The SwannBuddy™ Video Doorbell contains rechargeable lithium-ion batteries. Due to the potentially volatile nature of lithium batteries, extra care should be taken when charging the video doorbell as overheating could occur if improperly charged which could result in leakage, explosion, or fire. To ensure battery safety and reduce risk of injury or damage, please read the linked lithium battery device charging guidelines carefully.
FREQUENTLY ASKED QUESTIONS
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Question: I have setup my video doorbell but in the app it always says offline?
Answer: Sometimes setting up Wi-Fi can be tricky as Wi-Fi passwords are CASE sensitive and sometimes complex as well. To confirm you have the correct Wi-Fi settings and password simply follow the same process as you did to initially set up the video doorbell as outlined in the Quick Start Guide and User Manual, taking care to enter the password exactly as it appears on your Wi-Fi network device. Also make sure your phone is connected to the network you want to connect your video doorbell to before you start the setup, as this information is saved on the video doorbell during the setup process. If all of the details are correct and it still appears as offline, move your router closer to your video doorbell and see if you can connect.
Question: How far from my Wi-Fi router can I mount my video doorbell?
Answer: The Wi-Fi range can be up to 65ft / 20m but Wi-Fi signal can be reduced by many things around the home. Take into consideration the amount of walls the Wi-Fi signal must pass through and their construction. The more solid the building material or the more metal the signal must pass through the more impact it has on the Wi-Fi signal. Also take note of electrical equipment and other appliances that may affect the Wi-Fi signal. Some experimentation with locations may be required to get the optimal signal, check the signal strength in the app to give you a guide on the most suitable placement options.
Question: Can I use range extenders to help improve or extend my connection?
Answer: Range extenders can be very useful in obtaining suitable Wi-Fi signal strength at longer distances. Please refer to the range extender's manufacturer user guide for setup and usage assistance as Swann are unable to directly support these devices.
Question: Should I use 2.4GHz or 5GHz Wi-Fi?
Answer: The SWIFI-BUDDY is only capable of connecting to the 2.4GHz Wi-Fi frequency. Depending on your router/Wi-Fi device, you may need to disable or turn off band steering or edit the name of the 5GHz radio before you can connect the SWIFI-BUDDY.
Question: How do I change or update the video doorbell's network settings?
Answer: To change to a different Wi-Fi network or to refresh the Wi-Fi settings simply follow the same process as you did to initially set up the video doorbell as outlined in the Quick Start Guide and User Manual, this will save the new settings on the video doorbell.
If the video doorbell is still online, you can go to the video doorbell's settings then select WiFi SSID then choose your new SSID (or enter it manually) and enter the password then tap Next/Save. This method is used to pre-set the video doorbell but keep in mind that after changing it, the video doorbell will be offline until the new WiFi is available.
Tip: You do not need to press ‘Remove Device’ under the settings menu before you start the pairing process to put your video doorbell on a different network. You can simply put your phone onto the new network which you wish to place the video doorbell on, and then select ‘Pair Camera’ from the main menu to follow the pairing process again and place the video doorbell on a different network.
Question: What type of Wi-Fi signal can I connect the video doorbell to?
Answer: 2.4GHz - 802.11b/g/n/ax only.
Question: Can I connect the video doorbell to a mobile broadband device?
Answer: It is possible but not recommended as this will usually incur data charges and will be dependent on mobile coverage in the area.
Question: How many days of recordings can I see in the app?
Answer: Local video doorbell storage will overwrite oldest recording once it is full (therefore, no exact days) while Cloud recordings are up to 1 day for Free subscription or 60 days via Secure+ subscription.
Question: What happens to the video after the storage days have expired?
Answer: Make sure you download any clips you need from the cloud storage via the Playback tab or local storage via Camera Settings. When the storage days have expired, clips will automatically be removed from your cloud and can no longer be retrievable.
Question: How long will the video doorbell record for in each clip?
Answer: Once an event is triggered, the video doorbell can record up to 60 seconds, depending on motion. In an event that there are still movements, it will record to a new clip.
Question: How far away can my video doorbell detect movement?
Answer: Your video doorbell can detect movement of a person up to 16ft / 5m from the video doorbell when on the highest True Detect™ Motion Sensitivity settings. More intense heat sources (e.g. vehicles) may detect a little further away and less intense heat sources (e.g. pets/small animals) may need to be a little closer before they are detected. The range/sensitivity of the motion sensor can be adjusted via the True Detect™ Motion Sensitivity settings bar in the app.
Question: How do I optimize the motion detection?
Answer: PIR sensors work optimally when the subject of detection passes across their front. The more the object must "cross" the front of the video doorbell the better the detection reliability. When placing your video doorbell try to avoid situations where the subject would move straight toward the video doorbell if possible. You may need to experiment with the sensitivity settings in the app and video doorbell placement to get the ideal mix of detection and battery life as too much sensitivity can reduce battery life.
Question: Can my video doorbell detect motion through a window or pane of glass?
Answer: The nature of PIR sensors is that they detect warm moving objects. Given that glass is quite a good insulator, it actively blocks this heat from the video doorbell's PIR sensor and so the sensor cannot detect motion even though you can see movement happening.
Question: What type of detection method is being used by the video doorbell?
Answer: True Detect™ PIR (Passive Infrared) - motion based.
Question: Why does my doorbell discharges quickly?
Answer: Frequent opening of Swann Security app, too many motion detections, too many presses to the doorbell, and poor WiFi signal can contribute to the fast discharge of the battery. The unit sleeps when there's none of the above on the first 3 things mentioned is happening while repositioning the doorbell or your router so they can have a stronger signal will help the doorbell last longer.
Question: Can my video doorbell see through glass at night?
Answer: The IR LEDs do not fare as well travelling through glass compared to visible light.
Question: I see the lights on the front of the video doorbell are on or flashing sometimes, what do they indicate?
Answer: The lights on the front of the video doorbell reflect different modes of operation or video doorbell states, check the User Manual from the link down the page for information on the various LED colors and their meaning.
Question: My app shows there is an Update Available on the main screen, what does this mean?
Answer: Swann will continue to release new versions of the app and video doorbell firmware to improve your experience. When a new video doorbell firmware is available, the app will show an Update Available message on the main screen. Swann highly recommends that you update your video doorbell firmware to take advantage of the latest improvements. Please follow the instructions in the User Manual for how to update your video doorbell’s firmware.
Question: I forgot the password to my account, how do I reset it?
Answer: Open the app on your phone, just under the Sign In bar you will see "Forgot Password". Enter your registered email address then tap Reset Password. The system will then email you instructions for resetting your password online. Go to your email app and follow the instructions to set a new password, then return to the app to login. Keep a record of the password somewhere safe in case you need it again later.
Question: When I watch the live stream it doesn't seem to play smoothly and sometimes seems slow?
Answer: The video doorbell has 3 different settings for streaming quality; low, medium and high. If you are having problems streaming you can lower the settings and test to see if it improves. Note that lowering the stream settings does not affect the quality of the recordings. If you have very fast upload speeds you can set your video doorbell to high, but if your upload speed is not that good then we recommend you use medium or low for the streaming setting.
To check your upload speed, go to https://www.speedtest.net/. You need at least 1Mbps per video doorbell.
Question: How many users can be connected to a video doorbell at once?
Answer: There is no specific limit but we recommend no more than 3 connections at once; the available bandwidth of the internet connection that the video doorbell is using may also limit the connections that can be sustained.
Question: Where do I find the video doorbell's information such as firmware, manufacturer, state... etc?
Answer: Once you login to your account, tap on Settings (Android) or Device Settings (iOS) (if you have 2 or more devices, select the unit you wanted to check). Swipe to the bottom and select Technical details.
Question: Can I setup or view my video doorbells on my PC or Mac?
Answer: The Swann Security app is currently only available on iOS and Android for supported phones and tablets, operation on PC or Mac is not supported.
Downloads and Articles
Quick Start Guide:
- SwannBuddy™ Video Doorbell - Swann Security Android App Pairing Guide
- SwannBuddy™ Video Doorbell QSG
- Password Reset for Swann Security Account
- Pair your IP Camera on Swann Security app
- Playback and export recordings on Swann Security app on Android
- Playback and export recordings on Swann Security app on iOS
- Swann Security Push Notification is not working (Android and IP Cameras)
- Swann Security Push Notification is not working (iOS and IP Cameras)