length of the capture as 0:00. This has only started happening after this update from the previous version of the app.

@Highlinder mine is on 1.30.0 and is working as it always has so not seeing this

Re: Reviewing video doorbell captures

lettice — Wed, 27 Nov 2024 11:16:11 GMT

I'm on same app version and not seeing this issue either.

Re: Reviewing video doorbell captures

Highlinder — Wed, 27 Nov 2024 11:19:03 GMT

@lettice& @Laing1 It seems an interesting bug. Are your devices Apple or Android?

Re: Reviewing video doorbell captures

lettice — Wed, 27 Nov 2024 11:25:14 GMT

My devices I am using for viewing are on an iPad and a Google Pixel, both on the app version above.

Re: Reviewing video doorbell captures

Highlinder — Wed, 27 Nov 2024 11:26:29 GMT

@lettice & @Laing1 This is what I see when I click from the notification on my phone. In order for me to see this I have to click on the previous capture and then click on the new one in order to see it.

Sky protect not working after update

Lumpyas — Wed, 27 Nov 2024 12:34:51 GMT

After updating the app I can't see either of the cameras.

Re: Reviewing video doorbell captures

Laing1 — Wed, 27 Nov 2024 18:08:13 GMT

@Highlinder mine are connected to Android devices

A Google Pixel 7 pro phone on Android 15 my Lenovo tablet Android 14 and my wifes Samsung S21 on Android 14 all woking as should do.

There was a problem last year when Android 14 was released

Re: Reviewing video doorbell captures

lettice — Thu, 28 Nov 2024 12:04:39 GMT

@Highlinder

I've just had to do the monthly battery recharge on my doorbell.

That seemed to go well, doing overnight with the blue/yellow normal flashing while charging.

But noticed on removing the charge cable had two red errors on the tile for live viewing of the charging and connection icons.

Doorbell was taking a while to coonect too, like a few minutes.

So, turned doorbell off for ten minutes.

No change.

Then turned chime off, by removing power for ten minutes.

Doorbell back and all now working fine.

Not sure if was related to the recent update, but not seen that happen before.

Re: Reviewing video doorbell captures

Highlinder — Thu, 28 Nov 2024 12:59:39 GMT

@lettice Never had an issue with it connecting other than sometimes it does become unresponsive and have to pull the chime power out and put it back in. But this problem has only started since the update on the actual app.

Something else I was able to work out if I ignore the notification on my phone and go into the doorbell and let it load and then click on the capture it plays first time without any issue. This is only happening when I click through on the notification on my phone.

@Laing1 Thanks for clarification on the devices that you use. Just seeing if it was the cause of the issue and seems it is not.

Re: Reviewing video doorbell captures

lettice — Thu, 28 Nov 2024 13:40:09 GMT

Ok.

Just tried doing a handful of notification requests on both my devices and all worked without issue.

Odd you are seeing this.

Might be worth reporting by email to the support team.

They have been very good with problems I've seen in the past.

Especially as it seems this was quite a big app update.

Re: Reviewing video doorbell captures

Highlinder — Thu, 28 Nov 2024 15:52:23 GMT

@lettice Could ping them through an email about it and see what they say about it.

Re: Sky protect not working after update

Stottie — Sat, 30 Nov 2024 00:50:28 GMT

What do you mean? They aren't listed in the app anymore, or when you try to view footage?

Re: Reviewing video doorbell captures

Highlinder — Thu, 06 Feb 2025 09:53:39 GMT

@lettice & @Laing1 This problem was finally solved last night when the app updated on my mobile device. I had said from the start that it was the app update before that caused this issue to show and now with the latest update it now works as intended.