If your 2K or 1080P wired doorbell failed to add to the eufySecurity app during the setup process, please follow the troubleshooting steps listed below.
Preparation Before Setting Up the 2K/1080P Wired Doorbell
1. Make sure both wires are working correctly and the transformer has a specification of at least 16-24VAC/30VA, then locate the existing doorbell chime in your house.
2. Please switch off the existing doorbell power at the fuse box or breaker. To confirm it has been successfully switched off, try ringing the doorbell again and listening for the existing chime.
3. Make sure the wiring provides sufficient power to the eufy wired doorbell, if not, it is necessary to bypass the existing chime. Use the provided jumper for the existing chime to connect TRANS and the other terminal leading to the eufy doorbell. This will not affect the normal operation of the circuit.
4. Please switch the master circuit breaker/fuse in your home back on and wait for the doorbell ring to pulse yellow, then continue with the setup process.
5. Please perform voltage diagnosis to check your doorbell transformer voltage before starting to use the doorbell. The eufy wired doorbell requires at least 16-24VAC, 30VA for the doorbell to function properly. If the voltage is below that threshold, the doorbell’s functionality will be severely impaired and it may not work properly.
If the voltage cannot meet the wiring requirement for wired doorbell during the test process, please follow the suggestions below:
Some doorbell transformers may be overrated, which results in the doorbell working for a short period of time before it stops functioning. If you experience the following issues, please consider replacing the transformer.
- The doorbell doesn’t always respond reliably.
- The doorbell is showing a red ring during the setup process, indicating insufficient power level.
- The doorbell is showing an amber ring during the setup process, or it is constantly either failing to boot up or having to reboot.
- The doorbell works fine during the day but is unreliable at night.
- The doorbell works fine when it detects motion, but it reboots itself when someone presses the doorbell.
- The eufySecurity app takes a long time to respond or start streaming when someone is ringing the doorbell.
If the device cannot connect to Bluetooth, please follow these tips:
When setting up your eufy wired doorbell in the eufySecurity app, you will need to pair the doorbell with your phone via Bluetooth. What if the connection fails and an error message such as “Failed to connect Bluetooth” appears? Please follow the troubleshooting steps below.
Please hold the doorbell button for five seconds to determine if you can hear a “Ding” sound. If you hear a “Ding” sound, it means that the wired doorbell has been powered on and the doorbell is ready for pairing via Bluetooth. Follow the steps according to the instructions on the app.
You Can Hear a Ding Sound
1. Enable the Bluetooth permission on your phone. For iOS users, confirm that the Bluetooth permission is enabled for the eufySecurity app. For Android users, enable Bluetooth and the location/positioning on your phone. Here are the steps in the eufySecurity app: Slide the three-lined side menu > Settings > App Permissions.
2. Enable and then disable the Airplane mode on your phone.
3. Restart your phone and try the doorbell setup process again.
If the issue persists, hold down the ring button on the doorbell for five seconds and repeat the above steps again.
You Can’t Hear a Ding Sound
1. Make sure the doorbell has sufficient power.
2. Power the doorbell off and on, then press the doorbell button for five seconds to determine if you can hear a sound. If you can hear a sound, go back to the first step and start again. Please press and hold the doorbell button for five seconds to activate the BLE signal of the doorbell to begin the setup process.
Please go to Settings on your phone and turn on Bluetooth.
When the device cannot connect to WiFi, please try the following steps:
In case your wired doorbell cannot connect to WiFi when you first set it up in the eufySecurity app, please try the following troubleshooting steps.
1. Make sure your router can access the Internet without issues.
2. Make sure you have enabled DHCP on your router.
3. Try to turn off the firewall setting on the router. Make sure the following ports are open：
- TCP：12306, 12308
- UDP：32099, 32100, 32101, 32102, 32132
4. If possible, move the router closer to the doorbell. The distance between the doorbell and the router should be within 30ft. The menu to check WiFi signal strength is "Device--Setting--Wi-Fi Connection", if it shows “Great”, the signal will be OK.
5. If the issue persists, please enable HotSpot on your phone and make the doorbell connect to your hotspot to see if it works: Device Tab>"..." icon> "Gear" icon> Doorbell Settings>General> Wi-Fi Connection> Change Wi-Fi.
Contact eufy Support for More Help
If the above instructions cannot resolve your issue, please email us for further assistance. It would be greatly appreciated if you could provide the following information for the eufy support team to quickly resolve the issue.
- Send us a video showing the steps taken when pairing the Doorbell.
- Upload App log via eufySecurity app by selecting the three-lined menu icon located at the top left corner of the app > About > Upload Log > App Logs and Device Logs; If the 'Upload Log' is not visible, please follow: Three-Lined Menu > About > Tap the "eufy logo" for five times and choose "App log".
