FAQ | Sentry
I got a “connection timeout” error message when trying to set up Sentry Video Doorbell, what do I do?
(1) On the QR code scan page on the Bosma home security app, use the camera lens to scan the QR code on your phone. Make sure that you have heard the camera say “WiFi is connecting” before tapping the “I heard ‘Wi-Fi is connecting’” button.
(2) Ensure that the WiFi hotspot you selected is 2.4Ghz. 5Ghz WiFi is not supported.
(3) Ensure that the WiFi hotspot uses WPA or WPA2 security
(4) Double check that the password is correct.
If the issue persists, please contact customer support.
If your Sentry doorbell is completely unresponsive, i.e. no lights, no sound, and cannot be reset, regardless of whether it’s powered by USB or doorbell wires, please read ahead. Otherwise, you can try resetting the doorbell.
This issue is most likely to happen during or after a firmware update. If the Sentry video doorbell lost power or the voltage was not stable during the update, then the update will fail, resulting in a “bricked” state.
To resolve the issue, simply manually update Sentry’s firmware. Please use a 5V 2A micro USB adapter to power the Sentry doorbell during the manual firmware update to provide the most stable power.
The most common cause of frequent disconnection and/or shutting down of the Sentry video doorbell is insufficient power. Sentry doorbell requires a 8-24V AC transformer without a chime, and it’s recommended to use a 16-24V AC transformer when a chime is present. The transformer should have at least 20VA (volt-amps) of power, and the higher the better (e.g. 30VA/40VA).
Common symptoms of insufficient power include:
- Device frequently restarts
- Cannot watch live view
- IR (black-and-white) night vision flickers
- Device shut down and won’t power up again
- Device shuts down when doorbell button is pressed
- Chime does not ring when doorbell button is pressed (assuming that the “Doorbell Chime” option is enabled)
If you encountered one of these symptoms, please check the voltage and power of your doorbell transformer. If you have a multimeter, you can measure the voltage on the Sentry Video Doorbell to make sure it’s at least 8V. Try upgrading your transformer if the voltage or power is lower than the requirement.
Just in case, you can also make sure that there is a stable WiFi coverage at the Sentry’s location.
Short answer: you may need to install a resistor (recommended 10Ω(Ohm) 0.5W) across the terminal screws on your mechanical doorbell. See below for example:
Long explanation: It is not uncommon to hear the chime buzz after installing a video doorbell. The reason is that before you installed Sentry, the doorbell button acted as a switch for the electric circuit, so when the button was pressed, the circuit was closed and the chime rang. Sentry video doorbell requires constant power, so the circuit is always closed. Depending on the power consumption of the chime, there might be enough residual current in the circuit to cause the chime to buzz. Installing a resistor across the terminal screws dissipates the current through the chime, thus reducing the buzzing sound.
If the camera does not scan the QR code on your phone during the setup process, please try the following:
- Make sure that you heard the camera say “waiting for connection” at least once. If not, reset the camera.
- Place your phone about 4 inches in front of the camera lens, holding it upright and stationary for at least 3 seconds. If you do not hear “WiFi connecting,” move your phone closer or further away from the security camera lens and hold it again.
- Turn your phone’s screen brightness to 100%.
- Make sure that the WiFi name and password are not too long. It is recommended to keep them under 16 characters. Longer text makes the QR code more complex, and due to the camera’s distortion, it may not recognize a complex QR code.
If the issue persists, please contact customer support.
"How" & "What"
The Sentry doorbell is wired. It requires existing 8-24V AC doorbell wiring.
Alternatively, it also supports 5V 2A DC power source via a micro USB port.
Read more about Sentry’s tech specs here
(1) Upper-quarter Flashing: Device reset/powering up
(2) Lower-quarter Flashing: Connected to WiFi and connecting to server
(3) Left-quarter Flashing: Voice message recording
(4) Right-quarter Flashing: Connecting to WiFi
(5) Full-circle Flashing: Updating firmware
(1) Download the “Bosma” app, create a new account or log in to a current account.
(2) Make sure that the Sentry video doorbell is powered and that you have heard it say “system startup” and “waiting for connection.” If you don’t hear these messages, reset the camera.
(3) On the Bosma app home screen, tap the “+” button at the top right corner, and select “Sentry”. Then follow the in-app instructions to complete the setup
If you have any issue during the setup process, please contact customer support.
Ensure that your Sentry is powered on. Remove the base plate if it’s on. You should find a reset button with a “RESET” text to its left between the two terminal screws at the top of the camera body. Long-press the reset button until you hear “system reset.” After about 30 seconds, the Sentry video doorbell should power up again and you should hear “system startup” and “waiting for connection.” You can now set up Sentry in the Bosma app again.
Ensure that you hear “system reset” after long-pressing the reset button, and that you hear “system startup” and “waiting for connection” afterward. If one of these messages was not heard, please contact customer support.
Note: If you intend to use Sentry’s local storage, it is recommended to insert the SD card prior to installing the Sentry video doorbell. Also, please format the SD card to FAT32 before inserting it into the Sentry doorbell.
Slide down to remove Sentry’s base plate, then push back to remove the PIR module from the top. You should see the SD card slot on the top of the camera body. Gently push the SD card all the way in with its metal strips facing toward the back of the doorbell until you hear it click into place. To remove the SD card, push the SD card in and it should be ejected from the slot. After inserting or removing the SD card, replace the PIR module.
You can also watch the installation video to locate the SD card slot.
Note: if you inserted an SD card while the device is powered, you would need to restart (power off then on again) the device for the SD card to be recognized.
(1) Download the latest Sentry Video Doorbell firmware here.
(2) Unzip the zip file and copy the 9 files to the root of a micro SD card (please also make sure that the SD card is formatted to FAT32).
(3) Disconnect the Sentry video doorbell from power and insert the micro SD card into the Sentry SD card slot (where is the SD card slot?). If Sentry is installed, you will need to unmount it from the base plate.
(4) Power up Sentry again (please use a 5V 2A micro USB adapter). Immediately (within 1-2 seconds) after the Sentry video doorbell is connected to power, long-press the RESET button at the back of the doorbell body (between the two terminal screws) for approximately 3 seconds. You should see the doorbell indicator light flashing fast in full circle.
(4) Wait for about 2 minutes. When you hear “system startup” and “waiting for connection,” the firmware update is successful.
(5) Remember to unmount the SD card and delete the firmware update files before using it on Sentry again.
Yes. If your doorbell wiring is connected to an existing chime, you can enable doorbell chime support in Sentry Home -> Settings -> Doorbell Chime.
Warning: Before enabling the “Doorbell Chime” option, make sure that a doorbell chime is properly installed. Enabling this option without an existing chime may damage the Sentry doorbell and/or your transformer and could pose a serious fire risk when Sentry’s doorbell button is pressed.
Yes. You can power the Sentry Video Doorbell with a 8-24V Low Voltage Transformer directly.
Warning: If you do not have a doorbell chime connected to the transformer, please do NOT enable the “Doorbell Chime” option.
There are two types of voice messages for the Sentry video doorbell.
- No Answer messages: Voice message played when you do not respond to a doorbell ring on the Bosma app in time (about 20s).
- Busy messages: Voice message played when you selected to “ignore” a doorbell ring on the Bosma app.
You can manage the voice message settings in Sentry Home -> Voice Responses. To add a new voice response, tap the “+” button at the top right corner. To enable a voice message, enable the “Go to Voice Messages when busy/no one answers” option (if this option is disabled, visitors will not hear a voice message and cannot leave a voice message).
There’s also an “Enable Voice Message” option on Sentry’s home page. If this option is enabled, when someone rings the doorbell, you will not receive a notification and the Sentry video doorbell will play the “Busy” voice message automatically. You can use this option when you do not wish to be disturbed.
If you purchased the Aegis door lock single unit, its package comes with a WiFi bridge/connector to connect it to the internet. However, if you purchased a Sentry Video Doorbell + Aegis Smart Door Lock bundle, Aegis can use Sentry as a bridge/connector for internet connection. Simply go to Aegis settings –> Manage Fingerprints to pair your Aegis smart deadbolt with your Sentry video doorbell.pair your Aegis with your Sentry.
Your Aegis smart deadbolt can use the Sentry video doorbell as a gateway to connect to the internet (if you purchased just the Aegis door lock, there should be a separate gateway device that serves the same purpose).
First, ensure that your Sentry doorbell has the fingerprint reader module. The module is included if you purchased the Aegis Smart Door Lock + Sentry Video Doorbell bundle.
Install and set up both your Aegis and Sentry. Then, go to Sentry home page –> Fingerprints, and add your Aegis smart deadbolt under “Paired Devices.” Don’t forget to enable “Unlock” under “Fingerprint Actions” so that fingerprint scans can unlock the smart deadbolt. You can then add new fingerprints under “Normal Fingerprints.”
First, ensure that you have an active Bosma Assist subscription, and that you have added this Sentry video doorbell device to the subscription.
(1) You can find paired device’s videos in Sentry home page -> Cloud Videos
(2) You can also find them in Home page -> Bosma Assist -> Cloud Videos
Yes. If your Sentry has a micro SD card, it’ll also save video recordings to the SD card, regardless of whether a cloud storage subscription is active.
Please first make sure that you have an active Bosma Assist subscription, and that you have added this Sentry device to the subscription.
After you successfully added familiar faces, please make sure Facial Recognition is enabled in Sentry Home -> Settings -> Event & Notification -> enable “Person”
In your Bosma app, go to Sentry Home -> Settings -> Event & Notification -> enable “Package”
What are the requirements and limitations for Sentry’s Package Detection and Active Theft Prevention?
- To use Package Detection and Active Theft Prevention, you must have an active Bosma Assist Pro subscription, and your Sentry doorbell must be added to the subscription.
- The Sentry camera must have a clear view of the package. If the package is partially or fully blocked from the camera’s view, Sentry doorbells’s camera may not be able to detect it.
How do I prevent Sentry’s Active Theft Prevention feature from triggering the siren when I pick up my own packages?
Theft Prevention alerts will not be triggered if the Sentry doorbell recognizes a familiar face. Please create a new face profile for yourself (and your family members, if necessary) in the Bosma app at Sentry Home -> Facial Recognition.