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Troubleshooting Your Cameras

If you have made any changes to your internet and have a CCTV system, please contact our office.

Alarm.com Video Doorbells

Before Troubleshooting

Check the light on the doorbell to see the status. Refer to this LED guide while troubleshooting as well.

Solid Red

Blinking Red

No local or Internet connection

Power on, camera booting

Solid Green

Blinking Green

Connected to Alarm.com

Local network connection

Double-blinking Blue

Unable to ring indoor chime

ADC-VDB105X_silver_Hardware_Image_02.png

Solid Yellow

Blinking Blue

Blinking White

Blinking Yellow

Alternating Red & Green

Cool-Down mode is active

WPS mode (press and hold for 30-35s)

Wi-Fi Access point mode (press and hold button for 35-40s)

Camera power cycling (press and hold button for 40-45s)

Camera resetting to factory default (press and hold button for 45-50s)

Solid Green

Solid White

Solid Blue

Pulsing Blue

Blinking Blue & Green

Blinking Blue & Amber

Ready and working normally

In Call mode

Starting up

Battery is charging

Connected to Wi-Fi, waiting for server connection

Firmware update in progress

Double-blinking Orange

No Wi-Fi connectivity

Double-blinking Blue

Power supply issue

Blinking Green

Entering Troubleshooting mode

Blinking Red & Green

Blinking Blue

Blinking Amber

Wi-Fi Access Point mode

Push & hold ~60 sec

Power cycle

Push & hold ~70 sec

Factory reset

Push & hold ~80 sec

ADC-VDB770

Slim Line

skybell.png

SkyBell HD

Solid Green

Solid White

Ready and working normally

In Call mode

Solid Amber

Starting up

Blinking Red & Blue

Battery is charging

Blinking Blue & Green

Connected to Wi-Fi, waiting for server connection

Blinking Blue & Amber

Firmware update in progress

Double-blinking Orange

No Wi-Fi connectivity

Double-blinking Red

Power supply issue

Blinking Green

Blinking Red & Green

Blinking Blue

Blinking Amber

Entering Troubleshooting mode

Wi-Fi Access Point mode

Push & hold ~60 sec

Power cycle

Push & hold ~70 sec

Factory reset

Push & hold ~80 sec

Video Doorbell Troubles

Camera Offline

If your doorbell is offline and you made no changes to your internet, you can try power cycling the device to bring it back online. Press and hold the button for the specified time depending on your model of doorbell. The times are listed above in the LED indicator guide.

An alternative to power cycling if that does not work, or if you have made changes to your internet, is manually reconnecting the doorbell to the internet. There are different methods to reconnect the doorbell, all are listed below.

WPS Method (ADC-VDB770)

  • Press and hold the button on the doorbell until the light is flashing blue (30-35s)

  • Activate WPS Mode on your router. The router will begin to reconnect the doorbell to the internet. Give it time to connect before verifying the LED on the doorbell is green, indicating the connection was successful.

AP Method (ADC-VDB770)

  • Press and hold the button on the doorbell until the device enters Wi-Fi Access Point mode (35-40s). The LED should be flashing white

  • On an internet enabled device (smartphone, laptop, tablet etc) connect to the doorbell's Wi-Fi Network

    • The network name for your doorbell could be ADC-VDB770 (XX:YY:ZZ) where the last 6 digits are the doorbell's MAC address. ​

  • Using the same device, open a web browser and enter http://vdb770install or 192.168.1.1 in the web address. Follow the instructions to add the doorbell to your Wi-Fi network.​

  • If the connection is successful the LED on the doorbell should turn solid green.

AP Method (Slim Line & SkyBell HD)

  • Remove the doorbell camera from your Alarm.com account.

    • In the app go to More on the bottom right of the screen​

    • Select Manage Devices from the menu

    • Tap the three dots next to your doorbell

    • In Actions tap the trash can icon

    • Press Delete

  • Factory reset the doorbell by pressing and holding the button until the light begins blinking amber

  • Wait for the doorbell to reboot and enter AP mode. The LED should alternate blinking between red and green

  • Go back to the Alarm.com app

  • Select Doorbell or Video on the bottom of the screen

  • Tap the gear icon on the top right

  • Press Add Device

  • Locate your camera's model, select it and follow the rest of the on screen prompts

Chime Doesn't Sound

If your doorbell chime does not work, check your device's chime type.

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To locate the chime type while using the app version of Alarm.com, use the following instructions:

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  • In the Alarm.com app go to Video or Doorbell listed on the bottom menu

  • Select the gear icon on the top right of your screen to get to settings

  • In settings press the arrow next to the device, usually labeled by which door it is installed on

  • Scroll down until you see audio and select it to go into audio settings

  • In audio settings, ensure your chime type is set to mechanical. If it is not on mechanical chime, change the chime type and save your changes. You can also make sure that indoor chime is enabled

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If mechanical chime was already selected and you see that indoor chime is enabled in the audio menu, then you can try power cycling your doorbell. The last option, if all of the above do not fix the chime, is to factory reset the doorbell and learn it back in as a new device. After factory resetting the doorbell, if the chime still does not work then please contact our office or have a licensed electrician take a look at the chime box.

​

Note: The chime may not work if the button is pressed too many times, the temperature is too high or if a live view call session is active.

No Notifications or Recording

When your doorbell is not sending notifications or recording video clips, it usually has to do with the recording rules. These rules are set up to allow the doorbell to record when it picks up motion or when the bell is rung. To check that your rules are set up correctly you can follow these instructions:

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  • In the Alarm.com app go to Video or Doorbell listed on the bottom menu

  • Select the gear icon on the top right of your screen to get to settings

  • In settings go to Recording Rules

  • In your recording rules, make sure both the doorbell ground zone and the call recording are turned on. The ground zone enables recording when the camera picks up motion and the call recording enables recording when the button is pressed.

​

Note: If you have a Slim Line or SkyBell HD doorbell, there is no option for Video Analytics or a ground zone. If you would like motion turned on you have to change it under the call recording schedule.

​

If you do not see any rules set up for your doorbell under recording rules, you can set up new rules for both the ground zone and the call recording. The following are instructions to set up a new ground zone rule.

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  • In the Recording Rules menu, select Add on the top right

  • Choose Video Analytics from the menu

  • Set up the rule to your preferences and then hit Save

​​​

To set up a new call recording rule you can use these instructions:

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  • Back on the Video or Doorbell screen select the gear icon to get into settings

  • On the Video Device Settings page, select the doorbell that needs the rule

  • Under Automation, tap Setup Doorbell Call Notifications

  • Tap Add and then Doorbell Call

  • Enter a name for the rule

  • In For the selected devices, choose your doorbell camera

  • In When the following event occurs, choose Motion, Button Pushed or both

  • In During this time frame, choose either At all times or Only during the following times to set up a schedule for the camera to follow

  • In Recipients, choose Add to select the devices and people you would like to be notified

  • Verify you are happy with the current notification configuration and then Save

Making a Buzzing Sound

To troubleshoot a doorbell making a buzzing noise, first try to power cycle the device. Usually this makes the buzzing go away but if not, there are a few things you can check:

​

  • Verify the outlet is providing enough voltage to the doorbell

    • Recommended rating: 16-24 VAC, 10 VA (20 VA if there are two doorbells)​

  • Verify the chime type is set to mechanical (Refer to Chime Doesn't Sound for instructions)

    • If the chime type is already set to mechanical and the previous options haven't stopped the buzzing, the chime may be too old and cannot regulate the power current to the doorbell properly​

​

If there is a problem with the voltage or the chime box please reach out to our office or a licensed electrician.

Hot to the Touch

The ADC-VDB770 may become hot to the touch. If the doorbell is hot it is usually not cause for concern. Here are some things to keep in mind if you feel your doorbell is too hot:

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  • The doorbell is designed to channel heat away from key components to the backplate. As a result the backplate may reach higher temperatures than other surfaces

  • The doorbell is rated to operate between -22°F (-30°C) and 104°F (40°C)

  • If the doorbell becomes too warm, it will enter Reduced Power mode, and if its internal temperature is too high it then enters Cool-Down mode (indicated by a solid yellow LED). The indoor chime will still work in such instances, and when the device reaches a safe temperature it will resume standard operation

​

If you still are concerned about the temperature of your doorbell feel free to contact our office for assistance.

Alarm.com Wi-Fi Cameras

Camera Offline

If your camera is offline and you made no changes to your internet, you can try power cycling the device to bring it back online. Find the power source and unplug the camera for 1-2 minutes before plugging it back in. Allow the camera some time (2-5 minutes) to power back on and reconnect before checking your live feed.

ADC-V724.png

ADC-V724

If power cycling your camera does not work or if you changed anything about your internet, use the following methods to reconnect your camera to the internet.

WPS Method

  • Locate the WPS button on both the router and the video device. On a router the button is typically labeled with WPS, two arrows in a circle or a lock symbol. On most video device models the button is labeled WPS or Reset

    • The WPS/Reset button on your camera may be inside a door on the bottom of the camera near the
      SD card slot

  • Hold the WPS button on your camera for about 2-3 seconds (or until the LED starts flashing blue) to put the device into pairing mode

  • Press the WPS button on your router for 1-6 seconds to put it into WPS mode. The time may vary significantly between routers. Typically you will see a flashing light to indicate it successfully switching into WPS mode. If there is no LED then WPS mode may be disabled on your router.

  • Wait approximately 2 minutes for the camera to connect to your router

  • Once the video device is connected the LED should be solid green and you can check your feed

AP Method

  • Press and hold the WPS/Reset button on the back of the camera for 5-7 seconds until the LED starts flashing white

  • Using an internet enabled device (smartphone, tablet, laptop etc) connect to the network name that starts with either ALARM or the device name followed by XX:XX:XX. The numbers are the last six digits of the camera's MAC address.

    • The device name, for example, could be ADC-V24/V24X (XX:XX:XX)​

  • On your internet enabled device, go to the web browser and enter 192.168.1.1 into the web address and press Enter.

  • Follow the on-screen instructions to connect the device to your wireless network

  • Select Scan for wireless network and choose your network name

  • Enter your Wi-Fi password and hit Ok

Additional Troubleshooting

  1. For the AP method, verify your Wi-Fi credentials are correct by connecting to the network with another device

  2. Delete the camera from your account and learn it back in as a new device

    • In the Alarm.com app go to More on the bottom right of your screen​

    • Select Manage Devices

    • Tap the three dots next to the desired device

    • Under Actions, tap Remove Device

    • Select Delete

  3. Perform a factory reset and learn the camera back in as a new device

    • Press and hold the WPS/Reset button until the LED is flashing green and red, then release the button​

    • The camera will then reboot to factory default settings

Cloudy at Night

Most nighttime video clarity issues stem from IR reflection. If the lens is dirty then the IR lights might reflect off of the dust, dirt, water spots or moisture on the lens. The solution to this is the clean your camera lens. Periodic cleaning of the lens will ensure your video quality is clear at night without those cloudy or fuzzy obstructions to the video feed. If your camera is too high up for you to reach with a ladder then please feel free to reach out to our office and we will send a technician to clean them for you.

Day vs Night on a dirty camera

image (1)_edited.jpg

No Notifications or Recording

If your cameras are not sending you notifications, please check the recording rules to make sure you have one set up for the camera and that it is turned on. To check your recording rules, you can follow these instructions:

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  • In the Alarm.com app, go to Video on the bottom of your screen

  • Tap the gear icon on the top right

  • Select Recording Rules

  • Scroll through the rules and make sure you have a rule for the camera and that the toggle on the right is turned on

  • If you do not have a rule made, tap Add on the top right

  • Choose Video Analytics

  • From the list, choose the camera you would like notifications for and scroll to the bottom to select ground zone

  • Then hit Next on the top right

  • Choose what type of camera you have (most commonly outdoors) and hit Next again

  • Edit all the options to suit your preferences and make sure to choose the methods you would like to be notified on the bottom before tapping Save

Alarm.com PoE Dome Cameras

Camera Offline

If your dome camera is offline and the ethernet cable is not disconnected, you can try to power cycle the device to bring it back online. You can also try to fix the trouble through the desktop version of Alarm.com.

To power cycle your PoE dome camera, locate the PoE switch or PoE injector and unplug the ethernet cable for the camera.

PoEInjector3.png

PoE Injector

5-Port PoE Switch

PoESwitch.png

To troubleshoot your issue via the app you will need to login on the desktop version of Alarm.com.

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  • On a laptop or desktop computer, login to Alarm.com

  • Select View on your camera's trouble condition when it appears on the home page or under Welcome, select the arrow next to Video Device - Not Responding

  • Click Troubleshoot and follow the onscreen prompts

ADC-VC827P

For any other issues regarding the dome camera or if troubleshooting doesn't work, please contact our office.

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608-848-6880

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