‎Doorbell stuck in setup loop | SimpliSafe Support Home
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Froggy's profile
Froggy

3 Messages

Tuesday, April 25th, 2023 9:33 PM

Doorbell stuck in setup loop

I am attempting to setup my doorbell camera. I have moved to a new house. Yes the light is blinking white, I scan the qr code and I get the audio message saying its attempting to connect to wifi. It will not connect to the network. The doorbell seems to reset itself. The light goes yellow and I get a message saying the doorbell is ready to setup again. It keeps doing this. I have tried everything I can think. Ideas?

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Updated 

10 months ago

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emily_s

Community Admin

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3.1K Messages

1 year ago

Hi @Froggy, 

The mention of the yellow light is a very good call out! This light can mean that the Video Doorbell trying to boot up, or it's initiating an update. Have you tried a hard reset on the doorbell? You can do this by taking the following steps:

  1. Unscrew the security screw from the bottom of the Video Doorbell, using the provided T5 torx screwdriver. (If you have lost yours, our Support team can provide a replacement)
  2. Unmount the Video Doorbell
  3. Look for the Reset button, located above the micro-USB port
  4. Hold the Reset button for 16 seconds. When you release, the unit should reboot
  5. Re-mount the Video Doorbell as it reboots
  6. When it starts blinking white, it's has rebooted to Setup Mode
  7. You can then set up again in the SimpliSafe app

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Froggy

3 Messages

1 year ago

Hello,

Thanks for the reply! I have done all you stated above, many times. The doorbell keeps looping through these steps. It does say it cannot connect to wifi. I have double checked to make sure my router is transmitting 2.4 ghz which it is. The router is within 10 feet of the doorbell. I have a base station and it connected to wifi no problem. Any other ideas?

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Froggy

3 Messages

@dlpsr​ Hi there! I am using xFi Gateway from Comcast. It is the same as I used at my old house.

I did get a new error message I have not received at all during the 20 times I have tried setting the doorbell up. It is now saying the doorbell s associated with another account. I am guessing that is my old address. I do not have any doorbell in my account that I can see so not sure. Any ideas on this new error message?

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1 year ago

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emily_s

Community Admin

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3.1K Messages

Hi @Froggy​, 

How far away is your router from your Video Doorbell? Since you have 2.4GHz Wi-Fi your doorbell should connect to your network no problem; but if there is a big distance between it and your router, it may have issues receiving a signal. 

The new message you see that your doorbell is associated with another account is certainly odd, especially since you didn't see it when you initially tried setting up your doorbell. I would contact our Support team, as between this and your doorbell not completing its setup, it appears that you may need a replacement. 

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1 year ago

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miketjthomas

17 Messages

1 year ago

I have the same issue, everything else is connected OK, but the camera goes through all the correct steps but before it connects to my wifi the light turns yellow then flashes white and I get "doorbell is ready to setup" again. I have tried all kinds of resets and sat the door bell next to my router, nothing seems to fix the looping issue 

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emily_s

Community Admin

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3.1K Messages

@miketjthomas​ If you remove the Video Doorbell from your account using the SimpliSafe app and then try to reinstall it, does that help? If it does not, I would reach out to our Support team for additional assistance, as they will be able help you troubleshoot this live.

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1 year ago

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heathceren

1 Message

Same issue here.  I just purchased the video doorbell today and had our electrician install it.  There were 12v running through the existing doorbell wiring and it all looked ok as the doorbell lit up.  However, the setup goes through an endless loop and can never connect to wi-fi.

I chatted with support from SimpliSafe and they couldn't help.

This reply has been converted into a comment

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11 months ago

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heathceren

1 Message

11 months ago

Same issue here.  I just purchased the video doorbell today and had our electrician install it.  There were 12v running through the existing doorbell wiring and it all looked ok as the doorbell lit up.  However, the setup goes through an endless loop and can never connect to wi-fi.

I chatted with support from SimpliSafe and they couldn't help.

This comment was created from this reply

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emily_s

Community Admin

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3.1K Messages

@heathceren​ I see that our Support team was able to process a replacement doorbell when you contacted them. If you find that you run into this same issue with your new doorbell, let me know and we can troubleshoot further. 

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11 months ago

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scarstens01

1 Message

Same issue here. They sent us a new doorbell and it still isn’t working!

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10 months ago

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davey_d

Community Admin

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5.6K Messages

@scarstens01​ sorry to hear you're still having trouble. Could you please give more detail of what you've already gone through? There might be something we've missed that could help get your issue resolved!

For example, it sounds like you're already at the scanning part of the setup process. Are you hearing a ding from the Video Doorbell, indicating that it was able to read the QR code on your phone? If not, we'll need to troubleshoot how that QR code is displaying.

But if you are hearing a ding (like the original poster described), then that means it was able to read the code, and is now trying to log into your WiFi. If that's not going through, then either the WiFi name or password are incorrect, or there's some other issue on your WiFi router's end that is blocking the connection.

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10 months ago

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