Forum Discussion
Solved
Installed 5 days, but the Doorbell camera goes offline 3 times
anyone one got the similar situation and how to solve it? I need to click troubleshooting and change network.
Can you provide more info to what you are experiencing?
Hi Team,
The attached screen capture is the doorbell activity record; it showed that it was offline at 4am and i realized that at noon. During this period, the doorbell is out of service.
* This doorbell was installed last Friday noon.
Best Regards,
Danny
Danny
TELUS_Support
Official Support Team
Official Support TeamIt's important for us to investigate this issue to ensure that it's working as expected.
Please follow these steps to help resolve the issue:
- Check Wi-Fi Connection: Ensure that the doorbell is within range of your Wi-Fi network and that the network is functioning properly.
- Power Cycle: Try resetting the doorbell by powering it off, waiting for a few moments, and then powering it back on.
- App & Firmware Update: Make sure the doorbell’s firmware is up-to-date. You can check for updates via the Telus app if you haven't already.
- Network Stability: Sometimes, intermittent Wi-Fi or network instability can cause devices to go offline. Please check your internet connection to ensure it is stable.
- Hi TELUS Team,I tried the solution you suggested. However, it remains offline every day. The worse just happened, it looks power off and can't be ON even long press the button. What should I do?regards,Danny
- TELUS_Support
- Ensure that the doorbell camera is properly connected to its power source. If it's wired, check for any loose connections. If it's battery-powered, make sure the battery is charged or replace it with a fresh one.
- Try pressing and holding the reset button for at least 10-15 seconds. This may reboot the camera.
- Ensure there’s no visible damage to the camera or wires that might be affecting its power.
If these steps don’t resolve the issue, let us know by sending us a private message.
- Hi,I did teardown the Doorbell and check the power connection, I believe that the bad connection is due to the installation. I fixed it and power on successfully. However, I tried to troubleshooting the wifi connection, long press until the yellow light flashing, but still can't connect. what should I do?RegardsDanny Tang
