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Customer Service
NuTone Knock Video Doorbell Troubleshooting

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Broan-NuTone Warranty

NuTone Knock Video Doorbell Troubleshooting

LED indicator status Color: Solid Blue

Answer

Status: Transformer voltage is too high
Note: Locate and replace the transformer with a 10-20 VAC transformer

LED indicator status Color: Flashing Blue (Slow)

Answer

Status: Cold start at low temperature
Note: Wait for the doorbell to begin powering up (LED will turn solid red)

LED indicator status Color: Flashing Blue (Fast)

Answer

Status: Transformer voltage is too low
Note: Wire the doorbell without the chime box by following step #7 in the installation instructions

LED indicator status Color: Solid Red

Answer

Status: The doorbell is powering up
Note: Wait a few minutes until the LED color changes

LED indicator status Color: Flashing Red (Slow)

Answer

Status: The doorbell is not connected to the Wi-Fi network
Note: Follow the steps to connect the doorbell to Wi-Fi in the NuTone Knock app

LED indicator status Color: Flashing Red (Fast)

Answer

Status: A doorbell is updating its firmware
Note: Firmware updates should only take a few minutes

LED indicator status Color: Flashing Green

Answer

Status: The doorbell is connecting to the cloud server
Note: Wait for the doorbell to connect and the green light to become solid

LED indicator status Color: Solid Green

Answer

Status: The doorbell is connected to the cloud server and ready to use. Skip step #7 and proceed to step #8 in the installation instructions

How do I select a cloud storage subscription plan?

Answer

To select a cloud storage subscription plan, please visit the Knock Subscription website.

I’ve installed my NuTone Knock and the chime doesn’t ring.

Answer

Ensure the diode is connecting the middle and “Front” terminals on the chime
Note: NuTone Knock only works with mechanical chimes or the NuTone Wi-Fi Chime (model LA227WH)

The hole where my doorbell will be mounted is not large enough for the excess wire and blue wire connectors.

Answer

Ensure the hole behind the NuTone Knock is large enough to accommodate the existing doorbell wires, the NuTone Knock’s wires, and the blue wire connectors. You may need to enlarge the existing hole slightly to make room.
Prior to installation, you may trim the NuTone Knock wires to reduce the amount of excess wire (be careful not to trim them too short).

My NuTone Knock will not connect to my Wi-Fi.

Answer

Standing where you plan to install the doorbell, use your mobile device to check signal strength (at least 2-3 bars).
Make sure your NuTone Knock’s LED ring is flashing red and green. If it is not flashing red and green, re-enter discovery mode by pressing and holding the doorbell call button for 10 seconds.
Follow the Wi-Fi connection steps in your NuTone Knock app. Note: You will need your Wi-Fi password. If your Wi-Fi is not password protected, leave the password field empty.
If the doorbell is still not connecting to the Wi-Fi, try moving the router (you may only need to move the router a few feet to ensure line of sight without too many obstacles between them).
A Wi-Fi extender may be necessary to ensure proper signal strength.

The LED ring on my NuTone Knock is flashing blue.

Answer

Your transformer voltage is too low to power both the NuTone Knock and your mechanical door chime. This is not uncommon in older homes or homes with older doorbell transformers.
Follow step #7 in your quick start guide to divert power from the door chime. Note: If this step is followed, you will need a NuTone Wi-Fi Chime (model LA227WH) to continue hearing the ring throughout your house when the doorbell call button is pressed.
In the event the LED ring is still flashing blue after following step #7 in the quick start guide, it is recommended to replace your transformer with a 10VAC or higher transformer (NuTone recommends using model C905). You may wish to consult an electrician to find and replace your existing transformer.

What is the motion sensing range?

Answer

The NuTone Knock Video Doorbell's motion detection distance depends on a lot of variables. All things being equal, an average sized adult will be detected roughly 23’ away. Lighting, the size of the person, the amount of movement, and the sensitivity setting can all affect the maximum distance.

My NuTone Knock’s LED is flashing green and I am having trouble connecting it to the WiFi.

Answer

Press, and hold, the doorbell’s call button for 10 seconds – the LED should begin flashing red and green
Go into the NuTone Knock app and click on the gray “+” at the bottom, right of the screen
Select “Add your new doorbell camera”
Go into WiFi settings in your mobile device’s settings menu and select the doorbell (“DCAM100###”)
Return to the NuTone Knock app and select “Next”
You will be required to re-enter your doorbell’s password (this is the password you assigned to the doorbell, not your WiFi password)
Return to your mobile devices WiFi settings and select your home’s WiFi network
Return to the NuTone Knock app and select your home’s WiFi network (your mobile device and doorbell must be connected to the same network in order to complete the WiFi setup)
You will be required to enter your WiFi network’s password
If a firmware update is required, start the firmware update (it may take several minutes)
When the doorbell’s LED ring is solid green, it is connected to the WiFi network and ready for use

I am receiving too many false motion detection alerts.

Answer

In the NuTone Knock app, tap the 3 lines in the upper right corner of the screen to access the menu.
Select System Settings and select the desired doorbell device.
In the Motion Detection section, select Video Motion Detection Region and block out (by turning tiles white) any high traffic areas such as a busy street or sidewalk.
Select your desired motion detection sensitivity. Note: You may need to select a lower sensitivity level to achieve the optimal setting.
Follow the previous step with the heat sensor to achieve the desired setting.
Continue to turn sensitivity levels down if you are still receiving false alerts.

Visitors cannot hear me during a live call.

Answer

Make sure the mic is turned on (in the lower right corner of the screen during the live call).
In the NuTone Knock app, tap the 3 lines in the upper right corner of the screen to access the menu.
Select System Settings and select the desired doorbell device.
Select doorbell speaker volume and slide the slider to the right until the optimal volume level is achieved.

I cannot hear visitors during a live call.

Answer

There are two ways to listen to a visitor during a live call: Through the earpiece on your mobile device (“handset” on the NuTone Knock app live view screen), or through the mobile device’s speaker (“speaker” on the NuTone Knock app live view screen). Ensure you have the desired function selected.
In the NuTone Knock app, tap the 3 lines in the upper right corner of the screen to access the menu.
Select System Settings and select the desired doorbell device.
Select mobile device speaker volume and slide the slider to the right until the optimal volume level is achieved.

I cannot find the log of visitors who have rung my doorbell in Event Logs.

Answer

Certain types of events will not be logged without a cloud storage subscription.
Without a cloud storage subscription, only snapshots of people who have pressed the call button will be stored on your mobile device.
With a cloud storage subscription, you have the ability to record up to 15 seconds of video before a motion detection event, and up to 30 seconds of video after the event. These videos will be stored in the cloud for future playback.
Cloud storage subscription programs starting at $2.00 $USD per month can be set up at knocksubscription.com. Free Cloud Storage trial for the first month.

Updating NuTone Knock firmware

Answer

In the NuTone Knock app, tap the 3 lines in the upper right corner of the screen to access the menu.
Select About Devices
Select Doorbell Cameras
Tap the name of your doorbell camera and tap “Update Firmware”
The update may take several minutes to complete.

Motion detection and call events are not showing up in my Recorded Events.

Answer

Video clips and snapshots of motion and call events are only stored in the cloud with a subscription to the cloud service. Several options are available and more information can be found at knocksubscription.com.
Without a cloud subscription your NuTone Knock device will still work. You will still receive motion and call alerts and will still be able to communicate with visitors. Whenever the doorbell button is pressed, a snapshot of the visitor will automatically be stored in your mobile device’s internal storage. You are able to manually record any event live. These recordings will also be stored in your mobile device’s internal storage.
With a cloud subscription your NuTone Knock will automatically record and send to the cloud a snapshot of any motion and call event. It will also record up to 30 seconds of video (5 seconds before the event and 25 seconds after). These clips will be stored in the cloud for future review based on the level of subscription you have purchased. Clips and snapshots can be downloaded from the cloud to your mobile device’s internal storage whenever you like.
There are no contracts, so you are free to change your plan or unsubscribe at any time.
An auto-renewal option will allow you to be billed monthly automatically until you no longer wish to subscribe to the service.

I cannot access my cloud subscription account to make changes.

Answer

Only the account administrator has access to make changes to the cloud subscription.
Account administration can be passed from the administrator to another user in the “Account Settings” portion of the app. Only the current administrator has these rights.

The doorbell power cycles off and on

Answer

Check that the doorbell wires are securely connected
Ensure the existing doorbell wiring isn’t damaged or corroded
Try reversing the wires
Try bypassing the mechanical door chime (step #7 in the installation instructions)

The doorbell does not power up

Answer

Confirm the power to the transformer is on by checking the fuse
Confirm the diode is installed correctly (steps #2 and #7 in the installation instructions)
Confirm the wire connections are secure and the doorbell camera wires are connected to the correct existing doorbell wires

What is the Privacy Policy?

Answer

You can view the Broan-NuTone Privacy Policy here.

Knock Subscription

Automatically saves video to the cloud whenever motion is detected or the button is pressed. To select a cloud storage subscription plan, please visit the Knock Subscription website.

Learn More