Ecobee – Smart Doorbell Camera (wired) Troubleshooting

Category: Smart Doorbell Camera (wired)

Answer:

If you are experiencing issues with your ecobee Smart Doorbell Camera (wired), use the troubleshooting steps below to identify and resolve the problem.

Troubleshooting App Issues

If the ecobee app is not responding correctly:

1. Close and restart the ecobee app.

iPhone

• Swipe up from the bottom of the screen or double-click the Home button.
• Locate the ecobee app.
• Swipe up to close it.

Android

• Press and hold the ecobee app icon.
• Select Force Stop.

2. Power cycle the Smart Doorbell Camera.

• Turn off the circuit breaker supplying power to the doorbell.
• Wait 5 seconds.
• Restore power.

3. Factory reset the Smart Doorbell Camera.

• Open the ecobee app.
• Go to Settings > Device Settings > Remove Device.
• Press the Reset button on the back of the doorbell.
• When prompted, press the Doorbell button to perform a factory reset.
• Wait for the LED Light Loop to turn solid green.
• Re-register the device.

Installation Issues

LED Light Loop is Red

Possible Cause

• Insufficient power.

Troubleshooting

1. Turn off power.
2. Verify doorbell wiring.
3. Verify Chime Adapter wiring.
4. Confirm transformer specifications.

Minimum Requirements

• 16–24 VAC
• 10 VA minimum

Recommended Transformers

• 16VAC 30VA
• 24VAC 20VA

LED Light Loop is White

Possible Cause

• Device is booting.
• Firmware issue.

Troubleshooting

1. Wait up to 5 minutes.
2. Power cycle the device.
3. Factory reset the device if necessary.

LED Light Loop is Spinning Yellow

Possible Cause

• Pairing mode timed out.

Troubleshooting

1. Press the Doorbell button.
2. Return the device to Pairing Mode.

No LED Light Loop

Possible Cause

• No power.

Troubleshooting

1. Verify wiring.
2. Verify Chime Adapter connections.
3. Verify transformer operation.

Registration and Wi-Fi Issues

Doorbell Does Not Appear During Registration

Possible Causes

• Bluetooth disabled.
• Device not in Pairing Mode.
• App permissions issue.

Troubleshooting

1. Stay within 6 feet of the doorbell.
2. Confirm LED Light Loop is solid green.
3. Enable Bluetooth.
4. Update the ecobee app.
5. Force close and reopen the app.
6. Reinstall the app if necessary.

Registration Stuck on "Setting Up the Doorbell"

Possible Causes

• Wi-Fi connection failure.
• Registration error.

Troubleshooting

1. Close the ecobee app.
2. Factory reset the doorbell.
3. Wait for a solid green LED Light Loop.
4. Retry registration.

Chime and Chime Adapter Issues

Chime Adapter Does Not Fit

Solution

• Mount the Chime Adapter beside or above the chime box using the included adhesive.

In-Home Chime Does Not Ring

Possible Causes

• Incorrect Chime Adapter wiring.
• Incorrect chime configuration.
• Unsupported chime type.

Troubleshooting

1. Confirm the doorbell powers on.
2. Verify chime compatibility.
3. Determine chime type:

• Mechanical
• Digital
• Wireless

Good to Know

• Wireless chimes are not compatible.
• Whole Home Chime may be used as an alternative.

In-Home Chime Sounds Different

Possible Causes

• Incorrect configuration.
• Chime Adapter obstruction.
• Digital chime settings.

Troubleshooting

1. Verify wiring.
2. Verify chime settings.
3. Ensure chime plungers move freely.

Everyday Use Issues

Doorbell Keeps Losing Wi-Fi

Troubleshooting

1. Power off the router and doorbell.
2. Wait two minutes.
3. Restart the router.
4. Restore power to the doorbell.
5. Verify Wi-Fi availability.

Recommended Settings

• 2.4 GHz Wi-Fi
• WPA/WPA2-AES security

Additional Tips

• Move the router closer.
• Install a Wi-Fi extender if necessary.

Doorbell Randomly Resets or Goes Offline

Possible Causes

• Insufficient power.
• Intermittent Wi-Fi.
• Server communication issues.

Troubleshooting

1. Verify transformer capacity.
2. Verify Chime Adapter installation.
3. Confirm Wi-Fi stability.

Live View Not Working

Troubleshooting

1. Confirm Wi-Fi connectivity.
2. Restart the device.
3. Verify ecobee services are available.

Doorbell Not Recording

Troubleshooting

1. Verify Wi-Fi connectivity.
2. Open Live View.
3. Select Settings.
4. Open Detection Settings.
5. Enable:

• Motion Detection
• Person Detection
• Package Detection

6. Test manual recording.

Whole Home Chime Not Working

Troubleshooting

1. Confirm the doorbell is online.
2. Verify Whole Home Chime is enabled.
3. Ensure all supported ecobee devices are connected to the same network.

Delayed or Missing Notifications

Troubleshooting

1. Verify internet connectivity on the mobile device.
2. Verify app notifications are enabled.
3. Confirm the doorbell is connected to Wi-Fi.

Doorbell Camera Appears Off

Troubleshooting

1. Open Settings.
2. Select Video.
3. Confirm Camera On/Off is enabled.

Registration Error Codes

Error 0

Cause

• Bluetooth disconnected.

Solution

• Keep the phone within 6 feet of the doorbell.
• Ensure Bluetooth remains enabled.

Error 8

Cause

• Incorrect Wi-Fi network name.

Solution

• Verify the network name and retry.

Error 9

Cause

• Incorrect Wi-Fi password.

Solution

• Verify the password and retry.

Error 10

Cause

• Unable to connect to Wi-Fi.

Solution

• Verify Wi-Fi settings and retry.

Error Codes 1, 2, 4, 5, 12, 13, 15, 16, 17, 18, 19, 20, and 21

Cause

• Unable to communicate with ecobee servers.

Solution

• Retry registration.
• Power cycle the device.
• Factory reset the device.
• Contact ecobee Support if the issue persists.

Good to Know

• Most installation issues are caused by insufficient transformer power.
• Most registration issues are caused by Bluetooth permissions or Wi-Fi setup problems.
• Most connectivity issues are caused by weak Wi-Fi signals or router configuration.
• Whole Home Chime requires compatible ecobee devices on the same network.