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Circle View Doorbell goes offline periodically

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  • Official comment
    Kurt

    Hi Anthony Witt,

    We are sorry to hear about what happened. Please allow me to assist you in fixing this. Kindly follow the steps below.

    If your View Doorbell is offline but appears in HomeKit try these steps:

    1. Make sure that the network in the home is stable.
    2. Check that the power is operating — the LED should be on.
    3. Try quitting and reloading the HomeKit application.
    4. If there are other devices in the HomeKit, make sure they are not also offline. If other devices in HomeKit are offline, this is likely a network or Apple-based issue.

    If none of the previous steps resolve the issue, try a factory reset. You can reset Circle View Doorbell in two ways:

    • When it’s powered by its mount on house power.
    • When your unit is not currently installed at your entrance or your house's electrical system does not have power, and you need to reset the device. You can do this by using USB power connected to a 5V 2A power supply.

    If your unit is currently powered by its mount on house power please follow these these steps to reset the device.

    1. Disconnect your unit from power — use the included ejector tool (or a strong paper clip end) and push it into the small circular opening on the bottom right of the device and press firmly. Once you hear the lock release, you can then carefully remove the main unit from the mount. Keep the unit disconnected for at least 30 seconds before proceeding to the next step.
    2. Snap the main unit into mount while pressing down the button — start by inserting the bottom first, then follow with the top as shown.
      TIP: You will know the unit is secure in the mount when you hear two clicks (bottom and top). DO NOT LET GO OF THE BUTTON.
    3. Continue to hold the button as the status LED changes color. Let go when you see the rapidly blinking magenta Status LED (9+ seconds after applying power).

    You’ll know the reset is successful when you hear two beeps and the unit returns to the ready-to-pair state (solid green Status LED).

    If you need to reset your device using USB power:

    1. Disconnect your unit from power.
      • If your device is currently in its mount, use the included ejector tool and push it into the small circular opening on the bottom right of the device, and press firmly. Once you hear the lock release, you can then carefully remove the main unit from the mount.
      • If your unit is connected to a 5V 2A USB power source via a micro-USB cable, remove the USB power cable from the device.
        Keep the unit disconnected for at least 30 seconds before proceeding to the next step.
    2. Press and hold down the doorbell button and while doing so, plug the USB power cable (connected to a 5V 2A power source) back into the device. DO NOT LET GO OF THE BUTTON.
    3. Continue to hold the button as the status LED changes color. Let go when you see the rapidly blinking magenta Status LED (9+ seconds after applying power).

    You’ll know the reset is successful when you hear two beeps and the unit returns to the ready to pair state (solid green Status LED).

    Hope this helps!

    Thanks!
    Kurt

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