NO VIDEO ON DOORBELL.

[paultf1]

Hi, I am posting this post in the hope it might help someone.

I received my kit on Monday 4th March 24, while waiting for my kit, I downloaded the app from Google Play Store. When I received my kit ,I started to set up the Doorbell And Chime,as shown on the app. 

First  like many others could not get the Chime and Doorbell to pair, after several attempts to no avail.

I then decided to charge the Doorbell overnight hoping that was the problem. On Tuesday I Thought I

Would uninstall the app and do a fresh install. I followed and double checked the insructions on the app.

When I got to the pairing page with the countdown it was only starting from 9 seconds down. I thought

That cannot be right. I thought thats where the problem lies. I then thought I try uninstalling and reinstalling the app again, still the same.,I gave up then on the Tuesday. On Wednesday I thought I would have a change and decided to see if the Indoor Camera ,and the sensors would set up. So I Opened The box and then seen the QR Code . I got my tablet and uninstalled the app again and

Scaned the QR Code ,opened it and downloaded and installed it. I disconected it all and had a Coffee , and Started from fresh. again double checking befor doing any thing, I got to the pairing page with the Count down clock it was showing 90 second countdown ,I thought it sounds promising , watching 

The timer then all of a suden ,celibrations on screen you are paired. Please wait while finishing off.

I thought cracked it. I got a pop up on the app to say it was updating ,but carry on installing the rest of 

The sensors an camera.. I started with the camera , no problem then the bridge, and all the sensors no

problem at all. I then had a nother cuppa, and checked to see if the update had finished., it had so I

Went to the doorbell  page for settings to see what to set etc; went back to Doorbell live view and just  Got a black screen. I kept getting push notices saying movement at Front Door but no video at all. I got 

A Yellow Light followed by a solid Blue Light and I could see the Red Lights on the doorbell ,but still no Video. On Thursday I went on the app and contacted Sky by Chat, I had a responce quickly and polite

After some security questions I told the the problems Iwas having, they asked for a snapshot of the  Live feed .Which I had to send by E-mail. The agent said they received it and then told me that there Was a bug in the app and a new update was coming out next week and should solve the problem.

Should I still have the problem then contact them again, and they will give me some options as to sort Out the problem. After reading the posts on this forum I belive this fix ,update should have been done

Some time ago , and stopped the advertising and concentrated on fixing the bugs., the Doorbell is the

Main item for most people. I belive that this Doorbell is not fit for the purpose,and as for being free it Is

Still paid for in the insurance premium. I will keep on updating this post hoping to help others.

          Paul.

[Highlinder]

@paultf1  How old is the device that you have the Sky protect app installed on.  I found out myself that the mobile device I had was not powerful enough to view the doorbell feed and would see just a black screen.

Now there is other factors you will see when you view the doorbell on the app the strength of the signal which is on the right-hand side of the battery percentage left in the battery just like you would see the signal on a mobile phone. How many bars is that showing and what colour are they?

[paultf1]

Hi Highlander.

Thank you for your reply. I have tried the app on two devices, a tablet which is about 18. months old and a smart phone about the same age.they both run on android 10.

At the moment the doorbell and chime is next to my router.

On the app the doorbell is showing full Green bars. I have no issue with any thing else.

Thank you.

Paul

[lettice]

If your devices are on Android 10, they are supported for the Sky Protect app.

Autumn last year, there were some fixes put out on  the Android app, mainly around devices upgrading to Android 14 and Google Pixels, that had blank doorbell live video.

There are a few other phone models that have had some problems with doorbell live video. Some fixed as far as we are aware.

Would suggest now contacting via email the Sky Protect support team, letting them know your make and model, Android version and your Sky Protect app version
Within the app, select the ?
Click on the blue support button
Select Get in touch
The email address is there.

[paultf1]

Hi lettice.

Thank you for your reply.

I have contacted Sky on chat, and they inform me that there is a new update to the app to version 2 

Next week. If I shoud not still be able to get video on the doorbell, I should contact them again.

So I have to keep looking should the update be posted.

Paul.