If the SkyBell Doorbell Camera receives information and audio but the Live View screen is solid black/white/gray/not loading, verify the following to resolve the behavior.
Verify the mobile device is not on an active call
The SkyBell Doorbell Camera does not provide a live view when on a live phone call.
Compare live video performance using Wi-Fi versus cellular data
- Put the mobile device into airplane mode and verify Wi-Fi is still enabled. Test the device.
- Disconnect the mobile device from Wi-Fi and verify that cellular data is enabled. Test the device.
Testing on cellular versus Wi-Fi can help determine if this behavior is due to inadequate network bandwidth or cellular data throttling.
Reduce the video resolution and quality for the SkyBell Doorbell Camera
Reduce the video resolution and quality of the SkyBell Doorbell Camera to Standard. If performance improves because of the quality reduction, the SkyBell Doorbell Camera likely has insufficient signal strength (i.e., the router is too far away from the device).
To change the video resolution and quality using the Alarm.com Website:
- Log into the Alarm.com website.
- Click Video.
- Click Settings.
- Using the Video Device dropdown menu, select the SkyBell Doorbell Camera to be edited.
- Click Video Device Info.
- Using the Video Resolution and Quality dropdown menu, select the resolution and quality.
- Click Save.
Test live video using a different device
Try viewing the Live View from another mobile device.