When you receive a notification without a thumbnail, please try the following steps:

1. Check if you have chosen the notification with a thumbnail. 

Step in App: App Side Bar > Settings > Notifications > App Notification. If so, please change to  “Full effect” mode or “Include Thumbnail”.

2. If it is possible, please share your doorbell through App Side Bar > Avatar > Share Devices with friends and family to try and see how their phones work.

3. If you never have a thumbnail, it is most likely that your router is set to block access to Amazon S3. Please turn off the firewall and try to see if you can receive the thumbnail. 

If you still have questions, please contact us for further assistance.