SkyBell Doorbell Camera Live View is solid gray, black, or white

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If the SkyBell Doorbell Camera receives information and audio but the Live View screen is solid black/white/gray/not loading, verify the following to resolve the behavior.

Verify the mobile device is not on an active call

The SkyBell Doorbell Camera does not provide a live view when on a live phone call.

Compare live video performance using Wi-Fi versus cellular data

Put the mobile device into airplane mode and verify Wi-Fi is still enabled. Test the device.
Disconnect the mobile device from Wi-Fi and verify that cellular data is enabled. Test the device.

Testing on cellular versus Wi-Fi can help determine if this behavior is due to inadequate network bandwidth or cellular data throttling.

Reduce the video resolution and quality for the SkyBell Doorbell Camera

Reduce the video resolution and quality of the SkyBell Doorbell Camera to Standard. If performance improves because of the quality reduction, the SkyBell Doorbell Camera likely has insufficient signal strength (i.e., the router is too far away from the device).

To change the video resolution and quality using the Customer Website:

Verify the internet bandwidth and signal strength

Internet bandwidth requirements

Wi-Fi normalized signal strength of 66% or higher. For more information about Normalized Signal Strength (NWSS), see What is Normalized Signal Strength (NWSS)?.

Note: The wireless signal strength can only be verified after the Skybell Doorbell Camera has been installed. For more information about testing the normalized signal strength, see Request the wireless signal strength of a video device.
Internet upload speed of 2 Mbps or higher. To measure the customer's upload speed, see Perform an Internet speed test.
A router broadcasting an 802.11b/g/n 2.4 GHz network. The Slim Line II Wi-Fi Doorbell Camera also supports 5 GHz networks.
- The network must be visible.
- Wi-Fi encryption must be WPA, WPA2, or both. The Slim Line II Wi-Fi Doorbell Camera also supports WEP.
- Dual band routers must separate the 2.4 GHz and 5 GHz bands into unique SSIDs.

Wi-Fi extender requirements

Verify the Wi-Fi extender network name (SSID) is unique

If using a Wi-Fi Extender, verify the Wi-Fi Extender has a different SSID than the primary router so that the device can differentiate between the two.

Test live video using a different device

Try viewing the Live View from another mobile device. If the video feed is still black, refer to Unable to see live video from a camera.

Mobile devices on the Google Fi network

Google Fi's virtual private network (VPN) may interfere with live video playback. If the SkyBell Doorbell Camera live video feed is failing to load on a phone using a Google Fi cellular plan, verify that the Google Fi VPN is disabled.

To disable the Google Fi VPN:

Open the Google Fi app.
In Phone Settings, tap Fi Network Tools.
Tap the Enhance network beta toggle switch to disable the Google Fi VPN.

Additional troubleshooting related to VPNs

For general VPN troubleshooting, see Unable to view live video while connected to a VPN.

Verify router settings

Verify Quality of Service (QoS) and/or Wi-Fi Multimedia (WMM) is disabled in the router's settings, and rule out any issues related to the Firewall or improper network configuration. For router-specific instructions for adjusting QoS and/or WMM, consult the router's manual or contact the manufacturer.