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Discussion topic: Sky Protect Doorbell not synced to Chime

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This message was authored by saltman1 This message was authored by: saltman1

Sky Protect Doorbell not synced to Chime

perhaps a similar issue to others but can't see this exact question elsewhere:

i set up the doorbell, synced it to the chime etc and it seemed to be working fine for several weeks. then one day last week it just disconnected without warning and I can't get it to re-connect.

The Chime is working fine - connected to the router via ethernet cable. 

i have removed the doorbell from the app and attempted several times to set it up again from scratch - but every time i get to the part where you have to sync it with the chime, it doesn't work. i press the sync button on the chime, and it starts flashing blue/yellow, but when i hold down the sync button on the doorbell, nothing happens.

it's fully charged. when it's turned on, the light is yellow, which i think is meant to mean that it's "on"/working but not connected to the internet. but when i try to sync, the light just stays yellow and doesn't change at all.

have tried many times but it doesn't want to connect/sync

not sure what to do. i have a feeling it's just failed/broken in some way.

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

Re: Sky Protect Doorbell not synced to Chime

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

Your chime is a solid blue, so is connecting to your router fine.
Are you trying to reconnect your doorbell close to the Chime?
It may not sync well, when trying to sync some way from Chime, like on your door. Once synced you can move it to back to your door.

 

Assume you have tried, but follow the troubleshooting in the app.

As described below.

 

My Video Doorbell hasn’t synced to the Chime

We recommend setting up the Video Doorbell next to the Chime. Then, once connected, mount the Video Doorbell on your front door. If it disconnects once mounted outside, it may mean the two devices are not close enough together. Try bringing the Chime closer to the Video Doorbell.

 

Not seeing a flashing blue and yellow light during syncing?

Make sure you press and hold the sync button until you hear a click.

 

Don’t forget to try again / Smart tip

If the first time you try to connect the Video Doorbell it doesn’t work, make sure to check the help steps above and try the set-up again from step one. You can go back to the home screen at any time by selecting the ‘x’ in the top right corner of the install screen.

 

What do the different lights mean?

Solid yellow. Powered on, not connected to the Chime.

Flashing yellow and blue. Video Doorbell is pairing with the Chime.

Solid blue. Connected to the Chime.

Flashing yellow. Restart needed. Press and hold ‘reset’ button for ten seconds to do this.

 

When charging

Flashing yellow or blue. Video Doorbell is charging.

Solid blue. Video Doorbell is fully charged.

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Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
saltman1
Topic Author
This message was authored by saltman1 This message was authored by: saltman1

Re: Sky Protect Doorbell not synced to Chime

I have followed all the advice and troubleshooting in the app. I put the chime and the doorbell literally 5cm apart when I was trying to sync them. But no success

This message was authored by Lumi This message was authored by: Lumi

Re: Sky Protect Doorbell not synced to Chime

Is there any way I can contact the technical department? I'm having a problem with the chime; it keeps flashing blue. I reset the gadget and the internet. I eventually uninstalled the video doorbell from the account, and now I can't add it back in or connect to it. I contacted 150 customer service and the Sky Protect Sale team, both of which were completely useless. Please help. Thank you.

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

Re: Sky Protect Doorbell not synced to Chime

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

@Lumi wrote:

Is there any way I can contact the technical department? I'm having a problem with the chime; it keeps flashing blue. I reset the gadget and the internet. I eventually uninstalled the video doorbell from the account, and now I can't add it back in or connect to it. I contacted 150 customer service and the Sky Protect Sale team, both of which were completely useless. Please help. Thank you.


In the Sky Protect app under support are the Sky Protect team contact options, a phone number and email address.

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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 AlexElf This message was authored by: AlexElf

Re: Sky Protect Doorbell not synced to Chime

Did you get this to work in the end. Received mine today. Managed to pair the chime and doorbell first time, and then it was doing firmware for about two hours. I decided to remove the chime and doorbell and retry and since then I can't connect the doorbell, chime however is solid blue and flashes when I try and connect the doorbell but just won't pair.

 

i have emailed and they said they will remotely force the firmware from their end and I should be able to pair tomorrow, not entirely sure how that will work however? 

thanks

 

alex

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

Re: Sky Protect Doorbell not synced to Chime

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

@AlexElf wrote:

Did you get this to work in the end. Received mine today. Managed to pair the chime and doorbell first time, and then it was doing firmware for about two hours. I decided to remove the chime and doorbell and retry and since then I can't connect the doorbell, chime however is solid blue and flashes when I try and connect the doorbell but just won't pair.

 

i have emailed and they said they will remotely force the firmware from their end and I should be able to pair tomorrow, not entirely sure how that will work however? 

thanks

 

alex


If the doorbell seems stuck.
On the back of the doorbell, under the cover next to the usb connector, switch the power to off and leave off for at least ten minutes. Power on and if it was paired previosuly, it may connect 'blue' again. If not try repairing with Chime again.

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Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
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