Wi-Fi Troubleshooting Guide

Are there obstructions, such as thick walls, metals, or other electronics between your router and your devices?

The materials the signal passes through and the physical location of the video device affect the signal strength. If there are walls or any obstructions, the wireless range is decreased. Verify the signal strength meets the minimum recommendation to help video devices operate properly.

How far away is the camera from the router?

While a camera can still function below the recommended signal strength rating, having a signal strength below the recommended minimum can reduce the overall performance of live video. The affected video devices may also experience unexpected behavior with the camera's functionality. Wi-Fi extenders can help improve wireless signal strength.

What are the internet service and bandwidth requirements for video devices?

Video devices have network requirements and recommendations that, when met, provide an optimal experience to the user. The requirements and recommendations include recommended types of internet connections, router compatibility, and bandwidth and Wi-Fi signal strength requirements.

Internet service and bandwidth requirements vary by video device model, video device audio integration, and whether a Stream Video Recorder (SVR) is in use.

Internet connection type compatibility

Video devices need an indefinite, always-on internet connection to function reliably. Some internet connections are incompatible due to restrictions they impose on bandwidth usage.

Internet type

Compatibility

Fiber

Compatible

Cable/broadband

Compatible

DSL

Compatible

Cellular

Not compatible

Fixed wireless internet

Not compatible

Satellite

Not compatible

Dial-up

Not compatible

Router compatibility

Wireless cameras are compatible with most wireless routers. The quality of a router can affect the performance of the video devices as well as the rest of the network. Some routers may also need firmware upgrades to perform reliably.

A router broadcasting a secured Wi-Fi network with a unique SSID and a strong password is recommended. Open networks or networks with a third-party portal to log in are not recommended.

For dual-band routers, verify that the 2.4 GHz and 5 GHz bands have separate SSIDs.

Note: The instructions for separating wireless bands differ based on the router model. Please refer to the manufacturer's guide for more information.

Bandwidth requirements

A speed test in Google using a mobile web browser is recommended. Turn off cellular data, ensure you are connected to Wi-Fi from your router and move to the location where you would like the camera installed. Run the speed test, and wait for the upload results to display. Is the upload speed higher than 0.5 MBPS?

Video devices only use bandwidth when the user is streaming live video or SVR recorded footage, or when the device is uploading recorded video clips. They primarily use upload speed, as opposed to download speed, and require an indefinite broadband connection of at least 0.5 Mbps of dedicated upload speed per video device. Keep in mind that 1080p streaming, doorbell cameras, two-way audio, and SVR integration all require additional bandwidth.

Note: Dedicated upload speed refers to bandwidth only used by the video devices, so other connected devices (e.g., computers, smartphones, gaming consoles, etc.) require additional bandwidth on the internet connection.

Commercial and Large Residential Systems

The requirements listed on this page are based on a single user viewing one video device at a time. Some businesses and larger homes require more bandwidth based on how the video devices are used.

How to switch channels on your router:

Every router has a configuration page where the user can change and alter settings to personalize his or her wireless network for the best conditions. Every router has an IP address (internal Protocol) that can be entered into a web browser's address bar.

The most common universal IP addresses are 192.168.0.1 or 192.196.1.1.

After you entered one of those two addresses, a username and password box will show up. The default login information should be located on a sticker on the actual router.

Typically, it will be:

  • Username: admin
  • Password: blank or admin

To optimize settings for a SkyBell HD Doorbell camera, once you are within the Router Config page, you will be able to change the settings to be compatible with the SkyBell HD.

RADIO MODE: B, G, B/G/N mixed or B/G mixed are compatible radio modes. N-Only is NOT compatible with the SkyBell 2.0. (NOTE: SkyBell HD is compatible with N-Only modes!)

BANDWIDTH: 20 or 20/40 MHz would be the correct settings to choose.

SECURITY/PASSCODES: Should be WPA or WPA2 with a password recommended 10 characters.

MAC FILTERING: Should be Disabled

DNS: Primary DNS should be 8.8.8.8

Here is an example of how to do this on the Apple Airport Extreme router:

  1. Launch the Airport Utility from your desktop.
  2. Click the Airport Extreme icon and select Edit.
  3. Click the Wireless tab. You'll see the name of your network in the field labeled Wireless Network Name.
  4. Click the "Wireless Option" button.
  5. Check the box labeled 5 GHz network name. This will append 5 GHz to the existing name or you can enter something else.
  6. Now the 2.4 GHz network will have the name displayed in step 3, and the 5GHz network will have the name displayed in step 5.
  7. To configure the SkyBell, select the 2.4 GHz name under Settings: Wi-Fi.
  8. Once the SkyBell has been configured, you can return to Airport Utility and un-check the box for the 5 GHz network name if you want.

How to switch between 5 GHz and 2.4 GHz and why you would do so:

The primary differences between wireless frequencies are the range (coverage) and bandwidth (speed) that the bands provide.

  • The 2.4 GHz band provides the most coverage but transmits data at slower speeds.
  • The 5 GHz band provides less coverage but transmits data at faster speeds.
  • The 6 GHz band, introduced with the new Wi-Fi 6E standard, provides the least coverage but transmits data at the fastest speeds of the three frequencies.

Wireless range decreases with higher frequencies because higher frequencies cannot penetrate solid objects, such as walls and floors. However, higher frequencies allow data to be transmitted faster than lower frequencies, so higher frequencies like 5 GHz and 6 GHz allow you to upload and download files faster than 2.4 GHz.

Your Wi-Fi connection on a particular frequency band can also be affected by interference from other devices. Many Wi-Fi-enabled technologies and other household devices use the 2.4 GHz band, including microwaves and garage door openers. When multiple devices attempt to use the same radio space, overcrowding occurs.

The 5 GHz band tends to have less overcrowding than the 2.4 GHz band because fewer devices use it and because it has 23 channels for devices to use, while the 2.4 GHz band has only 11 channels. The number of channels that are available to you depends on the wireless regulations in your region. If you’re experiencing a lot of interference from other devices, consider using the 5 GHz band.

The 6 GHz band is newly certified and is exclusive to devices that support Wi-Fi 6E. This means that on 6 GHz, the Wi-Fi network doesn’t need to slow down to accommodate legacy devices. The 6 GHz band also supports almost twice as many channels as 5 GHz. Fewer devices, more spectrum, and more bandwidth mean less interference and network congestion.

Because the 6 GHz wireless band was previously unlicensed, regulators in some regions are still considering its use. Wi-Fi 6E functionality is not available in regions where regulators have not approved the 6 GHz band.


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