topic Re: Video doorbell issues in Sky Protect & Smart Home

Video doorbell issues

Highlinder — Wed, 23 Jul 2025 07:21:02 GMT

Since last night I have been unable to view my video doorbell. I have had no alerts even though I have tried with movement in front of the doorbell myself.

I have switched it off and left it for a period of time and still the same. I know it has a charge of over 90% as I can still see this in the app and it also has a good signal to the chime.

Is anyone else seeing these same issues today?

Re: Video doorbell issues

Highlinder — Wed, 23 Jul 2025 13:38:37 GMT

So it looks like there is an update for the chime and not the video doorbell that is just hanging then failing. The doorbell will no longer work until this update completes, but I think that after this the video doorbell will have an update which from experience should be done first to stop the chime from failing its update.

Finally, it went through and everything is working as it is supposed to. Really think that the update stalled in showing on the app . This keeps happening.

Re: Video doorbell issues

lettice — Wed, 23 Jul 2025 15:32:32 GMT

Have seen that before.

It seems that shutting down the doorbell first and keeping off, then shutting down the chime for a while and bringing them both back one at a time seems to help.

Might be worth a mention to the Sky Protect team that this occurred to see if they can align better.

Just checked mine remotely on the app and neither is expecting an update, so assume mine went through ok.

Re: Video doorbell issues

Highlinder — Wed, 23 Jul 2025 15:29:45 GMT

@lettice The thing is that it all started last night when I could not even get past 10% showing the video doorbell image and it was not even picking up events. I did switch them both off and rebooted them with no change.

Left it till this morning and eventually seen via the doorbell that the chime only had an update which caved in 3 times before it did take on the 4th try.

I learned that if the chime was taking foever to update that you should do the update for the video doorbell first, but this time around there was no update. Still the same thing happened. This just seems to keep happening at really you would think they would have learned by now what the situation is with updating this tech.

Re: Video doorbell issues

Laing1 — Wed, 23 Jul 2025 17:05:12 GMT

@Highlinder wrote:

@lettice The thing is that it all started last night when I could not even get past 10% showing the video doorbell image and it was not even picking up events. I did switch them both off and rebooted them with no change.

Left it till this morning and eventually seen via the doorbell that the chime only had an update which caved in 3 times before it did take on the 4th try.

I learned that if the chime was taking foever to update that you should do the update for the video doorbell first, but this time around there was no update. Still the same thing happened. This just seems to keep happening at really you would think they would have learned by now what the situation is with updating this tech.

@Highlinder @lettice checked mine and was saying there was an update for the chime. I reluctantly started the update and its updated without incident.

I did have a similiar problem a while ago and I had to remove both the doorbell and the chime and then go through the whole process of adding them and syncing them again.

Re: Video doorbell issues

Highlinder — Wed, 23 Jul 2025 18:53:21 GMT

@Laing1 That was the part I did not want to have to do. When I was finally able to get a live view on the doorbell I knew then it had gone through. It is getting like a pray and hope when you press that update button.

Thank you for sharing.

Re: Video doorbell issues

lettice — Wed, 23 Jul 2025 19:31:25 GMT

@Highlinder wrote:

@Laing1 That was the part I did not want to have to do. When I was finally able to get a live view on the doorbell I knew then it had gone through. It is getting like a pray and hope when you press that update button.

Thank you for sharing.

Why are you manually pressing update?

Not sure there is any need.

I have not manually forced any update sitting there ready showing in the app, for either my Chime or Doorbell.

I just let it do its update when it needs to and I've never had any update issues for the doorbell or Chime.

Mind, I did have to have a replacement indoor camera that bricked it sometime back.

The team mentioned they had seen a number brick in one particular update.
Replaced it without issue, so no worries going forward if that happens again.

Re: Video doorbell issues

Highlinder — Thu, 24 Jul 2025 09:46:45 GMT

@lettice The reason I update manually was that the doorbell would even get past 10% before saying try reconnecting and it was a loop. Not until that update came through the following day, as posted above that I was finally able to get the live feed to work and get notifications to start working.

This was even after I had tried to get it working bringing it indoors and trying to get it to pick up motion to see if I would get a notification. The number of times I have had to re-start the chime and also check the powerline adaptor using another ethernet cable on another device to check that was not at fault. Only to find out it was an update for the chime only that caused the fall over the night before.