I think my SkyBell HD is offline or disconnected, how do I know for sure?

Here are a few things you can try if your SkyBell HD is offline or is disconnected.

Check the SkyBell LEDs to see what color or pattern it is displaying before continuing. Remember to check the SkyBell LED Button to see what color and pattern it displays before continuing. A fully connected SkyBell should be solid green or your default user chosen color. Click this link to find out what your SkyBell is telling you: SkyBell HD LEDs and What They Mean

If your SkyBell HD is Offline in your SkyBell App, or it appears that your app is not working correctly, follow these steps to get your SkyBell back online.

Troubleshooting WiFi and Connection Issues

Troubleshoot your SkyBell's WiFi connection

  1. Check your SkyBell HD has power

    If you notice your SkyBell does not stay powered on or only comes on if you push the button, it may not be staying connected to power. Check to make sure there is no warping as this can prevent the device from having a firm metal on metal contact, which stops the device from charging. Also, please check to ensure the metal contacts on the back of the SkyBell are not pushed in, this will also prevent the device from charging. You can gently pull the metal contacts out a little if you find them pushed in.

    If this doesn't work, you may need to perform a voltage meter reading and possibly replace your transformer. 

    Click on this link to see the power requirements: Power Requirements

  2. Make sure your WiFi network is working

    SkyBell HD requires an internet connection to work, check that you are able to get online with another device. If you are using a mobile device, ensure you are not using cellular data to test.

    If you are unable to connect with any device, contact your internet service provider to check the service status in your area or check your router to be sure it has not become disconnected.

  3. Check your SkyBell app version

    Go to the Apple App Store or the Google Play Store to make sure you have the latest version of the app. You can download it for free.

  4. Restart your SkyBell

    Doing a soft reset on your SkyBell HD may help to solve your WiFi issues.
    1. Press and hold the main button on your SkyBell HD for approximately 30 seconds.
    2. As soon as the LED starts to flash green, stop pressing.
    3. Eventually the LED will flash green and red and then blue. If the SkyBell continues to flash green and red, you will need to re-sync the SkyBell to your SkyBell app. 
      iOS Syncing
      Android Syncing

  5. Restart your router/modem

    Restarting your router will reset your internet connection. While you are restarting your router, restart any WiFi extenders/repeaters you have.

    1. Switch off and unplug the power from your router/modem.
    2. Wait approximately 30 seconds and plug the power back on and reconnect all of the cables.
    3. Once you have power, the router/modem will restart.
    4. Verify you are connected to the internet by testing a few WiFi devices.

  6. Check your bandwidth

    If you do not have enough bandwidth, you will have problems connecting to your SkyBell HD.

    1. Run an internet speed test on your computer or mobile device
    2. For a moment, disconnect a few other devices from the internet, one at a time. 
    3. After disconnecting one of your devices, run a second speed test to see if the internet speed gets any better.
    4. Try your SkyBell again to see if you have better luck with the connection.

  7. Check your wireless interference

    Wireless interference can cause your SkyBell to struggle to make video connections, send notifications or cause it to disconnect from the network and then may start to blink. You may need to move your router closer to your SkyBell HD or use an WiFi extender to help with interference.

    Click on this link to learn more about wireless interference: Troubleshooting Wireless Interference

  8. Check the advanced settings on your router or access point

    Incompatible settings in the WiFi router may cause your SkyBell HD to appear to be disconnected or offline. There are a few things you can check to be sure these settings are not causing problems:

    1. Firewall or parental controls can block the communication required for the SkyBell and the router. 
    2. Many of the routers offer a setting very much like this: Tx Burst, Frame Burst, or Packet Burst. Every manufacturer will most likely name them differently but they all operate in a similar fashion. You may have to look in the “Advanced” section of your router configuration. When you see these settings in devices offering these settings, please turn them off. Though they may sometimes be called Tx Burst Asus, Frame Burst Wireless, Frame Burst Verizon, the setting really only benefits G networks having no impact on N or AC networks.

      2. SIP ALG stands for Application Layer Gateway, and is common in many commercial routers. It intends to prevent some of the problems caused by router firewalls by inspecting VoIP traffic (packets) and if necessary modifying it. Many routers have SIP ALG turned on by default. You will have to look in the "Advanced" settings/WAN setup of your router configuration and disable this setting.

    3. Device priority may be limiting the amount of bandwidth you are allowing the SkyBell. Try moving the SkyBell to the top of the priority list. Check the manufacturer's instruction manual for further explanation.

      Wireless Network/Router Settings
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