Hello, I’m looking for help troubleshooting an issue I’m facing with my doorbell camera. In the alarm.com app, I can view picture from my doorbell camera I’d say 95% of the time without issue. However, when the doorbell is actually pressed, I cannot view the picture. The screen on the app times out and offers the troubleshooting options. After a minute or so, the video is accessible but there is no recording to show who pressed the doorbell. Is this an issue with the device itself or my internet connection? It is just strange given I can view the device almost all the time except for right after the doorbell is pressed.
Hello,
Your doorbell is currently set to digital. Can you confirm this is correct?
A mechanical chime is the most common which has the Ding-Dong sound. A digital chime has a longer custom noise depending on the digital chime.
When this happens, do the LED lights on the doorbell change?
Thank you
How do I check if it set to digital? The chime I hear when the doorbell is rung is the “ding-dong” sound which happens three times. When the doorbell rings, the LED light stays green.
Can you provide a picture of your chime?
In the Customer app, log in, tap on video, select the gear icon, select the video doorbell, tap Audio, choose the desired option in the Chime Type dropdown, and tap Save.
If this is not set correctly, it can have power issues like rebooting when the doorbell is pressed to even possibly burning out the doorbell.
Thank you, I can confirm it is set to digital.
It looks like the Wi-Fi is a bit low. Alarm.com is saying this can be the reason why it is having issues. I’m not sure why it would only be happing when the doorbell is pressed.
Can you perform a Wi-Fi signal strength on your phone while you are at the front doorbell location and tell us what download and upload speed you get?
To confirm, when the camera shows offline on the app, the doorbell LED is showing solid green?
So I added another router I had closer to the doorbell and the signal improved but the issue remains. Download speed is over 100 Mbps and upload over 50Mbps. The LED is green the whole time, before doorbell is pressed and after.
Thank you, I can confirm it is set to digital.
Can you add a photo of that chime in reply?
I mean the physical chime located in the home, not the chime settings page in Alarm.com. We need to verify the model, power, and type of the chime in the home. The behavior is often consistent with the chime setting not matching the type of chime in the home.
Can you take a photo of the physical chime, showing its labels? The cover may need to be removed to see those labels.
This happens to mine all the time. I have not found a fix yet, actually has done it with 2 different door bell cameras.
Happy to help!
We’re also checking whether the chime settings match the chime device. Once we receive the additional information we requested, we’ll be able to investigate further and provide you with an update as soon as possible.
Thank you!