2 Messages
Video doorbell only works when connected to wall outlet power
My video doorbell only works when connected to wall outlet power, it does not work when connected to the wired doorbell circuit mounted next to my front door. When I plug the doorbell into my exterior outlet just below the doorbell mount the doorbell functions fine. When I put the doorbell back on the doorbell mount (wired doorbell circuit) the light turns yellow and it chimes so I know it is getting power but it tells me it cannot connect to WiFi but it was just connected to WiFi in the exact location so I know it is not a lack of WiFi strength. I contacted support and they had me reset the doorbell but the same problem still persists. Any suggestions.
captain11
6.6K Messages
@jerelrichardson Yes, call back and politely ask for a technical specialist call you back at a mutually convenient time. My doorbell has worked fine since it's intial installation years ago and still does. Plugging it in, working, and then not when wired indicateds issues with your transformer. The TS will be able to assist you in troublehsooting.
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emily_s
Community Admin
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3.4K Messages
Hi @jerelrichardson,
Yes, if your wired doorbell is in the same location as your exterior outlet, this shouldn't be an issue with WiFi signal strength. That yellow light you see means that the Video Doorbell is rebooting. I think that some live troubleshooting will be best to get to the bottom of this. I've forwarded your case to our escalated Support team - a specialist will reach out to you soon to help.
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jcmall48
1 Message
I’m having the same issue. Did you get this resolved. I’ve been on the phone with customer service and have chatted with customer service and they were no help. Told me to contact my internet provider although this is the only device which has issues, and only has issues when mounted outside.
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saraw040929
1 Message
Same. Exact. Issue. For us. Very frustrating.
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Jamesss01
1 Message
Same thing so I called for help I never used it back in box call to ss told it only refunded up to six months I had it for 10 looking for electrian for a small job .SS told me to by an adaptor on amazon but where you going to plug it in? Live and learn
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englishrose56
3 Messages
I have the same exact issue as original poster. The doorbell worked fine for a couple of years, suddenly stopped this summer. The chime will ring but it flashes yellow. I’ve talked to SS and ran thru every thing they told me to do. (Several times) It’s still not working. When I plug it into an outlet in the house it works fine. WiFi signal is good.
help please
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englishrose56
3 Messages
Me too, the exact same thing. Worked well for a long time now suddenly it won’t work.
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tsdtolbert
2 Messages
I have the same issue! Plugged into a USB charger it works perfectly, but on the doorbell it is just yellow. It just stopped working out of the blue, no changes, no power outages. It has worked for years before this. I've tried all of the troubleshooting steps multiple times. I'm at my wits end.
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reichdog1
3 Messages
Another person with the same issue! Mine worked fine for a couple years. Then over the last few months kept dropping and not reconnecting. Finally stopped working entirely. Yellow circle of death just keeps flashing. Tried resetting, nothing, customer service sent new one, same issue. Plug it into USB and connects fine. Replaced the entire electric plate, Tried connecting to totally separate 2.4Gz and still no connection. Will try to loosen the screw tomorrow but then I may just throw this whole system out if this doesn’t get fixed!
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jwjude
1 Message
The exact same thing happened to me. Trouble shot everything to include loosening the mounting screws and my doorbell just stays yellow when mounted on the bracket. Works fine when plugged into my outdoor outlet right next to the bracket outside.
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lance843
1.1K Messages
This has to be an issue I believe because the one I have had I have had it for 7 years and finally the yellow circle of death and it would work in an outlet so they sent me a new one and it has been amazing. Maybe the older ones can't handle any more firmware updates and are crashing? I don't know but the new one has better video quality and the blue light on the button is super bright unlike the old one I had.
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kim701602
2 Messages
Same issue, voltage to doorbell is good, wifi is good, backplate does not appear to be warped and even when removed from wall its the same consonant cycle of yellow light then nothing, works fine on usb power. this started as intermittent issue that i blamed on the wifi so now its less than 10ft from the ap and has great signal. what does it take to get a new back plate or am i just stuck with mounting it with usb power?
Thanks
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BMWNCSU
1 Message
I am having the exact issue of others in this thread. After several years, my doorbell pro dropped off line. Slow flashing yellow. Wifi signal is fine. Circuit power is fine. I did both soft reset and factory reset. The doorbell pro connects quickly to wifi when connected to USB suppled power at exact location of the wall mount. The wall mount is not warped. Only flashing yellow when mounted. Mechanical chime works but the camera will not connect to wifi.
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englishrose56
3 Messages
So the solution to this issue after talking to an upper level technician is that the doorbell needs replacing. Turns out that the built in battery is not charging anymore and it’s causing all the issues. That’s why it works when you plug it in directly via usb cable. The technician I talked to knew immediately what the problem was. Because I pay for the monitoring they replaced my doorbell for free, I just had to mail the old one back. Everything has been good since.
hope this helps.
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