Video Doorbell Pro Stopped Working
Updated
When the Video Doorbell Pro detects motion and begins to record, a steady blue light should appear as a ring around the button. Triggering a motion event is a good first step to determining if the Video Doorbell Pro is responsive and receiving power.
If your Video Doorbell Pro has power and is responsive, but isn’t working in the app – you’d want to further troubleshoot the Wi-Fi connectivity. If your Video Doorbell Pro appears to not have power or is unresponsive, this guide is for you. You’ll want to start by confirming your home or business meets the Video Doorbell Pro requirements. After that, continue section by section until your issue is resolved.
Video Doorbell Pro Requirements
The Video Doorbell Pro has a set of specific requirements in order to function. Not meeting these requirements can result in the Video Doorbell Pro not working out the gate, or for it to cease functioning after a period of time.
Existing doorbell wiring
A mechanical chime. Not compatible with digital chimes.
A transformer with 8-24VAC, 10-30VA
If your existing doorbell meets these requirements, it’s important to check the wiring and contacts, and the pins from your mounting plate and Video Doorbell Pro faceplate to ensure that things are connecting properly.
Checking the Wiring and Contacts:
First, cut power to the breaker for your doorbell, to ensure no power is going to it
Remove the Video Doorbell Pro faceplate by using releasing the security screw on the bottom of it with its included screwdriver
Ensure that proper contact is being made between the terminals/contacts and the wiring from your existing doorbell
You can adjust the wiring by loosening the screws to adjust the wiring
Checking the pins Between the Mounting Plate and Video Doorbell Pro:
First, cut power to the breaker for your doorbell, to ensure no power is going to it
Remove the Video Doorbell Pro faceplate by using releasing the security screw on the bottom of it with its included screwdriver
Ensure that the mounting plate isn’t too tight, or bending. This can prevent solid contact between the mounting plate and the gold pins on the backside of the Video Doorbell Pro
If the plate is bending, please contact our support team for a replacement
Ensure that the pins are all there, without any bends to them. Do not touch the pins, but simply observe them with your eyes – they are delicate!
If any pins are bent or missing on the Video Doorbell Pro, please contact our support team for additional assistance
Performing a Soft Reset
Performing a soft reset on the Video Doorbell Pro can help clear it from an unresponsive state, and will also test that the device has power.
To perform a soft reset:
Remove the Video Doorbell Pro from its faceplate by releasing the security screw on the bottom of the device with its included Torx screwdriver
Press and hold the larger button on the back of the Video Doorbell Pro for 30 seconds and then release it
After about one minute, the camera will reboot and go into setup mode
Secure the Video Doorbell Pro to the mounting plate once more, and insert the security screw using your screwdriver
You should see a solid yellow LED light come on, followed by a flashing white light with audible cues to get started
Open the SimpliSafe® Mobile App on your phone or tablet
You’ll now choose the Setup Camera prompt, or use our installation guide for step-by-step instructions on adding your camera back to your system
Performing a Factory Reset
If normal troubleshooting and a soft reset do not resolve the issues with your Video Doorbell Pro, you’ll want to try performing a factory reset on the device to flash it back to factory settings.
To perform a factory reset:
Remove the Video Doorbell Pro from its faceplate by releasing the security screw on the bottom of the device with its included Torx screwdriver
Press and release the smaller button on the back of the Video Doorbell Pro
Secure the Video Doorbell Pro to the mounting plate once more, and insert the security screw using your screwdriver
The LED on the Video Doorbell Pro should change to a solid yellow light
If the Video Doorbell Pro was previously connected to Wi-Fi, it should automatically reconnect to the app
If the Video Doorbell Pro does not reconnect, open the SimpliSafe® Mobile App on your phone or tablet
You’ll now choose the Setup Camera prompt, or use our installation guide for step-by-step instructions on adding your camera back to your system
Still Need Help?
If your Video Doorbell Pro does not have power after taking the above steps, please contact our support team for further assistance.