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Doorbell (wired 2nd gen) choppy audio

Jimmijack
Community Member

‎10-31-2023 07:36 PM

My doorbell worked perfectly when I installed it over the weekend. Then the transformer failed, and it went offline. 

 

I installed a new transformer today. The doorbell is back up, but the audio and video is choppy. I tried switching the transformer from 24v to 16v, hard restarting the doorbell, and factory resetting the doorbell.

Nothing worked. The quality is still garbage.

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1 REPLY 1

zoeuvre
Community Specialist
Community Specialist

‎11-04-2023 09:31 AM

Hi Jimmijack, 

 

Yikes! i'm sorry to hear that your doorbell's audio and video is choppy. Let me take a look at this for you. 

 

  1. Does this occur on multiple mobile devices or doorbells?
  2. Is the audio issue persistent or intermittent? If intermittent, how often does it happen?
  3. Is there an echo while answering the doorbell through their mobile phone?
    • For some mobile models, the speaker and the mic are right next to each other which causes an echo when the customer speaks in hands free mode. Test with headphones and see if the issue persists.
  4. Is the camera in a case or housing?
  5. Has the camera suffered any drops or impacts?
  6. Has the camera been exposed to outdoor weather?
  7. Is the camera exposed to direct sunlight for extended periods of time?
  8. Hold the mobile device near the camera and make sure both devices are connected to the same network. Then run a network speed test. What are the results of the test?
  9. What’s the cellular signal strength on the mobile device?
  10. What’s the Wi-Fi signal strength on the mobile device?

 

I'll look forward to your response. 

 

Best,

Zoe  

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