‎Video doorbell Pro will not turn on | SimpliSafe Support Home
 
Liska23's profile

Tuesday, June 28th, 2022 12:50 AM

Video doorbell Pro will not turn on

I just installed my new Video Doorbell Pro, but I am not getting the flashing white light or the chime when I press the button. I had my transformer replaced, it is now at a steady 16V. When you first put the doorbell on the plate, the chime sounds, and a steady yellow light comes on for about 30 seconds, and then nothing. I have left it on the plate to charge for over an hour, the steady yellow light comes on intermittently and stays on for about 30 seconds at a time, but that's it. I have reset it using both the small and the large buttons on the back several times. I have tried connecting it directly to the port on the back, and nothing. When I press the button the chime does not sound, and I never get the flashing white light indicating that it is ready for set up. Spoke to tech support, they sent me a replacement. Same thing. Can both of the doorbells be DOA? Has anyone had this happen? Any solution ideas/suggestions?

Accepted Solution

Captain

 • 

5.9K Messages

2 years ago

@Liska23 Let me first tell you a condensed version of an experience by my friend who is a Sr. Security Network engineer for a large national IT company. He fried 3 doorbells, spoke with SS support several times and no help. He asked me for a suggestion.  He called support and politely arranged a call back from a product supervisor/specialist. The end result was finding the reason: an old bell ringing unit (Yeah, like the big clunky kind you used for that old jr. high experiment), went out and bought a new chime unit (not digital) and tada, no issues.  Of course I cannot tell you what the issue is in your case, but do recommend you escalate the call and get that callback at a mutually convenient time for you and for SS.

Please post your outcome here.

Official Response

Community Admin

 • 

5.5K Messages

2 years ago

Hi @Liska23 ,


To expand on what @captain11 said, the Video Doorbell Pro is compatible only with wired analog/mechanical doorbells. So before continuing, we should make sure that's what you have. You may need to install (or have someone install) a mechanical doorbell, if not.

But the next thing is that there might still be an issue with how power is routed to the Video Doorbell, and a Chime Connector can help. You can give our Support team a call at 800-548-9508 and we can send you one free of charge.

1 Message

11 months ago

We had 3 brand new video doorbell pros sent out - all to no avail although the first 2 worked for a period of time before stopping for no reason.  Its a complete mystery to us and to SS.  After a 90 minute support call on the 3rd one we got nowhere - it flashed blue when we installed last night, but today as we tried to connect it nothing worked despite multiple reboots. We even changed our transformer twice - the 2nd time we bought the only ONE that SS recommended on their website which is a 30 watt one but that didn't work. The best we got was from the first two which at least worked for a while - on a 16 watt transformer. Mechanical chime but that never worked with SS.  WE only heard the sound via the ss speaker.  Really dissappointed considering how much time and money we invested in trying to get it to work.  Now we'll be trying Ring or other brands for the doorbell - all other SS products work fine though.  Just terrible results with their video doorbell. 

Captain

 • 

5.9K Messages

@WilsonFamily​ A coworker of mine is a IT Security Netowrk engineer. He fried 3 doorbells before speaking with a technical specialist.  The specialist and my friend finally figured out the issue...an ancient doorbell ringer that, once removed and replaced, worked fine.  I am not saying this is causing your issue but, if you haven't already, politely ask to speak with a specialist at a mutually agreed time.

Community Admin

 • 

2.8K Messages

@WilsonFamily​ I'm sorry to hear about this. I've opened up a ticket on your behalf to our specialist team - a Senior Specialist will be in touch soon to assist you.

1 Message

8 months ago

Same thing happened to me, on 3 doorbells, now im getting a new base tower, should be here tomorrow, so we’ll see what happens.

1 Message

5 months ago

Same issue here.  20volts are present on the wires.  voltage is good on the pads that touch the removable doorbell module but still not lights and no sound. Left it wired up connected over night same issue today. I find it hard to believe I have to go buy a new doorbell to get the simplisafe door switch/cam to work

Community Admin

 • 

2.8K Messages

@derekwbrown​ The Video Doorbell Pro is only compatible with wired/analog doorbells - is that what you currently have on your setup? If you do not, then yes, a new doorbell would be needed to get the Video Doorbell Pro up and running.

But if you already have it connected to a wired/analog doorbell, then it sounds like you may need a Chime Connector to supply the proper voltage to your Video Doorbell Pro. Our Support team will be able to send one to you free of charge.

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.