Door bell black screen

[Mightyroyal]

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?

[caesarome · Accepted solution]

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

[Windsor154]

I have this same problem, was it resolved?

[lettice]

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@Windsor154 wrote:

I have this same problem, was it resolved?

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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.

[Pip7323]

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. 

[Windsor154]

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.

[lettice]

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@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. 

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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.

[lettice]

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@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.

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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.

[allison1963]

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!!

[lettice]

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@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!!

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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.

[allison1963]

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

[Windsor154]

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.

[allison1963]

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.

[lettice]

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.