Troubleshooting Tips for Brinks Home Doorbell Cameras

Common Terms

Transformer (Power Brick)

The low-voltage power supply that plugs into your home wiring to keep the doorbell powered.

Wi-Fi Extender (Signal Booster)

A device you plug in between your router and doorbell to improve wireless coverage.

AP Mode (Access Point Mode)

The doorbell creates its own temporary Wi-Fi network so you can configure it in your browser.

WPS (Push-Button Setup)

A one-touch way to join the doorbell to your router’s Wi-Fi without typing a password.

VMD (Video Motion Detection)

Draw zones on the video image; motion in those zones triggers clip recording.

Perimeter Guard

An advanced detection feature that alerts you when someone or something crosses a virtual line.

Signal Strength Guidance

A strong Wi-Fi connection ensures smooth live video and reliable alerts. To check and improve your doorbell’s signal:

1. Open the Brinks Home™ App on your phone.
2. Tap Video on the bottom menu.
3. Tap the Settings gear in the top corner.
4. Select your doorbell and view the Signal Strength percentage.

No Power

LED Status: Off

If your doorbell shows no lights or chime when pressed, it needs power. Follow these steps:

1. Press the doorbell button—no light or chime confirms a power issue.
2. Identify the correct breaker:
   1. Open your home’s electrical panel.
   2. Turn one breaker OFF, press the button again.
   3. If still off, turn it back ON and repeat until the doorbell responds.
   4. Once identified, turn that breaker OFF to continue.
3. Check the transformer:
   1. Find the low-voltage transformer (near the panel or in a closet).
   2. Ensure it’s firmly plugged in and shows no damage.
4. Inspect the wiring:
   1. With the breaker OFF, remove the doorbell from its mount.
   2. Confirm wires are secure under their screws and free of corrosion.
   3. Reattach the doorbell and turn the breaker back ON.
5. If still unpowered, contact us at 469-513-8685.

No Live View

LED Status: Solid Red

If your app shows a blank screen instead of live video:

1. Confirm internet on other devices:
   1. Open a webpage or video on another device.
   2. If it fails, reboot your router: unplug for 30 seconds, then plug it back in.
2. Power cycle the doorbell:
   1. Remove the doorbell from its mount.
   2. Wait 10 seconds, then snap it back in place.
   3. Wait 2 minutes for a full reboot before retrying Live View.
3. Check Wi-Fi signal: See the Signal Strength section.
4. Update the App: Ensure you’re on the latest Brinks Home™ App version.
5. If Live View still fails, contact us at 469-513-8685.

Live Call Video Issues

LED Status: Solid Green

If video during a live call is blurry, frozen, or missing:

1. Check your upload speed:
   1. Run a speed test near your router—aim for ≥ 2 Mbps upload.
   2. If slower, reboot your modem/router or contact your ISP about upgrading.
2. Verify Wi-Fi signal: Refer to the Signal Strength section.
3. Close other apps:
   1. Swipe away background apps on your phone to free bandwidth.
4. Power cycle the doorbell:
   1. Remove, wait 10 seconds, reattach, then wait 2 minutes.
5. If video still falters, contact us at 469-513-8685.

Too Many Clips

LED Status: Solid Green

If you’re getting an overwhelming number of motion recordings:

1. Adjust motion zones:
   1. Open the App → Video → Settings → Motion Zones.
   2. Drag or resize zones to avoid busy areas like roads or trees.
2. Lower sensitivity:
   1. In Settings, tap Motion Sensitivity and select Medium or Low.
3. Avoid bright reflections:
   1. Reposition zones away from windows or shiny surfaces.
4. If you still see too many clips, contact us at 469-513-8685.

Not Recording Clips

LED Status: Solid Green

If motion or doorbell presses aren’t producing clips:

1. Confirm recording schedule:
   1. Open the App → Video → Recording Schedule.
   2. Ensure your rules cover the correct times and triggers.
2. Check clip limits:
   1. If you’ve reached your monthly clip allowance, consider upgrading or contact us.
3. Improve Wi-Fi signal: See the Signal Strength section.
4. If clips still fail, contact us at 469-513-8685.

No Notifications

LED Status: Solid Green

If you’re not getting alerts for doorbell presses or motion:

1. Enable doorbell alerts:
   1. Open the App → Notifications.
   2. Ensure “Doorbell Press” and “Motion” are ON.
2. Check phone settings:
   1. Go to Settings → Notifications → Brinks Home™ App → Allow.
   2. Disable Do Not Disturb or add the App to exceptions.
3. Test with a button press: Press and hold the button for 3 seconds—watch for a push alert.
4. If no alert arrives, contact us at 469-513-8685.

Night Vision / IR Issues

LED Status: Solid Green

If your infrared night view is dark or washed out:

1. Remove bright lights:
   1. Turn off floodlights or streetlights shining on the lens.
2. Confirm IR LEDs:
   1. In complete darkness, look for tiny red glow rings around the lens.
3. Power cycle: Remove, wait 10 seconds, reattach, then wait 2 minutes.
4. If night vision still fails, contact us at 469-513-8685.

Two-Way Audio Issues

LED Status: Solid Green

If you can’t hear visitors or they can’t hear you:

1. Check audio settings:
   1. Open the App → Video → Settings → Audio.
   2. Ensure both Inbound and Outbound audio are ON.
2. Grant permissions:
   1. On your phone, go to Settings → Apps → Brinks Home™ → Permissions → Microphone & Speaker → Allow.
3. Close background apps: Swipe away unused apps.
4. Power cycle: Remove, wait 10 seconds, reattach, then wait 2 minutes.
5. If audio still fails, contact us at 469-513-8685.

Perimeter Guard Issues

LED Status: Solid Green

If line-crossing alerts aren’t triggering:

1. Verify subscription: Ensure your plan includes Video Analytics.
2. Enable feature:
   1. Open the App → Video → Settings → Perimeter Guard → Toggle ON.
3. Adjust boundary:
   1. Drag the line away from trees, roads, or busy sidewalks.
4. Power cycle: Remove, wait 10 seconds, reattach, then wait 2 minutes.
5. If alerts still fail, contact us at 469-513-8685.

Not Chiming

LED Status: Solid Green on both doorbell and smart chime

If you don’t hear an indoor chime when someone presses the doorbell:

1. Check chime settings:
   1. Open the App → Video → Settings → Chime.
   2. Ensure Chime is ON and volume is up.
2. Test chime hardware:
   1. Press the doorbell button and listen at your chime box.
   2. If silent, verify the chime’s LED is solid green.
3. Inspect wiring:
   1. With the breaker OFF, open the chime box and ensure wires are snug and corrosion-free.
   2. Restore power and test again.
4. If still no chime, contact us at 469-513-8685.

Button Unresponsive

LED Status: Solid Green (if powered)

If pressing the button does nothing:

1. Ensure power: If LED is off, see No Power.
2. Check network:
   1. Open the App → Video → Live View.
   2. If Live View fails, see No Live View.
3. Power cycle: Remove, wait 10 seconds, reattach, then wait 2 minutes.
4. Validate notifications: Press and hold the button for 3 seconds—watch for a push alert.
5. If still unresponsive, contact us at 469-513-8685.

LED Status Reference