If you are trying to view live feed on your SkyBell and you notice that the video is either stuck on a frame, not playing (black screen), or causes the app to shut down there are a few different causes that may contribute to this issue
Possible Causes
Account Login Timeout
This can happen when the session connection on your SkyBell app times out when trying to talk to the SkyBell Cloud. Or when the SkyBell on the wall needed to be quickly reconnected to the SkyBell Cloud.
Wi-Fi Priority
Since most homes today have several Wi-Fi connected devices your router may be having issues with managing the Wi-Fi traffic. Routers are the Air Traffic Controllers for your entire home, and they may set a QOS or priority for all the devices in your home. For example, it may see your streaming video player and smart-TV and decide to let it have more of the available bandwidth to work. To do this your router may have to take bandwidth away from smaller items, like your SkyBell or connected thermostat.
Wi-Fi Latency
If you have an upload speed of less than 2 Mbps, the SkyBell will often times do not have consistent, fluid video. Please perform an upload speed-test of your Wi-Fi by downloading a speed testing app (we recommend OOKLA, or speedtest.net). You will want to make sure that you focus on the upload speed, as the SkyBell uses the upload function to send data to the SkyBell Cloud.
Wi-Fi Signal
Sometimes Wi-Fi signals are not strong enough or are subject to interference. This means that the radio signal between your router and SkyBell is fuzzy. This signal can be checked on your SkyBell by going to Device Settings >> Device Information, scroll down to SkyBell Connection Status. There you will see Signal Level and Link Quality.
| Signal Level Guide | ||||
| AMAZING | VERY GOOD | GOOD | POOR | UNRELIABLE |
| -30 to -50 | -51 to -60 | -61 to -70 | -71 to -80 | -90 to -100 |
Possible Fixes
Lower the Live Stream Resolution
Doing this will tell the SkyBell live stream to use less bandwidth. This setting is found in: Device Settings >> Live Stream Resolution.
We suggest starting at 480p. Saving the setting and testing. If it works, you can leave it or move it up to 720p Good or Better.
* This will only affect live stream, all SkyBell Video Doorbells upload videos at 720P Good quality and is not affected by this change. *
Adjust the Wi-Fi QOS/Priority on your router
Depending on the model of router in use you may be able to go into the setting for the router and adjust how much bandwidth your router lets your Wi-Fi devices have.
Move Router or Use Extender
Depending on the layout of your home, the signal may be low due to distance from the router or due to physical obstacles like walls and plumbing (in the walls) between the router and the SkyBell. If you use an extender, we suggest placing it someplace in the middle between the SkyBell and your router. This way the extender can provide a wider coverage area for the SkyBell and for other Wi-Fi enabled devices too.
Soft Reset the Device
Hold the SkyBell button down until it flashes Dark Blue. Once it Flashes Dark Blue let go of the button. The SkyBell HD will next boot back up and reconnect to the server. The LED's will blink: Double Orange >> Blue/Green >> Solid Green (or your custom LED Color).
Delete and Resync
If none of the above steps resolve the issue, you can delete the SkyBell from the app and re-sync.
To delete: Go to My Devices >> Tap the Gear icon on upper right of Device Screen >> Scroll to bottom of Device Settings screen and tap on Delete Device. You will be prompted to enter your SkyBell Account password to verify and then confirm your action.