What does "Stream cannot be established" error mean?

If you try to watch a video feed and your SkyBell HD gives you the error message: "Stream cannot be established", this can mean one of the following:

1. Low upload-speed coming from your Wi-Fi signal that is synced to the SkyBell HD. Please perform a Wi-Fi speed test by downloading a speed testing app (OOKLA or Speedtest.net are great) and using your phone to connect to the Wi-Fi signal. You will then stand near the SkyBell HD with your front door closed and click "Begin Test" within the Speed testing app.

We recommend at least 1.5 Mbps of Upload Speed for the SkyBell HD to give a consistent and quick video feed. Having less that 1.5 Mbps will cause some consistency issues, as well as the error message above.

2. Weak signal from the Wi-Fi router that it is synced to. The SkyBell HD has a strong Wi-Fi module inside of it so it is capable of receiving Wi-Fi signals pretty well. However, if your router is more than 35 feet away and/or is 5 or more years old, this can cause issues with connectivity. We would recommend that if your equipment falls into this category you may want to look into getting a Wi-Fi range extender or even purchasing a new router. This will not only benefit your SkyBell HD but it will benefit all of your wireless internet connected devices.

3. On occasion, we have seen a SkyBell HD with a compatible network work well and then randomly start giving this error message. If this is the case, removing the SkyBell HD from power by either switching off the according breaker or removing the face of the SkyBell HD from the mounting plate for about 2 minutes and then reconnecting your SkyBell to power should resolve it. It will take a few moments to re-boot up. When it is in ready mode again, please test the SkyBell HD video feed and it should now be fully functioning.

4. Not on the 2.4 GHz band. If you have a Dual Band router, sometimes the 2.4 GHz and 5 GHz bands will run simultaneously as one SSID (available network name). The SkyBell HD runs on the 2.4ghz band only and if you have both the 2.4 GHz and the 5 GHz on one network the SkyBell HD will not know which to use. This could cause the video to intermittently fail to load. A simple solution is to go into your router's configuration settings (contact your internet company or router manufacturer if you need assistance in doing so) and changing the 5 GHz SSID name to something different from the 2.4ghz SSID name. For Example:    

Available networks:

__ SkyNetz0rz (2.4)

__SkyNetz0rz5GZ (5)

Once you have made this change, your SkyBell HD may need to be re-synced to the 2.4 GHz network. The best way to do this is to remove the SkyBell from your account, hold down the LED button until it is flashing ready to re-sync and then add it back to your account following the sync process steps. Make sure your mobile phone is connected to the 2.4 GHz signal coming from your router during the sync process.

If you have explored the above possibilities, have adjusted your network to be compatible and are still receiving the "Stream cannot be established" error, please contact our SkyBell Customer Care team for assistance.

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