Doorbell

[Angelaar]

I have been told that the doorbell only holds its charge if it is turned off when you are charging it. I am having problems syncing it to the chime currently. 

[lettice]

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@Angelaar wrote:

I have been told that the doorbell only holds its charge if it is turned off when you are charging it. I am having problems syncing it to the chime currently. 

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That is incorrect.
It needs to be on when charging. But, you will not be able to view any content via the app, while it is charging.
Best ploy is to charge for at least 8 hours via the chime or overnight.

If after a full charge, you find it is not syncing, turn the doorbell off via the switch next to the usb port and leave off for at least ten minutes, before turning on.

[lettice]

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@UpTheDing wrote:

Has anyone had an issue with a black screen, I cannot view video on the app it just loads a black screen, I can hear audio but no video or images.

I have set up everything correctly, I have the firmware up to date, I have tried turning 5ghz WiFi off and nothing gives me any video.

The indoor camera works perfectly it's just the doorbell that has the black screen.

Anyone have any ideas what is causing it?

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There was a bug with the app on some Android and Apple phones a few months back, but fixed with an Sky Protect app update.
It was mainly a problem for Android phones around them upgrading to Android 14.

Do check, you are running the latest Sky Protect app version. 

If your app is up to date, would suggest emailing or phoing the Sky Protect support team, with details of yur phone make model and OS version;
Within the app, select the ?
Click on the blue support button
Select Get in touch

[Angelaar]

@lettice It had been charging for a whole night but with the doorbell switched on, Sky then forced an update to the chime, I was asked to reset the chime and try pairing again. This didn't work and this is when I was told it didn't hold its charge when switched on while charging.. I then had to charge with it switched off, then try and pair again after another reset on the chime, this also didn't work and I am now waiting for next steps,  The doorbell dropped off my app after the firmware update failed and it hasn't synced to the chime since. The door bell shows a solid yellow light when fully charged. What I don't understand is why a forced update on the chime will sort the failed firmware update on the doorbell.. The doorbell paired fine before the firmware failure. 

[lettice]

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@Angelaar wrote:

@lettice It had been charging for a whole night but with the doorbell switched on, Sky then forced an update to the chime, I was asked to reset the chime and try pairing again. This didn't work and this is when I was told it didn't hold its charge when switched on while charging.. I then had to charge with it switched off, then try and pair again after another reset on the chime, this also didn't work and I am now waiting for next steps,  The doorbell dropped off my app after the firmware update failed and it hasn't synced to the chime since. The door bell shows a solid yellow light when fully charged. What I don't understand is why a forced update on the chime will sort the failed firmware update on the doorbell.. The doorbell paired fine before the firmware failure. 

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Try the doorbell switch off for ten minutes, not connected via the charge cable to the chime.

Also, at same time, turn chime off and allow it to connect with its blue light.

If the doorbell does not connect, try resyncing it again or if it's available in the app, try rebooting the doorbell via the reboot button in the app, this can take a number of minutes.

[Angelaar]

Hi @lettice 

Thanks for your help,  I have tried all that and more.. Sky are now sending me a new doorbell and chime - to be fair the sky protect team were helpful, apart from saying that it doesn't hold charge if you charge it while it is switched on 

[Duncan_1]

After support from this forum and Sky Support, I am now working fine again.  Thank you

Along side the switch off for more that 10 mins and charing direct from the Chime advice, let me also add a de-install and re-install of the App. Since doing this my doorbell is holding charge and staying connected. I have also stopped having 'Ghost' notifications of someone tampering in the middle of the night.  Hope this helps 

[Kennymor]

Everytime I try and switch on motion detection on doorbell its shows error, so no motion detection means no notifications, so makes camera useless

[lettice]

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@Kennymor wrote:

Everytime I try and switch on motion detection on doorbell its shows error, so no motion detection means no notifications, so makes camera useless

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Assume you are seeing this error in the Sky Protect app?

What is the actual error message that is displayed? 

Have you checked for an updated version of the Sky Protect app in the Apple or Google Play app store, for your Apple/Android device?

[Kennymor]

Just oops something went wrong I've uninstall and reinstalled app and reset all equipment 

[lettice]

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@Kennymor wrote:

Just oops something went wrong I've uninstall and reinstalled app and reset all equipment 

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That sounds like you are having trouble connecting to the Sky servers in some way and that section of the app is just not connecting correctly for you..

Would suggest trying a restart of your broadband router and then a restart of your devices that you use for the the Sky protect app.
No need to restart any of your Sky protect kit.

If that does not work, I would suggest contacting the Sky Protect support team with your Apple/Android device make/model and OS level and letting them know of your problems with this section of the Sky protect app.

Within the app, select the ?
Click on the blue support button
Select Get in touch
The email address and a support phone number are there.

[Kennymor]

Tried all that. Spend most of last night mucking about. Kit just no good

[AndyE14]

why on earth can the room camera connect to the router via wifi but the blooming door chimne has to be wired? what a pain. I wanted the chime in my lounge, router near the front vdoor anyway, visitors can just knock.

[mediocrebrit]

@AndyE14Bonkers indeed. I got around it by buying a mesh network (TP-Link Deco M4, I needed it anyway for better wifi coverage around the house), then I was able to plug the chime into one of the pods, which was right by the doorbell. Prior to that I had the chime a long distance from the doorbell, causing the doorbell battery to drain in just a few days. Now it hardly drains at all.

[Troll69]

I got round it by putting it in a bin and buying a Ring doorbell and chime!!