Video door intercom and video doorbell for iOS, Android, iPhone, iPad, Smartphone and Tablet
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Frequently Asked Questions

 iOS and Android Version, Hardware

During App development we must always operate under the specifications and guidelines provided by Apple and Google, which suggests that, among other things, that apps and app updates for the App Store and Google Play Store must always be developed using the latest iOS and Android versions. This of course also means that new apps are reserved for the current smartphone operating systems and hardware. Because our products are also security related, we advise that you always use the latest smartphone with the most recently updated version of iOS or Android.



 Apple HomeKit

At present, HomeKit unfortunately requires special Apple chips that have to be installed in the door station - this could not be taken into account in the development of the current hardware generation. In addition, Apple recently introduced a software solution for non-commercial use only (developer version). According to Apple, however, it will take some time before this solution is released for commercial use. HomeKit also required an 1080p image sensor.

We would like to offer to keep you up to date regarding this topic with our newsletter: www.doorbird.com/newsletter



 Electric Door Opener Tamper Protection

In general, any electric door opener connected by direct wiring of the live wire to a door intercom can be tampered with. This applies to every door intercom (for physical reasons) and is also almost exclusively how electric door openers are installed worldwide. For greater security we recommend that you protect the electric door opener with a tamper contact which has a remote safety relay. We do offer our own door controller A1081 as a solution for this topic in our shop. Alternatively you can also encrypt the door opener signal via IP and send it to the door opener via your home automation system. We offer a comprehensive API for integration into third-party systems: http://www.doorbird.com/api



 RFID function (D10x/D20x/D21x series)

D10x/D20x series:

The D10x/D20x series features a built-in 433 MHz transceiver (sender, receiver) and was planned to use it for external Radio-frequency identification sensors/senders such as external remotes (as you know e.g. from garage systems) and external motion sensors. These were never designed to be used for access control using cards of key fobs because they do not support the right frequency.However because of the lack of support from third party systems we did not fully launch this feature yet. 

D21x series: 

The D21x series features a built-in 125 KHz RFID reader for access control (Active Reader Passive Tag (ARPT) system), as specified in ISO/IEC 18000-2:2009 Part 2 which makes them compatible with other third party key fobs and card entry systems.



 Subsequent customs duties or tax

As you can see at https://www.doorbird.com/buy, we ship all orders from our Logistics Department located in the European Union (EU). Unfortunately we have no influence on the subsequent customs process in the country and state where you are living. We declare everything correctly (tax, customs) in advance according to EU tax and export regulations and pay all EU tax and customs duties correctly and in advance. However we are not in a position to pay subsequent customer tax or customs duties, as this is an individual fee that your customs authority charges you (the importer), not us (the exporter). The subsequent customs process depends fully on your local customs authority in the country and state where you are living. The decision to charge any taxes or duties is made by your local authorities, and it benefits your country or state, not the European Union (EU). We can’t refund any subsequent customs duties or tax that your local customs authority charges you as this is not within our sphere of influence. The situation is the same for German customers purchasing goods at Amazon.com (USA), Amazon.com can’t and won’t refund any subsequent German import customs duties or tax. Side note: If you would have been served from a Logistics Department based in the USA you would have to pay US sales tax, which is much more than US import tax.

 Push messages are not displayed or only delayed

As soon as a visitor rings the DoorBird video door station a message gets send directly to the Apple / Google push server. In general the operating system of the mobile end device (iOS, Android) manages reception and display of a push notification. The App itself has no bearing on this whatsoever. The DoorBird App functions as every other App. Usually it takes max. 2-3 seconds until the push notification shows up on your mobile device. Please check the settings of your mobile device if you get no Push-Notifications at all (you can disable Push-Notificaitons in the system settings of your mobile device for any App).

Here are a few examples that show why push notifications might be delayed (sorted by frequency of occurrence): 

  • A network component within your network goes into sleeping mode and awakes only through activity of your mobile device again. This can be solved by inserting a SIM card or exchanging or refreshing the firmware of the WiFi component (for example router or repeater) in your network.
  • The mobile’s device network connection to the internet is instable (WiFior cellular phone network). Workaround: Improvement of the connectivity. Your internet speed (or latency) from your internet provider is not sufficient.
  • DoorBird’s connection to the internet is instable (WiFi or Ethernet). Workaround: Improvement of the connectivity. Your internet speed (or latency) from your internet provider is not sufficient.
  • The mobile end device’s battery is not sufficiently charged. Modern Android and iOS operation systems change into power saving mode and process push notifications less often.
  • In some cases the push service of the operation system of the end device freezes and a restart of the mobile device might help.


 Video door station cannot be added

The QR code for the stored users on the “Digital Passport” document is only working for as long as the associated user in the Administration area of the DoorBird has not been deleted/changed. When the video door station is connected to the Internet (see www.doorbird.com/de/checkonline), but the App gives an error notice when a device is added or you lost the connection to a DoorBird that was already connected to your App, in 99% of the cases, the stored user “...0001” on the “Digital Passport” document (the one for which the QR code stands) does not exist on the device or the password has been changed (see “DoorBird App -> Settings -> Administration“). 

a) If the user does not exist on the device, please create a new user (see “DoorBird App -> Settings -> Administration”), note down username and password and connect the DoorBird to the App manually. 

b) If the password has been changed, please note down the username and password of the user and connect the DoorBird to the App manually.

(Hint: You can use the "Send by e-mail" function to generate a new QR code)



 Video door station background noise

The DoorBird Video Door Station is fitted with a very sensitive microphone in order to maintain high audio quality under all environmental conditions. This high sensitivity may create audible background noise in the microphone signal from the video door bell.



 General info about the App

Please make sure that you are using the latest version of Door Bird App. It often happens that requests relate to outdated app versions. Please also make sure to restart your smartphone/tablet as some issues are related to the operating system. 

iOS: https://itunes.apple.com/us/app/doorbird/id898756315?mt=8 

Android: https://play.google.com/store/apps/details?id=com.doorbird.doorbird



 Bad audio quality (Android)

Since Apple uses very high quality microphones, loudspeakers and digital audio components that are perfectly in tune with one another, the voice quality with an iPhone or iPad is usually noticeably better than with an Android smartphone or Android tablet. Unfortunately, it is a well-known fact that voice communication in Android Apps sometimes only performs adequately to poorly due to the poor coordination between the Android operating system and the drivers, microphones and speakers carried by specific Android smartphones or tablets. Some Android smartphones and tablets have a well-balanced App voice quality; however others are poor. All Android Apps are faced with this problem. General information: Please make sure that you have activated the hands-free mode (Door Bird App -> Settings -> hands-free mode) if you do not hold the mobile device close to your ear.



 Motion Detector

For all devices that have installed a motion sensor, the sensor can be activated and configured in the DoorBird App administration (DoorBird App -> Settings -> Administration -> Login -> Motion Sensor). If the motion sensor is activated and you would like to receive push messages for events, these must be activated separately in the settings for the mobile device (DoorBird App -> Settings -> click on the added device, e.g. device0001 -> push messages -> motion).



 Devolo/HomePlug/Powerline

In our experience, Devolo/HomePlug/Powerline adaptors are unfortunately unsuitable for for door communication purposes because they do not transfer all the data correctly. We also know of similar experiences with competing products. Unfortunately, we have no influence on this technology.



 Cloud Recording

All DoorBird Video door stations feature a built-in (free of charge!) visitor history. All footage is stored within the Video Door Station. You can find information about our "Cloud Recording" feature here: www.doorbird.com/cloud-recording

 Video recording / Third party systems / Integration

We offer a comprehensive open API for any kind of third-party integration (e.g. NAS, NVR, VMS, Home Automation, Smart Home etc.). Please have a look here: www.doorbird.com/api

In addition we already offer instructions for many integrations. You can find them here: http://www.doorbird.com/connect



 Dimensions of a specific device

When you enter our shop, you will find a data sheet under each device. All data sheets contain relevant dimensions and information. If you have any further questions, please do not hesitate to contact us.



 Required Internet Speed

The DoorBird requires High Speed Internet (Landline): DSL, Cable or Fiber, with DHCP. Internet Upload Speed minimum 0,5 mbit/s or faster. The faster the Internet, the better the image and audio quality. Please do not connect the DoorBird to an 3G/4G/LTE router (Stability, Latency, TCP/UDP package loss).



 Weatherproof design

The DoorBird has been conceived for use outdoors in harsh environmental conditions. Therefore it has been certified in accordance with the IP65 outdoor industry standard and has been accredited to meet the requirements of Protection Class A1 for rain and snow (which is ,for example, the standard in Northern Europe, North America and Canada).



 Sequence of notification of mobile devices

The doorbell’s signal is very time-critical. It is therefore not practical to set up a sequence for smartphones/tablets that is executed successively if a visitor rings the doorbell. All users will be simultaneously notified on their smartphones and will be able to see the visitor live.. Alsoeach remaining user is notified if one user is already talking to the visitor. If a user were only to receive a signal 30 to 60 seconds later, i.e. if there were no response from a user previously notified, the visitor would already long have left again.

 Conventional door opener button

Our models support the use of a conventional door release button inside the house to open the front door, garage, etc. without a smartphone or tablet. Please make sure that the button isvoltage-free, e.g. https://secure.effeff.de/index.php?key=produktkatalog&ID=100318&c=effeff&treeID=157526&lang=en

Please make sure to follow the instructions and the connection diagram in the manual.



 Billing / shipping address

Due to our payment agreements with PayPal as well as Visa and MasterCard and with Deutsche Bank your billing address must always match with your delivery address. For this reason, we offer no alternative method of entering your billing and/or shipping address.

 Mounting height / lens

The DoorBird uses an ultra-wide angle hemispheric lens (180° horizontally, 90° vertically), ensuring that even with a person at a minimum distance of 50 cm from the DoorBird, a low mounting height would be sufficient. As a result the lens is also not mechanically adjustable. The camera lens should be located at an altitude of at least 125 cm. It is not possible to mount the device horizonal or to rotate the camera module.

 Manual

Please find the latest manual at www.doorbird.com/support

 Cloud Service

Our products are cloud-based solutions (see also NEST, Dropbox, etc.). For reasons of reliability and security no port forwarding is conducted through the internet (using NAT or DynDNS). Our products establish an encrypted VPN tunnel connection to our cloud server (located in a highly secured data centre in Germany). Our products rely on the same secure communications technology used by financial institutions for online banking (SSL). The remote access via our cloud-server is free of charge. It is not technically possible to use our products autonomously without internet access or without access to our cloud servers, as otherwise key functionality like, for example, push notifications (special server security certificates required by Apple and Google), remote access, periodic free software updates etc. would not be available. The entire solution is tested and approved by the responsible state office of Germany for Data Privacy and Data Security. If you want to work without a cloud server you may use an autarkic IP system from e.g. Siedle or Gira, which of course do not provide the same functionality. As a provider of intelligent and convenient Smart Home solutions we do not offer products without connection to our Cloud-Server. It is not possible to use of third-party Cloud Services e.g. from Google Drive, ownCloud, Dropbox, Microsoft Azure, Amazon S3 (for security reasons!).

 Windows/Mac App or web browser access

The DoorBird has been specifically developed to be used securely and wirelessly in conjunction with popular smartphones and tablets (iOS, Android). We offer an excellent HTML5 widget for other platforms, see www.doorbird.com/widget

 Fixed video internal unit

We recommend using an iPad Mini or iPad as a fixed video internal unit. There are also wonderfully designed wall holders available, for example, from iRoom. In addition, we will offer our own indoor station from late summer 2018. 

We would like to offer to keep you up to date regarding this topic with our newsletter: www.doorbird.com/newsletter



 Name plate DoorBird D10x / D20x / D21x

Due to the compact dimensions of the multifunctional DoorBird D10x Video Door Station (comprising: HDTV camera, light, microphone, speaker and 180° motion detector, we decided against making space for a separate name plate, as this would have meant enlarging the case by about a quarter. The models D20x/D21x have an illuminated nameplate.



 Number of end devices

The DoorBird can be connected to up to 8 end devices for each bell push button (iOS, Android). When someone rings at your door, a push notification is sent to all linked end devices, all users can view the video simultaneously, though only one user may speak to the visitor at a time (the other users will receive a notification that it is engaged).



 Anti-theft protection

Like any high-quality door intercom system, our devices are protected against theft with special security screws.

To our knowledge, there has only been one case worldwide in which a Doorbird went missing due to theft. In case of theft, we can completely secure your Doorbird device. You can file an official police or prosecutor’s report and submit it to us as evidence. We will then find a solution for you!



 Connecting additional cameras

The DoorBird additional camera has special features appropriate to the video door station, as well as a well-thought-out security concept, so that it can be used wirelessly and securely without needing to integrate port forwarding, DynDNS, etc. within the DoorBird App. Cameras from third party manufacturers are accordingly not supported by the App.

 Mounting on a thermal protection wall

There is a special rawlplug to use when mounting components on a thermal protection wall. Please take a look at http://www.conrad.de/ce/de/product/484198/ for example. Please clarify this with the manufacturer of your insulation to find out exactly which rawlplug is recommended to be used in this instance. You can find the required diameter of the screws listed in the DoorBird mounting guide.

 Compatible door chimes

If someone rings your video door station, you will immediately receive a push notification with sound/vibration on your smartphone or tablet. We offer feature-rich IP door chimes (e.g. DoorBird A1061W), which can be securely connected via your network (LAN / WIFI / WAN) to this device. Alternatively you can connect a conventional door chime using this relay contact. The video door station comes with a zero-potential relay contact for connecting a conventional electric door chime inside the building. The relay contact can be used to activate the separate operating voltage of the door chime or the door chime via its trigger input. If the operating voltage of the door chime is activated, it should not be greater than 24 V (AC/DC). The power consumption should not exceed 1 A. The video door station does not provide its own power supply for the door chime. This is provided through the separate power supply of your conventional door chime. Should you have any questions, please contact the manufacturer of your door chime. 

Here are some examples: 

  • http://www.conrad.com/ce/en/product/431538/
  • http://www.conrad.com/ce/en/product/449961/
  • http://www.conrad.com/ce/en/product/449975/
  • http://www.conrad.com/ce/en/product/431571/

You can use all door chimes that have these electrical properties (see the examples above) on your DoorBird. It is not possible to connect a 110 or 230 volt door chime with the DoorBird. You can find power supply information from the manual or technical data sheet that came with your door chime.



 Connection of an electronic door/garage/gate opener or strike

The video door station has a zero-potential relay contact for a standardised electric door, gate or garage opener (two wires). There is the possibility of switching on all electric door openers that work at a maximum power of 1 A in the voltage range of up to 24 V (AC/DC). The video door station does not provide its own power supply for the electric door opener. This is provided through the separate power supply of the electric door opener. You can learn more about the installation of the power supply from the instruction manual or technical specifications of your door opener. 

Should you have any questions about this, please contact the manufacturer of your door opener. 

Door strike example: http://secure.effeff.de/index.php?key=produktkatalog&lang=en&action=suche&pk_searchbox=17E---------D11



 Lens discolouration

The anodised lens sheathing may discolour due to environmental conditions (weather, etc.), which is a normal phenomenon exhibited by natural copper. This discoloration has no influence on the function or water resistance of the lens.



 Video resolution

DoorBird Video Door Stations feature a HD 720p image sensor for brilliant picture quality. When used for spoken communication, audio is prioritised and the resolution and frame rate of the video stream is adjusted dynamically. If you need full high-resolution video - e.g. for video surveillance purposes in combination with NAS, NVR or VMS - you can access this by means of the built-in RTSP Server. For more information, visit www.doorbird.com/de/api

 Static IP-Address

We have not built-in a way to manually configure static IP address details into our firmware. If you must set one of our network devices to work with static IP-address details, you should set this comfortably in your DHCP server / router for the certain MAC address of our network device. Configuring static IP-address details into a device without using DHCP leads to well known problems in practice, so this is never recommended in a modern network.

 SIP

All DoorBird IP Video Door Stations have a built-in SIP module for integration with various SIP phones and Home-Automation systems to meet advanced audio and video communication needs. DoorBird therefore provides the possibility to perform SIP integrations through a SIP interface that can be accessed via the App (DoorBird App -> Settings -> Administration -> Login -> SIP). As SIP is not standardized, any integration has to be configured individually. This is only possible with considerable effort and DoorBird does not provide any support on individual SIP integrations. DoorBird undertakes ongoing development efforts to integrate SIP. All compatible SIP devices and installation manuals can be found here: www.doorbird.com/sip



 Connectivity problem in a mobile phone network?

In some regions mobile phone network operators block the access to certain services or on standard ports (e.g. HTTP [80], HTTPS [433]), e.g. by using a passive proxy server or because of erroneous routing (normally a temporary problem). This case is very rare (e.g. T-Mobile USA in the area of L.A. in summer 2016) but it can’t be bypassed without knowing how the mobile phone network operator is blocking the data, why and which data is blocked. An easy work-around is to use a VPN service temporary, e.g. www.vyprvpn.com (free for trial). In case you get in touch with your mobile phone network operator, please forward this info: http://www.doorbird.com/downloads/ports.pdf

 WiFi problems

For the devices with integrated WLAN module, we have explicitly considered the point "WLAN range" in the product design. Our devices therefore deliver significantly better results than relevant competitor products (including smartlocks). 

This has also been confirmed in lab tests and practice tests. Unfortunately, there are always areas in which WiFi does not work to a satisfactory level for customers. Our product has no influence on this, as we already employ the use of the most reliable antenna radiations in the EU, Canada and the US. The DoorBird Video Door Station only uses the 2.4 GHz Wi-Fi frequency band. Using the 5 GHz band would allow higher speeds (DoorBird only requires 0.5 Mbit/s!), but this frequency band has the immense disadvantage of having only about half the range of 2.4 GHz Wi-Fi. Please also see the WiFi tips enclosed. We generally recommend the use of an Ethernet cable. For reasons of stability (availability, reliability) and any delay in push notifications, we generally recommend connecting our devices via network cable.



 Multiple video door station

The DoorBird app supports up 10 DoorBird Video Door Stations and additional BirdGuard cameras. You can switch backwards and forwards between the video door stations and additional cameras within the app by tapping using the tip of your finger.



 Reset to factory defaults

You can reset the DoorBird or addon product to factory default. You can find the function in the settings of your DoorBird App. Please make sure to bring your DoorBird online via ethernet cable. The iOS or Android smartphone/tablet has to be in the same network as your DoorBird in order to perform the reset.

You will receive a new "Digital Passport" document at the end of the reset procedure.



 Power supply

You can power up the DoorBird and our addon products separately using one of the three options: 

  1. the attached power supply in the retail package (works for voltages from 110 to 240 volts and does have worldwide adapters)
  2. the DoorBird DIN rail (additional article in our shop)
  3. via the integrated network interface using a Power over Ethernet Switch or Injector (PoE 802.3af Mode-A)

For warranty reasons, the DoorBird may only be operated with power adaptors that have been purchased directly from us because as these are individually tested and certified. The exception to this is the power supply via PoE, since Power over Ethernet has been uniformly standardized worldwide: http://www.doorbird.com/poe



 CISCO Systems

In case you are running our devices in a network with a switch from CISCO Systems, please make sure to activate "PortFast" in your switch management. In case the function is deactivated, our devices cannot connect to the internet anymore after the daily routine restart.



 iOS or Android updates / push notifications

After an update of the smartphone operating system, it may happen that push notifications for your events are no longer delivered. The DoorBird app itself has no influence on this. 

Please open the DoorBird App and go to settings (do not enter the adminstration), click on the added door station listed in devices (e.g. station0001) and then click on the red “DELETE” button. Please then restart your mobile device and add the device again using your credentials. 



 Can I transmit network data and power over two simple bell wires?

We generally recommend the use of a hard-wired connection between the door station and Internet router instead of WiFi, as this is maintenance-free, fail-safe and interference-free.

You can use our 2-wire Ethernet PoE converter (e.g. the model "A1071") if you only old bell wires on your front door. It transports both network data and power (PoE) via two simple bell wires.  Although the "A1071" is the world's smallest 2-wire Ethernet PoE converter, the receiver module does not fit into the housing of the current series. You can either add some space for the 2-wire Ethernet PoE Converter receiver module behind the housing. Alternatively, you can also mount a small housing suitable for outdoor use, in which the module is accommodated.

Alternatively, you can also use a standard Cat.5, Cat.6 or Cat.7 network cable for Ethernet network data and power supply (PoE).



 Letterboxes - multi-tenant

We currently offer the models of the D20x series as mailbox variants with a bell push. From summer 2018 additional letterbox models with multiple bell buttons will be available. We are also happy to inform you via newsletter: http://www.doorbird.com/newsletter



 Does the DoorBird D30x get its power supply from the door intercom system?

The DoorBird D30x (e.g. DoorBird D301A etc.) is supplied with power via a power supply unit or via Pover-over-Ethernet (PoE). Theoretically, the DoorBird D30x could also obtain its power from the door intercom system, but for important reasons it does not: 

  • It would be a technical intervention in the overall system of the door intercom and would have to be approved by the building owner.
  • The power supply of a door intercom system is dimensioned exactly to the number of installed indoor stations, each additional indoor station/component can cause that the power supply fails or the door intercom system is damaged as another unplanned subscriber consumes power.
  • It would simply be electricity theft unless the power consumption was approved by the building owner.