How to troubleshoot your ADC-VDB750 Doorbell Camera
Learn how to fix potential issues with your ADC-VDB750 Doorbell Camera using these instructions.
The indoor chime does not make a sound when a guest rings the ADC-VDB750 doorbell
If the ADC-VDB750 doorbell is not ringing the indoor chime when triggered, use the following steps to troubleshoot the behaviour.
Verify that the correct Chime Type is selected
To configure Chime Type using the web portal
:- Log into the web portal.
- SelectVideo.
- SelectSettings.
- Using theVideo Devicedropdown menu, select the desired video device.
- SelectVideo Device Info.
- Using theChime Typedropdown menu, select the appropriate chime type. Learnhow to distinguish a mechanical vs. digital chime.
- SelectSave.
To configure Chime Type using the app
:- Log in to theTELUS SmartHome app.
- TapDoorbell Camera.
- Tap the gear icon.
- Using theChime Typedropdown menu, select the appropriate chime type. Learnhow to distinguish a mechanical vs. digital chime.
- Tap the check mark icon.
Verify that Indoor Chime is enabled
To enable Indoor Chime using the web portal
:- Log into the web portal.
- SelectVideo.
- SelectSettings.
- Using theVideo Devicedropdown menu, select the desired video device.
- SelectVideo Device Info.
- SelectIndoor Chime.
- SelectSave.
To enable Indoor Chime using the app
:- Log in to theTELUS SmartHome app.
- TapDoorbell.
- Tap the gear icon.
- If there is more than one doorbell camera, tap the desired device.
- Tap theIndoor Chimetoggle switch to enable the indoor chime.
- Tap the check mark icon.
Ensure a Digital Circuit Adapter is installed for digital chime
- If your chime is a digital chime, a separate Digital Circuit Adapter is required
- Learnhow to distinguish a mechanical vs. digital chimefor instructions on how to find out which chime type you have.
- The Digital Circuit Adapter for ADC-VDB750 can be purchased attelus.com/WorksWith.
- Install the ADC-VDB750 Digital Circuit Adapter on the chime by connecting one wire to the transformer terminal and the other wire to the terminal connected to the ADC-VDB750. Existing wires can be left in place. Polarity does not matter.
- When installing the Digital Circuit Adapter, verify the chime's functionality is unobstructed. For example, do not attach the Digital Circuit Adapter to a mechanical chime between the striker plate and plunger.
- If the indoor chime stops functioning properly after attaching the Digital Circuit Adapter’s white wires, reverse the polarity of the wires and test again.
Verify the original chime and doorbell button function properly
Reconnect the original doorbell to the chime to test.
Verify the installation meets the power and wiring requirements
Power requirements
This can be measured with a voltmeter/multimeter or by looking at the specifications on the transformer. Sometimes the transformer will not perform up to specifications due to degradation.
Recommended wire gauge
- A 18 to 20 gauge wire (AWG) is recommended for all video doorbell camera installations (18-20 AWG provides the correct amount of resistance needed to power a video doorbell camera).
- Gauges outside of these recommendations affect the resistance of the wire and may deliver incorrect power to the device.
Reboot the ADC-VDB750
- Press and hold the button on the doorbell for 40 to 45 seconds until the LED starts flashing yellow, then release.
- Wait for the device to reboot.
Factory reset the ADC-VDB750
- Press and hold the button on the doorbell for 45 to 50 seconds until the LED starts flashing red and green, then release.
- Wait for the device to reboot.
- Re-enroll the device.
I’m unable to hear audio during an ADC-VDB750 doorbell call
There are several possible reasons why audio issues may be experienced during a call with the ADC-VDB750.
Note
: Depending on your mobile device, the instructions to verify settings may vary. For device-specific instructions about how to verify these settings, refer to Apple Support
or Android Help
.If you’re unable to hear audio from the app
Verify the app settings and permissions
- Verify that theTELUS SmartHome appis updated to the most recent version.
- InVideo Device Info, verify that theCall Volumeslider is all the way to the right.
To adjust the Call Volume using the web portal
:- Log into the web portal.
- SelectVideo.
- SelectSettings.
- Using theVideo Devicedropdown menu, select the desired video device.
- SelectVideo Device Info.
- Use theCall Volumeslider to adjust the doorbell call volume.
- SelectSave.
To adjust the Call Volume using the app
:- Log in to theTELUS SmartHome app.
- TapDoorbell Camera
- Tap the gear icon.
- Use theCall Volumeslider to adjust the doorbell call volume.
- Tap the check mark icon.
Verify the mobile device settings
- Verify that the media volume on the mobile device is not muted and the sound is turned up.
- Verify that the app has access to the mobile device's microphone.
- Verify that the mobile device does not have anyDo Not Disturbsettings enabled.
- Verify the phone is on its most current OS version.
- Test other apps for audio functionality.
Test different audio outputs
- Listen for sound out of the device's speaker as well as with headphones to determine if the issue is related to one of these.
- On another mobile device, test hearing audio in the app.
- Download a clip to see if both voices can be heard.
If the user is unable to hear audio from the ADC-VDB750
Verify the mobile device settings
- Verify that theTELUS SmartHome apphas access to the mobile device's microphone or test two-way audio on another device.
- Verify that the app user has pressed the talk button.
Verify the chime is compatible with the ADC-VDB750
Verify that the chime connected to the ADC-VDB750 is either a digital or mechanical chime. If it is a digital chime, verify that the Digital Circuit Adapter is installed correctly.Additional troubleshooting
Reduce video quality
Try lowering the resolution and quality to minimize bandwidth usage. Learn how to adjust saved video resolution for the ADC-VDB750
.Verify the power requirements for the device are met
Verify that the transformer meets the power needs of the ADC-VDB750.
Reboot the ADC-VDB750
- Press and hold the button on the doorbell for 40 to 45 seconds until the LED starts flashing yellow, then release.
- Wait for the device to reboot.
Factory reset the ADC-VDB750
- Press and hold the button on the doorbell for 45 to 50 seconds until the LED starts flashing red and green, then release.
- Wait for the device to reboot.
- Re-enroll the device.
The LED does not turn on
Ensure power has been turned on at the circuit breaker
Verify the power requirements for the device are met
Verify the transformer meets the power needs of the ADC-VDB750.There is humming or false rings from the doorbell chime
If you installed the ADC-VDB750 doorbell with a mechanical chime and notice that your chime is making rattling or humming sounds, or producing false rings, this may be due to the power source not giving sufficient voltage to the doorbell.
Installing the mechanical chime dongle can help address this issue. Learn how to
install the Mechanical Chime Dongle for the ADC-VDB750 Doorbell Camera
to fix this issue.Verify the correct Chime Type is selected
To configure Chime Type using the web portal:
- Log into the web portal.
- SelectVideo.
- SelectSettings.
- Using theVideo Devicedropdown menu, select the desired video device.
- SelectVideo Device Info.
- Using theChime Typedropdown menu, select the appropriate chime type. Learnhow to distinguish a mechanical vs. digital chime.
- SelectSave.
To configure Chime Type using the app
:- Log in to theTELUS SmartHome app.
- TapDoorbell Camera.
- Tap the gear icon.
- Using theChime Typedropdown menu, select the appropriate chime type. Learnhow to distinguish a mechanical vs. digital chime.
- Tap the check mark icon.
Verify the installation meets the power and wiring requirements
Recommended wire gauge
- A 18 to 20 gauge wire (AWG) is recommended for all video doorbell camera installations (18 to 20 AWG provides the correct amount of resistance needed to power a video doorbell camera).
- Gauges outside of these recommendations affect the resistance of the wire and may deliver incorrect power to the device.
I’m unable to connect to Wi-Fi
Reboot the ADC-VDB750
- Press and hold the button on the doorbell for 40 to 45 seconds until the LED starts flashing yellow, then release.
- After the device reboots, try connecting again.
- If issues persist, factory reset the video doorbell.
Factory reset the ADC-VDB750
- Press and hold the button on the doorbell for 45 to 50 seconds until the LED starts flashing red and green, then release.
- Wait for the device to reboot.
- Re-enroll the device.
How to reconnect the doorbell to Wi-Fi if the wireless network or router changes
If the ADC-VDB750 disconnects from the user's network due to networking hardware replacement (e.g., a new router or access point) or Wi-Fi settings change, reconnect the device using AP mode or WPS.
To reconnect the ADC-VDB750 using AP mode
:- If the device rebooted (flashing red LED), verify that the device boots to AP mode (flashing white LED). If the LED is not white after two minutes, hold down the doorbell button and release when the LED begins to blink white (about 35 seconds).
- On an internet-enabled device, connect to the Wi-Fi network ADC-VDB750 (XX:XX:XX) where XX:XX:XX is the last six characters of the ADC-VDB750’s MAC address, which is located on the device or on the packaging.
To reconnect the ADC-VDB750 using WPS
:- If the device rebooted (flashing red LED), verify that the device boots to AP mode (flashing white LED). Hold down the doorbell button and release when the LED begins to blink blue (about 30 seconds).
- Activate WPS mode on the router. The device will begin to connect to the Wi-Fi network. The LED will be solid green when the connection is complete.
Troubleshooting
- Fix 1: If there are issues connecting the VDB750 doorbell to the account, power cycle the camera by pressing and holding the main button for 40 to 45 seconds until the LED starts blinking yellow. After the camera reboots, try connecting again.
- Fix 2: If possible, power cycle the networking device that the camera is connected to, or move the camera closer to the networking device.
- Fix 3: If issues persist, factory reset the VDB750 doorbell by pressing and holding the main button for at least 45 to 50 seconds until the LED starts blinking red and green. The camera will reboot with factory defaults.
Important
: If the camera was previously installed onto a customer account, it will need to be deleted before it can be installed again.The ADC-VDB750 doorbell detects too much or too little motion
Users can configure the ADC-VDB750's motion detection settings to only capture what's important. Please follow the instructions below to optimize motion detection.
To adjust the sensitivity using the web portal
:- Log into the web portal.
- SelectVideo.
- SelectRecording Rules.
- Select the "pencil" icon on the desired rule.
- SelectVideo Analytics.
- SelectADC-VDB750.
- SelectNext.
- Using theSensitivityslider, adjust the sensitivity up to increase the sensitivity or down to decrease the sensitivity.
- SelectSave.
To adjust the sensitivity using the app
:- Log in to theTELUS SmartHome app.
- TapDoorbell Camera.
- Tap the gear icon.
- TapRecording Rules.
- Tap the "pencil" icon on the desired rule.
- Using theSensitivityslider, adjust the sensitivity up to increase the sensitivity or down to decrease the sensitivity.
- TapSave.
Verify the Ground Zone is configured correctly
- Avoid overlapping ground zones with objects that are prone to movement (e.g. trees, bushes or other objects that move in the wind).
- Only draw the rule where the feet or wheels of the person should enter.
- Do not increase the size of the ground zone to cover the whole of the person.
- Do not include walls, trees or other structures in the rule/selection.
- After observing what the rule detects over a few days, consider adjusting theDetection Sensitivityslider higher for more triggers or lower for fewer.
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