Support Home Video Doorbell Troubleshooting

Troubleshoot the Blink Video Doorbell

Use this article for troubleshooting issues with your Blink Video Doorbell.

Network errors

Use these steps if you're having difficulty getting your video doorbell online.

I can't connect to Wi-Fi

If the Doorbell is stuck at the stage of connecting to your Wi-Fi network, the most common causes are: 

  • Incorrect Wi-Fi password 
  • Poor connectivity 
  • Your mobile device is not on the same network when installing 
  • Wi-Fi router needs to be reset

Tap the eye icon in the Password field to make the characters visible as you type. Then you can make sure the characters are exactly correct for the Wi-Fi network you are trying to join.

The doorbell needs a 2.4 GHz Wi-Fi network full time. If the Wi-Fi signal is weak at the doorbell location, consider moving the Wi-Fi router closer to the doorbell. You may also add a Wi-Fi extender to the network. Some extenders use electrical wiring to transfer data quickly and provide a Wi-Fi access point wherever there is an electrical outlet.

To get any Blink product connected to the Blink servers and to the app on your mobile device, you should be connected to the same Wi-Fi network the device will be connecting to. If the phone is using a mobile phone data connection, installation may not work as expected. After you complete installation you can use the Blink app from a different internet connection.

Resetting the Wi-Fi router often restores service.

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Slow Upload Speeds or poor bandwidth

Access point / router placement

You may receive a message alerting you when there is poor connectivity with the Blink servers. Be sure your internet connection is working and that it can provide a minimum of 2MB per second upload speeds, or bandwidth (meaning, the amount of data being sent from your location at any given time).

  • Moving your Wi-Fi router closer to the doorbell location can help.

Sync Module placement

If you have a Sync Module managing the system your doorbell is connected to, consider moving it to provide better signal strength between the Wi-Fi router and the doorbell. Check Sync Module signal strengths.

  1. Tap Device Settings > General Settings.
  2. Under Network, it will show you the signal strength the Sync Module has to the doorbell.
  3. If your signal strength is two bars or less, you may need to bring the Sync Module closer to the doorbell.

Advertised internet speed vs. actual internet speed

Your internet provider publishes upload speeds for their service, but the actual upload speed you can use is reduced when many devices are active on the network at one time. If you are receiving poor connectivity alerts with normal network activity, consider increasing the total upload speed that you get from your internet provider. Blink products need an upload speed of 2MB per second or more.

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Doorbell Offline error

Your first step should be to check if your Wi-Fi is working because the video doorbell requires Wi-Fi to communicate. 

If you have verified your local Wi-Fi network is working, try the following:

  • Reset your router. If your Wi-Fi network is slow or stops intermittently, it can help to reset your Wi-Fi router. 
  • Check your system requirements. 
  • Check the batteries. In Event Response mode, the batteries may deplete faster than when the doorbell is connected to powered wiring, or on a system with a Sync Module. Perform a power reset of the doorbell by removing the batteries for 5 seconds and then re-insert them. Wait for another 30 seconds to see if the doorbell connects.

If none of these tips resolve your issue, use the following steps for additional troubleshooting information. 

Tap the Doorbell Offline message and you will be given two options: Change Wi-Fi or Delete Doorbell. Use the sections below for guidance on how to to follow through with these steps.

Note: If your doorbell is currently mounted, you must remove it from its mounting plate for both of these options.

 

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Change Wi-Fi for a video doorbell

Use this article to connect your Blink Video Doorbell to a new Wi-Fi network or reconnect to your existing network. 

If you are seeing a "Doorbell Offline" message, tap the banner and you will be guided through changing your Wi-Fi network in the app. Note: You will need to remove doorbell from the mounting plate and press the reset button on the back of the doorbell.

If you deleted the doorbell, try through the app and do the change Wi-Fi steps. If your doorbell is offline, then you will need to reset it before following these steps.

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Electric Shock Risk: If your doorbell is connected to powered wiring, there is a risk of electric shock when the doorbell is removed form its back plate. Live wires can cause injury if you connect them together by touching with skin, or a conductive object like a steel screwdriver.

Change Doorbell Wi-Fi

Note: These directions apply to when your Doorbell is a stand alone system and not part of another system on a Sync Module.

  1. Locate the Doorbell camera on your Home screen. Tap More  and select Device Settings .
  2. Tap General Settings.
  3. Tap Change Wi-Fi at the bottom of the screen then complete the steps.
  4. For safety, if you have connected powered wiring to your doorbell, you should turn off all power to the circuit. Tap Continue after you turn off power to the chime, or if you did not connect powered wiring.
  5. Remove the doorbell from its mounting plate with the opening key.
  6. When the doorbell is removed, tap Continue, and the next screen shows where to find the Reset button.

  7. Press the reset button for your doorbell. There are two locations for the reset button, depending on your model:

    On the back, batteries are open to view. On the back, there is a battery cover.
    Hold the reset button for 5 seconds, then turn the doorbell over to view the front face and wait for the red LED to flash at the top of the ring surrounding the button. Hold the reset button until green and blue LEDs light up followed by flashing red, at the top of the ring surround.

  8. When the flashing LED pattern is correct, tap the Discover Device button.

Not blinking red?

If the red LED is not flashing after 30 seconds, tap the Not Blinking Red? 

  1. Remove the batteries for ten seconds, replace them, wait for the red LED. (The red LED does not flash if the doorbell is already installed.)
  2. Make sure the batteries are fresh.
  3. Press and hold the reset button until the LED flashes red.

  4. Tap Contact Customer Support if your doorbell still does not display the flashing red light after following the instructions above.

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  1. You are shown an alert inviting you to connect to a "BLINK-xxxx" network created by the doorbell. Tap Join.

  2. Connect the doorbell to your Wi-Fi. Choose your network name among the list of discovered 2.4 GHz Wi-Fi networks.

    Note: If you do not see your Wi-Fi network, tap Refresh List.

  3. Tap the password entry area to open the keyboard. Type your network password and tap Continue.

  4. The doorbell connects to the Blink servers and may have to update the system. If you see an "Updating firmware..." message, let it run to completion.

     

  5. When the Wi-Fi network update is complete, you are shown a screen with a green check mark and a confirmation message. Tap Continue.

  6. Connect the doorbell to its mounting plate, and tap Done to return to the Home screen.


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What if my doorbell connects to a Sync Module?

When your doorbell is connected to a system managed by a Sync Module and it stops being detected, you receive a notification in the app and an email (if you have email notifications selected).

Troubleshooting

  1. Use the included key to unlock the doorbell from its mount.
  2. Power reset the doorbell by removing the batteries for 5 seconds and then re-insert them. Wait for another 30 seconds, then test the doorbell to see if it is connected.
  3. Move the Sync Module closer to the doorbell for more reliable signal strength and communication.
  4. Replace the batteries with two new, AA 1.5 volt Lithium non-rechargeable batteries. Increased use, and extended Live View sessions may use batteries faster than expected. 

What if my doorbell connects to wiring only?

When we detect that the doorbell is no longer online, you receive a message in the app and by email, that reads: "The connection to your doorbell camera seems to have been dropped. Please check that your Wi-Fi internet and power supply are working to your Blink Doorbell."

Troubleshooting

  1. Check that your doorbell is attached to the wall plate and that the main circuit breaker is turned back on.
  2. Sometimes home wiring may be old or not working. This device does not work with broken or low powered wiring and you may need to seek advice from a professional about the wiring in your home. 
  3. Try replacing the batteries. Even if the Video Doorbell is connected to wires, batteries are required to be installed at all times. Replace the existing batteries with two new, AA 1.5 volt Lithium non-rechargeable batteries. 
    • Adding the doorbell to a Sync Module system increases average battery life to 2 years.
 

Other error messages

If adding a Sync Module does not complete as described, the following error messages might appear.

Doorbell not found

This screen appears after an unsuccessful attempt to join the Wi-Fi network.
To make sure the doorbell is ready for connection, remove and replace the batteries to restart the blinking Red LED.

Sync Module 2 failed to connect

This screen may appear if the Wi-Fi password was entered incorrectly. Make sure you have the correct password, and tap "Retry" to attempt to connect again.


Sync Module 2 data is bad

This screen may appear if you have already installed your Sync Module and tried to delete it in order to add it to the doorbell system. Follow the instructions to reset your Sync Module and prepare to install it again.
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Other troubleshooting

I don't see a red LED during setup

A flashing red LED shows that the doorbell is ready to be set up.

If you do not see a flashing red color in the upper part of the doorbell button, remove the batteries for five seconds, then replace them.

If you do not see a flashing red LED around the doorbell button within one minute, press the reset button and release it.

If there is still no light activity in the white ring surrounding the doorbell button, please double check that you have fresh lithium size AA batteries. If your batteries are fresh, and a reset did not make the lights appear, please contact Customer Support.


If the Blink Video Doorbell disappears from your system or Blink app after you have installed it, try the steps below:

  1. Make sure that your 2.4 GHz Wi-Fi is powered on and functioning.
  2. The Blink doorbell requires a 2.4 GHz Wi-Fi network with minimum 2 MB/sec upload speed.
  3. Make sure the doorbell has fresh batteries.
  4. If your doorbell is connected to powered wiring,you may need to turn power back on at the breaker.


If the above steps don't resolve the issue, please contact Customer Support.

I see a gap between the doorbell and the back plate

The Blink Video Doorbell with an IP-54 weather resistant battery cover has a back plate with three mounting holes. This doorbell does not make a weather tight seal with its back plate and a small gap may be visible after mounting. The most common cause of a gap is using all three mounting holes.

When mounting on a flat surface, use the top and bottom holes. For uneven surfaces, or siding, use the top and middle holes (if present). A gap can sometimes appear when the middle screw is over-tightened.

There are also third party screw-free brackets for use with siding. Blink product warranty does not cover third party accessories, or any injury/damage resulting from their use.

Learn more about mounting the Blink Video Doorbell‍.

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My wired chime isn't working

Wiring for external doorbell buttons often has significant corrosion that can prevent enough current from being available. Be sure to connect only bare wires to the doorbell terminal posts, and remove corrosion if present.

Weathered wires are also very brittle. The wires may have broken inside the sheath when you were installing the doorbell, and would not be able to carry electrical current.

It is possible the chime itself is not receiving power. Learn more about how to find your doorbell system voltage.

Consult a qualified electrician for the most safe troubleshooting, and be sure to turn off main power to the chime system at the breaker box before working with, or around, any electrical wires.

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Battery Low

The Blink Video Doorbell is powered by two, size AA 1.5 volt lithium non-rechargeable batteries. Even when the doorbell is connected to powered wiring, batteries are the main power source. If the battery level is low, an alert is sent to the account owner and an icon appears.

How to change batteries in the Blink Video Doorbell

This article describes how to remove the back cover and install batteries for the Blink Video Doorbell.

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CAUTION

Electrical Shock Hazard: When electric wires are connected to the back plate, live current is available at the two metal contact posts. Before opening the back cover, turn off all power to the doorbell chime at the circuit breaker.


Note: Blink cameras are only compatible with size AA 1.5 volt Lithium non-rechargeable batteries.

Release key

To remove the doorbell from its mounting plate, use the release key that came taped to the paper template in the product box.

If you need another key, contact Blink support‍.


Release Key


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Disconnecting from the mounting plate

To disconnect the doorbell from its mounting plate, press the key straight into the slot on the bottom of the unit until the gray catch is released. This will allow you to pull the doorbell off the mounting plate.

Accessing the battery compartment

Remove the battery cover

After disconnecting the doorbell from its mounting plate, remove the weather-resistant back cover to access the batteries.

   

Open battery cover 
Flip the doorbell over so you're looking at the back. With your fingernail, lift the bottom edge of the gray latch at the bottom of the doorbell. This releases the weather-resistant cover, allowing you to remove and replace the batteries.

Note: Keep the cover in a safe place when you change batteries.


How to close the battery cover 

  1. Insert the tabs at the top of the door into the slots near terminal screws.
  2. Push the bottom of the back cover until you see and hear the gray latch click into place.

Remounting the doorbell

Align the top of the doorbell with the top of the back plate so that the hook sets. Next, press the bottom against the back plate firmly until you feel and hear a click.

After you've remounted your doorbell, press the doorbell button to test it.


Video Doorbell with 2-hole back plate

Disconnecting from the mounting plate

If your doorbell has an open battery compartment, the latch is opened by pulling the release key toward you slightly. When released, slide the doorbell up while pivoting away from the mounting plate.

Accessing the battery compartment

Once you've dismounted the doorbell, flip the camera over and replace the batteries as needed.

Reinstalling the doorbell

Connect the doorbell to its mounting plate by lining up the pins and using a two step motion - press the doorbell against the back plate firmly (with moderate force), then push down to line up the bottom edges. You should feel a slight click when the doorbell is secure.

After you've reinstalled your doorbell, press the doorbell button to test it.

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Temperature

The Blink Video Doorbell can function normally within the following temperature ranges:

-4° to 113° F (-20° to 45° C)

If your mounting location is in direct sunlight, consider adding a sun shade. Reflected sunlight can be intensely hot as well.

If your doorbell is hot to the touch and not in direct sunlight, or you suspect the batteries might be causing excess heat, please contact Customer Support to troubleshoot.

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Delete doorbell

If all else fails, delete the doorbell from your Blink system.

  1. Tap Device Settings  > General Settings. 
  2. Tap Delete Device.
  3. A confirmation message appears. Tap DELETE to remove the doorbell. 
  4. After you tap DELETE, you will receive an email confirming the device was deleted from your account.

After your doorbell is removed from your account, re-add it back to the account. Learn more about setting up your Blink Video Doorbell‍.

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If you need further assistance, please contact Customer Support.



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