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- __If this is your first time setting up the camera__: Proceed to the troubleshooting steps for your camera below. 
- __If your camera has already been set up and has stopped working after power failure issues__: Do not attempt to remove the camera from the SmartHome+ app. Check if your power outlet is working and book a callback from the __Support__ section of the SmartHome+ app if you need further help.

[notification_text="Before performing any electrical testing or work, consult with a licensed professional or electrician. If your home doesn’t have standard doorbell and chime wiring, you may need to call a qualified electrician."]

### TELUS Doorbell Camera
The TELUS Doorbell Camera is designed to work with all standard doorbell wiring providing 10-24v AC. 

If there’s no power to the doorbell camera, complete the steps below:
1. In your electrical panel, check that the breaker powering the outlet is turned on.
2. Make sure both terminals on the back of the doorbell are screwed in tight.
3. Check that the wires are securely attached to the terminal screws and aren’t touching each other.

### TELUS Indoor and Outdoor Cameras
The TELUS Indoor and Outdoor Cameras need to be plugged into a traditional and working power outlet. 

__Note__: The camera plug is not water/weather resistant. Use an outlet away from moisture, water and dust.

If there’s no power to the indoor or outdoor camera, try the following:
- Check the power cable for any loose connections.
- Unplug the camera’s power cable and any extension cables, and then plug them back in.
- Switch to another outlet.
- If there’s no power to the outlet, make sure the breaker powering the outlet is turned on. 

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / My camera is not powering on.  

If you’re having trouble setting up your camera, you can refer to our [step-by-step installation guides](https://www.telus.com/en/support/interstitial/camera-installation-guides-smarthome).

If you run into the issues below during setup, try the following steps to troubleshoot:

### Can’t connect the camera to Bluetooth: 

1. Move your mobile device so that it's directly touching the camera.
2. Resume the setup in the SmartHome+ app.

### Can’t connect the camera to Wi-Fi:

1. Move your camera closer to your Wi-Fi access point (e.g. modem or booster).
    - On your smartphone, open your browser (Safari on Apple iPhones or Google Chrome on Android phones) and visit [telus.com/SpeedTest](https://www.telus.com/en/support/article/speed-test) to determine the internet speed in the area you’ve placed your camera.
    - __Note__: The TELUS Cameras need a minimum upload speed of 2.5 Mbps to work.
2. If you aren’t getting a Wi-Fi signal or your Wi-Fi signal is weak, contact your internet service provider. You might need to upgrade your plan to get more upload bandwidth or to improve your home's Wi-Fi coverage.


Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / I’m experiencing issues setting up my camera. 

If you’re having trouble accessing your live feed, here are some troubleshooting steps you can take that may resolve the issue:

### Refresh your live feed: 
- In your SmartHome+ app, swipe down from the top of the screen or exit the live feed and try accessing it again.

### Check that your camera has power:
- Check if the LED light is on.
- Check that the breaker powering the outlet is turned on in the electrical panel.
- __Indoor and outdoor cameras__: 
    - Check the power cable for any loose connections and test the outlet with a different device.
- __Doorbell camera__: 
    - Make sure both terminals on the back of the doorbell are screwed in tight.
    - Check that the wires are securely attached to the terminal screws and aren’t touching each other. 

### Check if another wireless device, such as a phone or laptop, can connect to Wi-Fi. 
__Note__: If Wi-Fi Assist is on, you may want to temporarily disable it. If your device can’t connect to Wi-Fi, disabling this feature will ensure your device doesn’t default to cellular data instead.
- __Check the Wi-Fi speed in the area where you’ve placed your camera__: On your device, open your browser (Safari for Apple/macOS users or Google Chrome for Android/Windows users) and visit [telus.com/SpeedTest](https://www.telus.com/en/support/article/speed-test) to determine the internet speed.
    - __Note__: The TELUS cameras need a minimum upload speed of 2.5 Mbps to work.
- If you aren’t getting a Wi-Fi signal or your Wi-Fi signal is weak, contact your internet service provider. You might need to upgrade your plan to get more upload bandwidth or to improve your home’s Wi-Fi coverage.

### Reboot your camera:
__Indoor and Outdoor cameras__: Unplug the power adapter from the outlet and wait 60 seconds. Plug the adapter back in and wait for the camera to restart. It can take up to five minutes for the camera to reconnect to Wi-Fi (LED will turn solid white when connected).

__Doorbell camera__: 
- __Option 1__: Flip your breaker off, wait 60 seconds and then flip your breaker back on.
- __Option 2__: Disconnect the power from your doorbell by removing one of the wires from the screw terminal on the back of the doorbell. Wait 60 seconds and then reconnect the doorbell to power. 

If you’ve tried all of the troubleshooting steps above and your live feed is still inaccessible, try these other options:

### Complete a factory reset:
__Doorbell camera__:
1. Take the doorbell off of the backplate, but keep it powered on. 
2. Push and hold down the chime button on the front of the doorbell. With the button held down, release the pinhole button on the back of the doorbell (located in the middle of the QR code).
3. Continue to hold down the chime button until the LED on the front of the doorbell turns to purple and then release the button. The LED will turn green afterwards.

__Indoor or outdoor camera__:
1. Disconnect the camera from power and wait for the LED to turn off.
2. Reconnect the camera to power.
3. As soon as the LED turns to red (one to two seconds after the camera is powered back on), push and hold the __RESET__ button on the bottom of the camera.
4. Continue holding down the __RESET__ button until the LED flashes purple.
5. Release the __RESET__ button. 
6. The camera will reboot and will be ready for setup when the LED turns to solid green.

### Remove the camera from the SmartHome+ app and then re-add it:
1. Before you attempt to remove the camera from the app, your camera must be online and connected to Wi-Fi.<p>
    [notification_text="__Important__: If you remove your camera from the app when it’s not connected to Wi-Fi, it will not function after."]<p>
    Here’s how to confirm that your camera is connected to Wi-Fi:
    - You must be able to trigger a recording event.
    - The LED on the camera should be solid white.

2. On the __Device settings__ page, tap four times below the firmware version to reveal the __Remove/unlink device__ button and then select __Remove/unlink device__.
    - __Note__: Once you complete this step, all recordings will be lost. 
    - Removal of the camera is successful when the LED flashes purple and then turns green. 
3. Once you remove the camera from the app, remove the Bluetooth connection on your device: 
    - Exit out of the SmartHome+ app and go to your phone’s Bluetooth settings.
    -  Look for anything that starts with __idc__, __odc__ and/or __db__, tap the info icon and then tap __Forget this device__.
4. Exit out of the app and re-open it. You can now try re-adding your device to the app. 

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / My camera’s live feed is unavailable.

If you’re having trouble accessing your recordings, try the different steps below to see if it resolves the issue:<p>
[notification_text="__Important__: While completing the steps below, do not attempt to remove your camera from the SmartHome+ app before scheduling a call with Support."]<p>
1. Check that recording and notifications are turned on:
    1. In the SmartHome+ app, select __View live feed__ of the camera on the __Home__ tab. Or, go to the __Manage Devices__ tab and select the camera. 
    2. Select the three dots in the top right-hand corner and select __Device settings__. Select __Recording & notification settings__.
    3. Toggle on and off the events that should be recorded and whether you’d like to receive event notifications.
    4. Select __Save__ in the top right-hand corner to save your changes.
2. Check that your camera’s view is not obstructed and is not facing a window or reflective surface. 
3. Refresh the screen and/or log out and log back into the SmartHome+ app. 
4. Reboot your camera:

    __Indoor and outdoor cameras__: 
      - Unplug the power adapter from the outlet and wait for 60 seconds. Plug the adapter back in and wait for the camera to restart. It can take up to five minutes for the camera to reconnect to Wi-Fi (LED will turn solid white when connected). 

    __Doorbell camera__: 
      - __Option 1__: Flip your breaker off, wait 60 seconds and then flip your breaker back on.
      - __Option 2__: Disconnect the power from your doorbell by removing one of the wires from the screw terminal on the back of the doorbell. Wait 60 seconds and then reconnect the doorbell to power.
5. Move the camera closer to your W-iFi access point (e.g. modem or booster).
    - On your smartphone, open your browser (Safari on Apple iPhones or Google Chrome on Android phones) and visit [telus.com/SpeedTest](https://www.telus.com/en/support/article/speed-test) to determine the internet speed in the area you’ve placed your camera.
    - __Note__: The TELUS Cameras need a minimum upload speed of 2.5 Mbps to work.
    - If you aren’t getting a Wi-Fi signal or your Wi-Fi signal is weak, contact your internet service provider. You might need to upgrade your plan to get more upload bandwidth or to improve your home’s Wi-Fi coverage. 

If the above steps do not resolve the issue, try the following:

### Change your Wi-Fi credentials
Did you recently change your Wi-Fi credentials? If so, your camera(s) will be disconnected from Wi-Fi until you update them with the new credentials in the SmartHome+ app. To complete this update, follow the steps below:
1. In the SmartHome+ app, select __Live View__ for the camera you’re updating.  
2. In the top right-hand corner, click on the menu and select __Device settings__.
3. In the __Device settings__ menu, select __Change Wi-Fi network__.
4. Follow the on-screen steps to update your Wi-Fi credentials. 
5. __For iPhone users only__: You’ll also need to clear the camera from your iPhone’s Bluetooth devices. Here’s how to do this:
    1. Open the __Settings__ app on your iPhone.
    2. Tap on __Bluetooth__.
    3. Under __My Devices__, look for any items that begin with __idc__, __odc__ or __db__.
    4. Tap the info icon to the right of the device.
    5. Tap __Forget This Device__.
    6. Repeat the steps above for any other instances of __idc__, __odc__ or __db__ in your device list.
    7. Force close the SmartHome+ app.
    8. Re-open the SmartHome+ app.
    9. Go back into the device’s settings to change the Wi-Fi network.

### Complete a factory reset:
__Doorbell camera__:
1. Take the doorbell off of the backplate, but keep it powered on. 
2. Push and hold down the chime button on the front of the doorbell. With the button held down, release the pinhole button on the back of the doorbell (located in the middle of the QR code).
3. Continue to hold down the chime button until the LED on the front of the doorbell turns to purple and then release the button. The LED will turn green afterwards.

__Indoor or outdoor camera__:
1. Disconnect the camera from power and wait for the LED to turn off.
2. Reconnect the camera to power.
3. As soon as the LED turns to red (one to two seconds after the camera is powered back on), push and hold the __RESET__ button on the bottom of the camera.
4. Continue holding down the __RESET__ button until the LED flashes purple.
5. Release the __RESET__ button. 
6. The camera will reboot and will be ready for setup when the LED turns to solid green.

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / I can’t view my recordings or my recordings are missing.

If you aren’t receiving any or all event notifications or you can’t view any of your recordings, try the different steps below to see if it resolves the issue: 

1. Check that your recording and notifications are turned on and set as desired:
    1. In the SmartHome+ app, select __View live feed__ of the camera on the __Home__ tab.  Or, go to the __Manage Devices__ tab and select the camera. 
    2. Select the three dots in the top right-hand corner and select __Device settings__.
    3. Select __Recording & notification settings__.
    4. Toggle on and off the events that should be recorded and whether you would like to be notified.
    5. Select __Save__ in the top right-hand corner to save your changes.
2. Log out and log back into the SmartHome+ app. 
3. Reboot your camera:

    __Indoor and outdoor cameras__: 
      - Unplug the power adapter from the outlet and wait for 60 seconds. Plug the adapter back in and wait for the camera to restart. It can take up to five minutes for the camera to reconnect to Wi-Fi (LED will turn solid white when connected). 

    __Doorbell camera__: 
      - __Option 1__: Flip your breaker off, wait 60 seconds and then flip your breaker back on.
      - __Option 2__: Disconnect the power from your doorbell by removing one of the wires from the screw terminal on the back of the doorbell. Wait 60 seconds and then reconnect the doorbell to power.
4. Uninstall the SmartHome+ app from your phone and then re–install the app. 

__Note__: Some detections may not trigger a notification. If the camera detects the same event within a five-minute period, it will be logged as an event and will not trigger a notification. 

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / I am not receiving the event notifications I want.

If you’re seeing a delay with your notifications or there are lag issues when playing your recordings, your Wi-Fi connection may be the issue.  

Check the Wi-Fi speed in the area where you’ve placed your camera: 
1. On your smartphone, open your browser (Safari on Apple iPhones or Google Chrome on Android phones) and visit [telus.com/SpeedTest](https://www.telus.com/en/support/article/speed-test) to determine the internet speed. 
    - __Note__: The TELUS cameras need a minimum upload speed of 2.5 Mbps to work.
    - If you aren’t getting a Wi-Fi signal or your Wi-Fi signal is weak, contact your internet service provider. You might need to upgrade your plan to get more upload bandwidth or to improve your home’s Wi-Fi coverage. 
2. Check your smartphone’s mobile connection or Wi-Fi connection. If you’re in an area where there is limited or no service coverage, notifications may be delayed. 

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / My event notifications are delayed or the playback of my recordings is too slow.

If your doorbell chime is not playing, try the following troubleshooting steps:
1. Check the doorbell’s transformer voltage: Using a multimeter, confirm that the voltage provided between the two doorbell wires is between 10-24v AC.
2. Confirm that the [chime adapter has been installed correctly](https://www.telus.com/en/support/article/install-homeview-doorbell-camera).
3. Press the doorbell button: If the light flashes red after pressing the button, the doorbell is not receiving enough power from the transformer.
4. If you haven’t identified any issues after going through steps 1 through 3, the chime may be incompatible and might need to be replaced with a [tested doorbell chime](https://telus.com/en/support/article/install-homeview-doorbell-camera#check-doorbell-compatibility). 

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / My doorbell chime is not playing.

To guarantee year-round operation, the doorbell and outdoor cameras have been designed to be weather-resistant and are rated as IP65 waterproof. The doorbell, indoor and outdoor cameras can operate in temperatures ranging from -40 to 50°C (-40 to 122°F). 
- If your camera is consistently getting hotter than the maximum temperature of 50°C (122°F), consider installing it in the shade.
- If your camera is near the minimum temperature of -40°C (-40°F) and powered off, it may not turn on immediately when power is restored. It takes up to 6 minutes to warm up.


Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / My camera is very hot or very cold.

If your camera’s two-way audio is not working or your recordings do not have audio, try the troubleshooting steps below to see if the issues get resolved:
1. Confirm that audio is working on your mobile device. 
2. Reboot your camera:

    __Indoor and outdoor cameras__: 
      - Unplug the power adapter from the outlet and wait for 60 seconds. Plug the adapter back in and wait for the camera to restart. It can take up to five minutes for the camera to reconnect to Wi-Fi (LED will turn solid white when connected). 

    __Doorbell camera__: 
      - __Option 1__: Flip your breaker off, wait 60 seconds and then flip your breaker back on.
      - __Option 2__: Disconnect the power from your doorbell by removing one of the wires from the screw terminal on the back of the doorbell. Wait 60 seconds and then reconnect the doorbell to power.

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / My camera’s audio is not working.

<table><tr><th>__LED pattern__</th><th>__Device state message__</th><th>__User action__</th></tr><tr><td>Solid red</td><td>Your camera is booting up.</td><td>Wait a few minutes.<br/><br/>If this continues for more than five minutes, reset the device and try again.<br/><br/>If the problem persists, get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.</td></tr><tr><td>Blinking red</td><td>Your camera is too cold.</td><td>Wait a few minutes.<br/><br/>If this continues for more than five minutes, warm the device to room temperature, reset it and try again.<br/><br/>If the problem persists, get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.</td></tr><tr><td>Solid green</td><td>Your camera is ready to connect.</td><td>- Configure your Wi-Fi credentials.
- Ensure the Wi-Fi network has internet access.
- Ensure the Wi-Fi signal is sufficient where the device is placed.</p><br>If the problem persists, get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.</td></tr><tr><td>Solid blue</td><td>Your camera is connected to Bluetooth.</td><td>Connect to Wi-Fi and wait a few minutes.<br/><br/>If this continues for more than five minutes, do not power cycle the device. Get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.</td></tr><tr><td>Solid purple</td><td>Your camera is updating.</td><td>Wait a few minutes.<br/><br/>If this continues for more than five minutes, do not power cycle the device. Get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.</td></tr><tr><td>Blinking purple</td><td>Your camera is performing a factory reset.</td><td>Wait a few minutes.<br/><br/>If this continues for more than five minutes, reset the device and try again.<br/><br/>If the problem persists, get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.</td></tr><tr><td>Solid white</td><td>Your camera is working normally.</td><td>No action required.</td></tr><tr><td>Pulsing white</td><td>Your camera detected an event.</td><td>Please respond to the event.</td></tr><tr><td>Solid yellow</td><td>Your camera is unable to connect to Wi-Fi.</td><td>- Configure your Wi-Fi credentials.
- Ensure the Wi-Fi network has internet access.
- Ensure the Wi-Fi signal is sufficient where the device is placed.
<br>If the problem persists, get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.</td></tr><tr><td>Pulsing yellow</td><td>Your camera is not configured.</td><td>Get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.</td></tr></table>

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / LED reference guide

Troubleshoot your TELUS Doorbell, Indoor and Outdoor cameras

Use our diagnostic tool to find and fix issues with your TELUS Camera purchased with the HomeView plan. 

TELUS Cameras (for HomeView plan) - Troubleshooting diagnostic tool 

TELUS Homeview Cameras - Banner image


In this article, we go over the most common issues with the TELUS cameras purchased with the HomeView plan and how to troubleshoot them. Run through the steps below to try to resolve any issues you're having. If you need further assistance, get in touch with us by booking a callback from the __Support__ section of the SmartHome+ app.

[notification text="__Note__: Do not attempt to insert an SD card into a HomeView camera. If you've already installed a micro SD card in your camera, unplug the camera and remove the card. If you need further assistance, you can schedule a call with a TELUS representative from the SmartHome+ app."]


Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras / SEO

Learn how to troubleshoot and fix common camera issues.

Troubleshoot your TELUS Doorbell, Indoor and Outdoor Cameras | TELUS Support

Troubleshoot your smart cameras / TELUS Doorbell Camera / Interstitial Card

Front view of TELUS HomeView Doorbell Camera

TELUS HomeView Doorbell Camera

Troubleshoot your smart cameras / TELUS HomeView Indoor and Outdoor Cameras / Interstitial Card

TELUS Homeview Indoor and Outdoor Cameras - Interstitial card

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__:

1. [Log in](https://www.telus.com/smarthome-security/login) to the web portal.
2. Select __Video__.
3. Select __Settings__.
4. Using the __Video Device__ dropdown menu, select the desired video device.
5. Select __Video Device Info__.
6. Using the __Chime Type__ dropdown menu, select the appropriate chime type. Learn [how to distinguish a mechanical vs. digital chime](https://www.telus.com/en/support/article/distinguish-mechanical-vs-digital-chime "How to distinguish a mechanical vs. digital chime").
7. Select __Save__.

__To configure Chime Type using the app__:

1. Log in to the [TELUS SmartHome app](https://www.telus.com/en/smarthome-security/app-download).
2. Tap __Doorbell Camera__.
3. Tap the gear icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/1PGPKHV036BG7QU01YI6Ko/fb8f86589cc19f86e0621403e65af70e/gear_icon.png" alt="A graphic of a gear icon to indicate the Settings option." max-width="50"]
4. Using the __Chime Type__ dropdown menu, select the appropriate chime type. Learn [how to distinguish a mechanical vs. digital chime](https://www.telus.com/en/support/article/distinguish-mechanical-vs-digital-chime).
5. Tap the check mark icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/47op6JHAvbjucXrMN98vts/8612c054c735a48c4a6ff4feb0f110f6/check_mark_icon.png" alt="A check mark icon" max-width="50"]

__Verify that Indoor Chime is enabled__

__To enable Indoor Chime using the web portal__:

1. [Log in](https://www.telus.com/smarthome-security/login) to the web portal.
2. Select __Video__.
3. Select __Settings__.
4. Using the __Video Device__ dropdown menu, select the desired video device.
5. Select __Video Device Info__.
6. Select __Indoor Chime__.
7. Select __Save__.

__To enable Indoor Chime using the app__:

1. Log in to the [TELUS SmartHome app](https://www.telus.com/en/smarthome-security/app-download).
2. Tap __Doorbell__.
3. Tap the gear icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/1PGPKHV036BG7QU01YI6Ko/fb8f86589cc19f86e0621403e65af70e/gear_icon.png" alt="A graphic of a gear icon to indicate the Settings option." max-width="50"]
4. If there is more than one doorbell camera, tap the desired device.
5. Tap the __Indoor Chime__ toggle switch to enable the indoor chime.
6. Tap the check mark icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/47op6JHAvbjucXrMN98vts/8612c054c735a48c4a6ff4feb0f110f6/check_mark_icon.png" alt="A check mark icon" max-width="50"]

__Ensure a Digital Circuit Adapter is installed for digital chime__

- If your chime is a digital chime, a separate Digital Circuit Adapter is required
   - Learn [how to distinguish a mechanical vs. digital chime](https://www.telus.com/en/support/article/distinguish-mechanical-vs-digital-chime) for instructions on how to find out which chime type you have.
   - The Digital Circuit Adapter for ADC-VDB750 can be purchased at [telus.com/WorksWith ](https://www.telus.com/workswith "SmartHome Security Compatible Products").
- 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.[img src="//images.ctfassets.net/9mt4r6ro1ay9/632rNT6v6RLhcnge63EBjO/bed0f0b26dbb23b29957140658e7c340/VDB750_Doorbell_Camera-New_install-Step_3-1.jpg" alt=”An illustration of the Digital Circuit Adapter for the ADC-VDB750, and the chime next to it.” max-width="350"] 
[img src="//images.ctfassets.net/9mt4r6ro1ay9/2zof5ihJ4hswQD3NlnQTO3/2bdabdc64c14a628d9cf57a7cadb2095/VDB750_Doorbell_Camera-New_install-Step_3-2.jpg" alt=”An illustration of the Digital Circuit Adapter and the "Front" and "Trans" screws, showing where the wires should be secured.” max-width="350"] 
[img src="//images.ctfassets.net/9mt4r6ro1ay9/7AIj2muZhrUSQ1LRlWhFNE/cf0d186d304195b7cc6001fc500769d4/VDB750_Doorbell_Camera-New_install-Step_3-3.jpg" alt=”An illustration of the Digital Circuit Adapter, and a screwdriver motioning clock-wise to indicate where to tighten the "Front" and "Trans" screws with the wires.” max-width="350"] 
[img src="//images.ctfassets.net/9mt4r6ro1ay9/67HWQKqKvO3og1nHxO0Yr6/7c23cfd132e858b4acc09dfd0417db32/VDB750_Doorbell_Camera-New_install-Step_3-4.jpg" alt=”An illustration of the Digital Circuit Adapter and the chime, with an arrow pointing to the side of the adapter where the chime should be placed.” max-width="350"] 
- 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__
<table><tr><th>__AC transformer__</th><th>16-24 VAC, 10-40VA (16VAC, 10VA recommended)</th></tr><tr><td>__DC transformer__</td><td>15-24 VDC, 6-20W</td></tr></table>

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__

1. Press and hold the button on the doorbell for 40 to 45 seconds until the LED starts flashing yellow, then release.
2. Wait for the device to reboot.

__Factory reset the ADC-VDB750__

1. Press and hold the button on the doorbell for 45 to 50 seconds until the LED starts flashing red and green, then release.
2. Wait for the device to reboot.
3. Re-enroll the device.

How to troubleshoot your ADC-VDB750 Doorbell Camera / The indoor chime does not make a sound when a guest rings the ADC-VDB750 doorbell

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](https://support.apple.com) or [Android Help](https://support.google.com/android).

__If you’re unable to hear audio from the app__

__Verify the app settings and permissions__

1. Verify that the [TELUS SmartHome app](https://www.telus.com/en/smarthome-security/app-download) is updated to the most recent version.
2. In __Video Device Info__, verify that the __Call Volume__ slider is all the way to the right.

__To adjust the Call Volume using the web portal__:

1. [Log in](https://www.telus.com/smarthome-security/login) to the web portal.
2. Select __Video__.
3. Select __Settings__.
4. Using the __Video Device__ dropdown menu, select the desired video device.
5. Select __Video Device Info__.
6. Use the __Call Volume__ slider to adjust the doorbell call volume.
7. Select __Save__.

__To adjust the Call Volume using the app__:

1. Log in to the [TELUS SmartHome app](https://www.telus.com/en/smarthome-security/app-download).
2. Tap __Doorbell Camera__
3. Tap the gear icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/1PGPKHV036BG7QU01YI6Ko/fb8f86589cc19f86e0621403e65af70e/gear_icon.png" alt="" max-width="50"]
4. Use the __Call Volume__ slider to adjust the doorbell call volume.
5. Tap the check mark icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/47op6JHAvbjucXrMN98vts/8612c054c735a48c4a6ff4feb0f110f6/check_mark_icon.png" alt="" max-width="50"]

__Verify the mobile device settings__

1. Verify that the media volume on the mobile device is not muted and the sound is turned up.
2. Verify that the app has access to the mobile device's microphone.
3. Verify that the mobile device does not have any __Do Not Disturb__ settings enabled.
4. Verify the phone is on its most current OS version.
5. Test other apps for audio functionality.

__Test different audio outputs__

1. 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.
2. On another mobile device, test hearing audio in the app.
3. 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__

1. Verify that the [TELUS SmartHome app](https://www.telus.com/en/smarthome-security/app-download) has access to the mobile device's microphone or test two-way audio on another device.
2. 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](https://www.telus.com/en/support/article/configure-adc-vdb750-doorbell-camera#how-to-adjust-saved-video-resolution-settings).

__Verify the power requirements for the device are met__

Verify that the transformer meets the power needs of the ADC-VDB750. 
<table><tr><th>__AC transformer__</th><th>16-24 VAC, 10-40VA (16VAC, 10VA recommended)</th></tr><tr><td>__DC transformer__</td><td>15-24 VDC, 6-20W</td></tr></table>
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.

__Reboot the ADC-VDB750__

1. Press and hold the button on the doorbell for 40 to 45 seconds until the LED starts flashing yellow, then release.
2. Wait for the device to reboot.

__Factory reset the ADC-VDB750__

1. Press and hold the button on the doorbell for 45 to 50 seconds until the LED starts flashing red and green, then release.
2. Wait for the device to reboot.
3. Re-enroll the device.

How to troubleshoot your ADC-VDB750 Doorbell Camera / I’m unable to hear audio during an ADC-VDB750 doorbell call

__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.
<table><tr><th>__AC transformer__</th><th>16-24 VAC, 10-40VA (16VAC, 10VA recommended)</th></tr><tr><td>__DC transformer__</td><td>15-24 VDC, 6-20W</td></tr></table>
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.

How to troubleshoot your ADC-VDB750 Doorbell Camera / The LED does not turn on

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](https://www.telus.com/en/support/article/install-adc-vdb750-doorbell-camera#how-to-install-the-mechanical-chime-dongle) to fix this issue.

__Verify the correct Chime Type is selected__

To configure Chime Type using the web portal:

1. [Log in](https://www.telus.com/smarthome-security/login) to the web portal.
2. Select __Video__.
3. Select __Settings__.
4. Using the __Video Device__ dropdown menu, select the desired video device.
5. Select __Video Device Info__.
6. Using the __Chime Type__ dropdown menu, select the appropriate chime type. Learn [how to distinguish a mechanical vs. digital chime](https://www.telus.com/en/support/article/distinguish-mechanical-vs-digital-chime).
7. Select __Save__.

__To configure Chime Type using the app__:

1. Log in to the [TELUS SmartHome app](https://www.telus.com/en/smarthome-security/app-download).
2. Tap __Doorbell Camera__.
3. Tap the gear icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/1PGPKHV036BG7QU01YI6Ko/fb8f86589cc19f86e0621403e65af70e/gear_icon.png" alt="A graphic of a gear icon to indicate the Settings option." max-width="50"]
4. Using the __Chime Type__ drop-down menu, select the appropriate chime type. Learn [how to distinguish a mechanical vs. digital chime](https://www.telus.com/en/support/article/distinguish-mechanical-vs-digital-chime).
5. Tap the check mark icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/47op6JHAvbjucXrMN98vts/8612c054c735a48c4a6ff4feb0f110f6/check_mark_icon.png" alt="" max-width="50"]

__Verify the installation meets the power and wiring requirements__

<table><tr><th>__AC transformer__</th><th>16-24 VAC, 10-40VA (16VAC, 10VA recommended)</th></tr><tr><td>__DC transformer__</td><td>15-24 VDC, 6-20W</td></tr></table>

__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.

How to troubleshoot your ADC-VDB750 Doorbell Camera / There is humming or false rings from the doorbell chime

__Reboot the ADC-VDB750__

1. Press and hold the button on the doorbell for 40 to 45 seconds until the LED starts flashing yellow, then release.
2. After the device reboots, try connecting again.
3. If issues persist, factory reset the video doorbell.

__Factory reset the ADC-VDB750__

1. Press and hold the button on the doorbell for 45 to 50 seconds until the LED starts flashing red and green, then release.
2. Wait for the device to reboot.
3. Re-enroll the device.

How to troubleshoot your ADC-VDB750 Doorbell Camera / I’m unable to connect to Wi-Fi

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__:

1. 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).
2. 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__:

1. 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).
2. 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 network device or router that the camera is connected to, or move the camera closer to the network device or router.

__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.


How to troubleshoot your ADC-VDB750 Doorbell Camera / How to reconnect the doorbell to Wi-Fi if the wireless network or router changes

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__:

1. [Log in](https://www.telus.com/en/support/article/log-in-telus-smarthome-security-account) to the web portal.
2. Select __Video__.
3. Select __Recording Rules__.
4. Select the "pencil" icon on the desired rule.[img src="//images.ctfassets.net/9mt4r6ro1ay9/5v7SD6JFqK0mcXZ97kctnx/4bc88e326fd8df7c7d50ca96ac394ff8/ADC-VDB750_Doorbell_Camera-Settings-_Pencil_icon.png" alt=”A graphic of a pencil icon to indicate the editing option for Recording Rules in the web portal and TELUS SmartHome app.” max-width="50"]
5. Select __Video Analytics__.
6. Select __ADC-VDB750__.
7. Select __Next__.
8. Using the __Sensitivity__ slider, adjust the sensitivity up to increase the sensitivity or down to decrease the sensitivity.
9. Select __Save__.

__To adjust the sensitivity using the app__:

1. Log in to the [TELUS SmartHome app](https://www.telus.com/en/smarthome-security/app-download).
2. Tap __Doorbell Camera__.
3. Tap the gear icon.[img src="//images.ctfassets.net/9mt4r6ro1ay9/1PGPKHV036BG7QU01YI6Ko/fb8f86589cc19f86e0621403e65af70e/gear_icon.png" alt="A graphic of a gear icon to indicate the Settings option." max-width="50"] 
4. Tap __Recording Rules__.
5. Tap the "pencil" icon  on the desired rule.[img src="//images.ctfassets.net/9mt4r6ro1ay9/5v7SD6JFqK0mcXZ97kctnx/4bc88e326fd8df7c7d50ca96ac394ff8/ADC-VDB750_Doorbell_Camera-Settings-_Pencil_icon.png" alt=”A graphic of a pencil icon to indicate the editing option for Recording Rules in the web portal and TELUS SmartHome app.” max-width="50"]
6. Using the __Sensitivity__ slider, adjust the sensitivity up to increase the sensitivity or down to decrease the sensitivity.
7. Tap __Save__.

__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 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 the __Detection Sensitivity__ slider higher for more triggers or lower for fewer.

How to troubleshoot your ADC-VDB750 Doorbell Camera / The ADC-VDB750 doorbell detects too much or too little motion

If needed, a wedge mount can be used to adjust the camera angle on the doorbell by five degrees up or down, or 15 degrees left or right, to improve the field of view.

For instructions on how to install the wedge mount for the ADC-VDB750 Doorbell Camera, please watch the video below: 

[youtube:id:zabtfLXG-bg]

How to troubleshoot your ADC-VDB750 Doorbell Camera / The ADC-VDB750 doorbell is not capturing the right area at my doorway

How to troubleshoot your ADC-VDB750 Doorbell Camera

How to troubleshoot your ADC-VDB750 Doorbell Camera Swiftype Title

Fix potential issues with your ADC-VDB750 Doorbell Camera using these instructions.

How to troubleshoot your ADC-VDB750 Doorbell Camera Swiftype Description

How to troubleshoot your ADC-VDB750 Doorbell Camera / SEO

Troubleshoot your ADC-VDB750 Doorbell Camera | TELUS Support

Learn how to fix potential issues with your ADC-VDB750 Doorbell Camera using these instructions.

Troubleshoot your smart cameras / ADC-VDB750 Doorbell Camera

The front view of the ADC-VDB750 Doorbell Camera.

VDB750 Fusion Doorbell white 

Troubleshoot your Round Doorbell Camera

__Note__: If your doorbell is not showing any colour, there may be a power issue or it may have been turned off in the video settings from the web portal.

<table><tr><th><strong>Image</strong></th><th><strong>LED pattern</strong></th><th><strong>Doorbell state</strong></th><th><strong>Description</strong></th></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/2JEgw43rMRgYY3i532VdPr/579135656b323f33c8be30ca81015e08/Solid_green_-_active.png"</td><td>Solid green</td><td>Active</td><td>Your doorbell is ready and working normally.<br/>
Want to change the colour? Use the TELUS SmartHome app or website to choose a custom colour in place of default green.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/3coJcdfoKyeVQOlxa52Zm9/635917fdf145576754d3dce60fe1fde3/Solid_white.png"</td><td>Solid white</td><td>In call mode</td><td>A call has been initiated or is occurring.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/4fHYN8WD67Qss6ssngPUHN/9dcb16e39290c4cee590e98075a8e578/Solid_yellow.png"</td><td>Solid yellow</td><td>Starting up</td><td>Please wait while the doorbell is booting up.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/3FLolN4jwHjydPM9d9U3g0/9f34369ce49252d2d5c3f31f04cad0dd/Alternating_red_and_blue.png"</td><td>Alternating red & blue</td><td>Battery is charging</td><td>__Note__: The battery may charge for up to 30 minutes after installation.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/9BzB3pQNQos8Bqi3stNMq/81a36441b60e99e5fd2c6024c6cb8c8c/Alternating_blue_and_green.png"</td><td>Alternating blue & green</td><td>Connected to Wi-Fi, waiting for server connection</td><td>Please wait until the doorbell is successfully connected to the Wi-Fi network.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/1gfvzrT02t5kdpoZxPt1du/0e07ea2d9add465e29edcb2f7fa06b35/Alternating_blue_and_yello.png"</td><td>Alternating blue & yellow</td><td>Firmware update in progress</td><td>Please wait until the firmware update is complete.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/2aVAfcfXzNbx2ajbg9D47z/0d060d52ff4029bf6f319248d0fbfab0/Rapid_orange_double_flash.png"</td><td>Rapid orange double flash</td><td>No Wi-Fi connection</td><td>Check the Internet connection. The Wi-Fi credentials may have changed. Delete and re-add the doorbell camera using the TELUS SmartHome app. See more on how to [reconnect the doorbell camera to the Internet](https://www.telus.com/en/support/article/reconnect-doorbell-camera-to-internet).</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/30ob0Vupe1m7IveuC2SMH5/81e52917b986cf0fb86900463d87582c/Rapid_red_double_flash.png"</td><td>Rapid red double flash</td><td>Power supply issue</td><td>Contact your electrician. The doorbell transformer may need to be replaced.</td></tr></table>

Troubleshoot your Round Doorbell Camera Swiftype Title

Troubleshoot issues with your doorbell camera with the LED status reference guide.

Troubleshoot your Round Doorbell Camera / SEO

Troubleshoot your Round Doorbell Camera | TELUS Support

If you're experiencing issues with your doorbell camera, check out the LED status reference guide below to assist with your troubleshooting.

Troubleshoot your smart cameras / Round Doorbell Camera

A round doorbell camera by Skybell is shown.

Round Doorbell Camera

Troubleshoot your Slimline Doorbell Camera

__Note__: If your doorbell is not showing any colour, there may be a power issue or it may have been turned off in the video settings from the web portal.

<table><tr><th><strong>Image</strong></th><th><strong>LED pattern</strong></th><th><strong>Doorbell state</strong></th><th><strong>Description</strong></th></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/2JEgw43rMRgYY3i532VdPr/579135656b323f33c8be30ca81015e08/Solid_green_-_active.png"</td><td>Solid green</td><td>Active</td><td>Your doorbell is ready and working normally.<br/>
Want to change the colour? Use the TELUS SmartHome app or website to choose a custom colour in place of default green.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/3coJcdfoKyeVQOlxa52Zm9/635917fdf145576754d3dce60fe1fde3/Solid_white.png"</td><td>Solid white</td><td>In call mode</td><td>A call has been initiated or is occurring.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/6vl1nighwtt0n3axOHiGhq/ad15379b8047089d5dbf9f77e92a574e/Solid_blue.png"</td><td>Solid blue</td><td>Starting up</td><td>Please wait while the doorbell is booting up.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/vQExpmv0TWyzJ0gBplLyi/a85eedbaacf23f30ce04d77f816dd6e3/Pulsing_blue.png"</td><td>Pulsing blue</td><td>Battery is charging</td><td>__Note__: The battery may charge for up to 30 minutes after installation.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/9BzB3pQNQos8Bqi3stNMq/81a36441b60e99e5fd2c6024c6cb8c8c/Alternating_blue_and_green.png"</td><td>Alternating blue & green</td><td>Connected to Wi-Fi, waiting for server connection</td><td>Please wait until the doorbell is successfully connected to the Wi-Fi network.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/1gfvzrT02t5kdpoZxPt1du/0e07ea2d9add465e29edcb2f7fa06b35/Alternating_blue_and_yello.png"</td><td>Alternating blue & yellow</td><td>Firmware update in progress</td><td>Please wait until the firmware update is complete.</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/2aVAfcfXzNbx2ajbg9D47z/0d060d52ff4029bf6f319248d0fbfab0/Rapid_orange_double_flash.png"</td><td>Rapid orange double flash</td><td>No Wi-Fi connection</td><td>Check the Internet connection. The Wi-Fi credentials may have changed. Delete and re-add the doorbell camera using the TELUS SmartHome app. See more on how to [__reconnect the doorbell camera to the Internet__](https://www.telus.com/en/support/article/reconnect-doorbell-camera-to-internet).</td></tr></tr><tr><td><img src="//images.ctfassets.net/9mt4r6ro1ay9/M5ECW5vFUosb6rXXCJl5k/6954421d2ce548172ae1099a40869831/Rapid_blue_double_flash.png"</td><td>Rapid blue double flash</td><td>Power supply issue</td><td>Contact your electrician. The doorbell transformer may need to be replaced.</td></tr></table>

Troubleshoot your Slimline Doorbell Camera 


Troubleshoot your Slimline Doorbell Camera Swiftype Title

Troubleshoot issues with your Slimline Doorbell Camera with the LED status reference guide.

Troubleshoot your Slimline Doorbell Camera Swiftype Description

Troubleshoot your Slimline Doorbell Camera / SEO

Troubleshoot your Slimline Doorbell Camera | TELUS Support

If you are experiencing issues with your doorbell camera, check out the LED status reference guide below to assist with your troubleshooting

Troubleshoot your smart cameras / Slim Doorbell Camera

A slim doorbell camera by Skybell is shown.

slim doorbell camera

Troubleshoot your smart cameras / SEO

Find out why your smart cameras are periodically disconnecting from your network.