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Discussion topic: Door bell black screen

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This message was authored by Mightyroyal This message was authored by: Mightyroyal

Door bell black screen

Hi

 

I have set my chime and door bell up but for some reason the picture is just a black screen. It picks up someone is at the door and rings but the picture is just a black screen no matter when I view it. Any one have any idea what could be causing this?


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This message was authored by caesarome This message was authored by: caesarome Answer

Re: Door bell black screen

Posted by a Superuser, not a Sky employee. Find out more

You can contact someone about this via the live chat that is available on the Sky Protect app.

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This message was authored by caesarome This message was authored by: caesarome Answer

Re: Door bell black screen

Posted by a Superuser, not a Sky employee. Find out more

You can contact someone about this via the live chat that is available on the Sky Protect app.

__________________________________________________________________________________________
If someone has helped you then please click on the LIKES button in their post.
If you need help please provide as much information as you can
This message was authored by Windsor154 This message was authored by: Windsor154

Re: Door bell black screen

I have this same problem, was it resolved?

This message was authored by lettice This message was authored by: lettice

Re: Door bell black screen

Posted by a Superuser, not a Sky employee. Find out more

@Windsor154 wrote:

I have this same problem, was it resolved?


Has your doorbell been working fine, before this black screen appeared?

If so, within the app, from devices select the doorbell and click on reboot, let the doorbell reboot. It may take som minutes to do so.

Also, would recommend rebooting your phone or tablet that you use with the Sky Protect app, after you have rebooted the doorbell.

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Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
This message was authored by Pip7323 This message was authored by: Pip7323

Re: Door bell black screen

I have the same issue since changing phones. It worked fine on iOS but since moving to android the preview is just a black screen. 

This message was authored by Windsor154 This message was authored by: Windsor154

Re: Door bell black screen

The problem has been from the start, I installed the camera, it took 3 attempts and I had to disable wifi 5 on my modem.

I've installed the doorbell twice and I think have seen video from it once. It picks up movement and works when pressed, but still a black screen on the app. I've rebooted the doorbell and my phone as suggested, but still the same.

This message was authored by lettice This message was authored by: lettice

Re: Door bell black screen

Posted by a Superuser, not a Sky employee. Find out more

@Pip7323 wrote:

I have the same issue since changing phones. It worked fine on iOS but since moving to android the preview is just a black screen. 


Which Android make/model are you using that you get the black screen and its Android OS level?

Would suggest emailing the Sky protect team with the email address listed in the Sky protect app under Support.
There may be a problem that needs fixing in the Sky protect app with your particular Android phone and OS combination.

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Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
This message was authored by lettice This message was authored by: lettice

Re: Door bell black screen

Posted by a Superuser, not a Sky employee. Find out more

@Windsor154 wrote:

The problem has been from the start, I installed the camera, it took 3 attempts and I had to disable wifi 5 on my modem.

I've installed the doorbell twice and I think have seen video from it once. It picks up movement and works when pressed, but still a black screen on the app. I've rebooted the doorbell and my phone as suggested, but still the same.


Looks like you have tried all my suggestions above.
Would suggest to email the Sky protect team or call them with the email address and contact number in the Support section of the Sky Protect app, to report your problem and work with them for some resolution to your doorbell problem.

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Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
This message was authored by allison1963 This message was authored by: allison1963

Re: Door bell black screen

I am having exactly the same issue. I contacted sky protect tech team and have been told it is a known bug but that they have no timeline as to when it will be fixed!!! Offered me an extra indoor camera!!

This message was authored by lettice This message was authored by: lettice

Re: Door bell black screen

Posted by a Superuser, not a Sky employee. Find out more

@allison1963 wrote:

I am having exactly the same issue. I contacted sky protect tech team and have been told it is a known bug but that they have no timeline as to when it will be fixed!!! Offered me an extra indoor camera!!


What make and model is your phone and its operating system version?

Sky have said that the blank screen in live view  on the video doorbell is a known bug with Google Pixel devices that have recently upgraded to Android 14.

It maybe fixed in the next app update.

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Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
This message was authored by allison1963 This message was authored by: allison1963

Re: Door bell black screen

I am using a Galaxy a54 5g and my son is using an iPhone xr it doesn't work on either.

This message was authored by Windsor154 This message was authored by: Windsor154

Re: Door bell black screen

Same issue, mines a Motorola g82 5g running android 13, my wife's Motorola play running Android 11.

I took the extra camera as offered and have it pointing at the front door glass window.

This message was authored by allison1963 This message was authored by: allison1963

Re: Door bell black screen

So I removed all items from the app. Pressed reset on the chime and then turned all power off for 10 mins to the chime. I got my son to uninstall the app on his phone and uninstalled  the app on my phone. Then restarted my phone reinstalled the sky protect app and started over as if it was the first time I was installing everything and low and behold everything is working as it should. My son has installed the app again now and he too has everything working fine too. Hope this helps some people having the same problem.

This message was authored by lettice This message was authored by: lettice

Re: Door bell black screen

Posted by a Superuser, not a Sky employee. Find out more

The latest Nov 15th update for the Sky Protect app landed yesterday on Android.

Myself and another Sky community Superuser now have the doorbell live video working on our Google Pixel phones on Android 14. No more black screen for live video.

So update the app,if it has not already.

 

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Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
This message was authored by sammi2 This message was authored by: sammi2

Re: Door bell black screen

my door bell is doing the same thing and after the 7 days a sky man told me the bug would fix it's self and it's still happening.

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