I'm having trouble setting up my Chime
During the in-app set up process, the app will ask you to turn the Chime on. It should be plugged in to a mains power source. Once the Chime has been plugged in, a yellow light appears and after a short while will flash at the top of the Chime.
If a light does not appear on your Chime device or does not begin flashing before continuing with the set-up process, you’ll need to get in touch with our techincal support team so we can help.
Getting connected
During the setup process, you will be prompted to insert the ethernet cable provided. This needs to be connected from your Wi-Fi router directly into the Chime.
Plug one end of an ethernet cable into the ethernet port into your Chime.
Plug the opposite end of the ethernet cable into one of the ethernet ports on your Wi-Fi router. These are often labelled LAN (Local Area Network), or ‘LAN1,’ ‘LAN2’.
Once the ethernet cable has been inserted, the flashing light on the Chime will turn solid blue. This means it is connected to the internet. If you are seeing a flashing blue light at this stage, try removing both ends of the ethernet cable and reinserting the cable. You should hear a click once it’s securely connected.
If a light does not appear on your Chime device, or does not turn solid blue, you’ll need to get in touch with our technical support team so we can help.
Pairing
During the in-app installation of the Chime, you will need to pair the Chime with the Sky Protect app. You’ll need to push and hold the Sync button found on the left-hand side of the of the Chime until the solid blue light starts to flash yellow and blue.
You’ll need to ensure at this stage your smartphone that has the Sky Protect app is open and is connected to Wi-Fi, not mobile data. It will need to be the same Wi-Fi connection as the router you are using for the install process.
If the light does not start to flash yellow and blue, try again but ensure you are pressing down the sync the button firmly enough to hear a click. If you do have a second try, ensure you are on the correct part of the installation process on the Sky Protect app. You can go back to the home screen and try again at any time by selecting the ‘x’ in the top right corner of the install screen.
Troubleshooting tip
Make sure whilst you are setting up the Chime you are following the in app set up process. The Sky Protect app needs to be open for the Chime install to be completed, so make sure you are following the steps exactly as you are prompted to in app.
I still need help installing my Chime
If you have followed the steps above, it is possible the Sky Protect app may be blocked from accessing your home Wi-Fi network. This can be easily resolved by updating some of the settings and completing a reboot to start again.
First, find which operating system you are using. If you are using an iPhone, it will be iOS. If you are using an Android device, follow the Android instructions.
IOS (iPhone Operating System)
On your iPhone, find the settings menu
Scroll down to the list of the apps downloaded onto your iPhone, and select the ‘Sky Protect’ app
Find the toggle named ‘Local Network’
Ensure this is toggled to on and it has turned green
Android
In the Sky Protect app, select the settings tab in the bottom right corner of the app
Scroll down and select ‘Log out’
Leave the Sky Protect app
In your smartphones main settings menu, select ‘Apps’
Find the ‘Sky Protect’ app
Select ‘Clear/Delete app data
Once complete, select ‘Cache data’
On your smartphone, delete the Sky Protect app
Redownload the Sky Protect app from the Google Playstore
Once download is complete, log back using your Sky ID
Restart the install process for the Chime
Important: A pop-up may appear during the Chime set-up process asking if the app is allowed access to your home or local network. It is important to allow this so the Sky Protect App can successfully connect to your Wi-Fi network.
Troubleshooting tip
If the first time you try to connect the Chime it doesn’t work, make sure to check the help steps above and try the set-up again from step one. You can go back to the home screen at any time by selecting the ‘x’ in the top right corner of the install screen.
If issues persist, get in touch with our technical support team for further help.