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Degraded Quality, Clarity, Audio & Visual Performance Post Firmware Update
troubleshooting
wireless-security-cameras
app-request

A week or more ago. Ring App automatically updated on my Android Phone to version 3.7x ... I opened the Ring app and noticed it started pushing updates to my cameras also, they were reporting updating and rebooting. Since this occurrence, my cameras quality, clarity, resolution, and performance during live have been degraded, pixelated video, and choppy during live audio. This WAS NOT the case prior to the update. I tried rebooting, clearing cache on app, restarting phone, etc... nothing changed with WiFi, Internet, LAN, etc... 1Gbps Up/Down, WiFi is a 4 Channel x 800Mbps on the 2.4GHz, and LAN is 1Gbps CAT6 everywhere. WiFi & LAN are operating perfect everywhere inside and outside the home. I worked with Ring Support October 15, 2024 performing the standard troubleshooting... upgraded App 3.77.1, rebooted cameras, etc. None of this helped or changed anything with my cameras quality, clarity, resolution, and performance during live. I have a video from August 17, 2024 (pre Ring App/Camera Updates) and a video from October 16, 2024 (post Ring App/Camera Updates), same camera and they look like they were take on different cameras. If I am able, I will upload the videos for comparison... I need this fixed ASAP! These cameras are useless to me with blurry pixelated image and live stream video/audio that lags and skips. The poor quality is recorded, so I know it's not just live that was degraded. Whatever changed with the updates pushed must be undone if you expect to keep customers.Ring - Always Home App 3.77.1 installed after working with support, unsure exact previous version UPDATE ######## Factory Reset Camera October 17, 2024 I factory reset a single camera, resetup the camera in the Ring App, and magically the Quality, Clarity, and Audio & Video Performance were restored 100% to prior to the Ring App & Camera Firmware Update. However, Shortly after joining it back into the App, the Ring App pushed an update to the camera which left the camera in the previous unusable horrible quality state.  I was planning to purchase the Ring Alarm System... all plans have halted in light of this discovery.This is a problem with code from Ring and I would like to know when and how you are planning to fix this issue?How do I get the older version of the Ring App on my phone that does not have this unusable camera firmware update?I need acknowledgement, Dates, ETA, etc. I am NOT happy with the progression of this product and ready to abandon ship!!!

31

3

1

24-10-2024 07:53:38

Responses (2)

  • P

    I was able to post these videos on Rumble to provide links to show the Good and Bad Quality Videos from the same camera... the ONLY difference between August 2024 and October 2024 videos is the Ring App Version and Firmware Update forced from the Ring App. This the case for ALL (7) Cameras... prior to October Firmware they are Good Quality, and Post October Firmware they are worthless to me.GOOD QUALITYhttps://rumble.com/v5jzdej-front-porch-ring-wireless-security-camera-good-quality-august-2024.htmlBAD QUALITYhttps://rumble.com/v5jzcrl-front-porch-ring-wireless-security-camera-bad-quality-october-2024.html

    0

    24-10-2024 08:09:12

      J

      Hi @PaloAltoSaurus. In the community, we can only offer basic troubleshooting steps for certain concerns. Given that you have already attempted the basic troubleshooting steps I would have recommended, the next step would be to collaborate once more with our support team to further investigate this concern. You can also reach our support team on Facebook by sending a PM to @Ring.

      0

      25-10-2024 08:17:46

  • C

    Exactly in the same situation! Posted here yesterday the below: Since the last end of year Ring update that brought changes to the Dashboard and 24/7 recording, almost half of our camera’s quality have become degraded and fuzzy. Have even tried power-cycling the cams, re-setting the cams, and restarting our mesh routers with 1GB Fiber service. Never had this problem before. Seems to affect our indoor non-battery cameras the most. New Ring Indoor Cam 2nd Gen and New Ring Pan-Tilt Indoor Cams. Those cams affected also have a signal quality of 40 or less. So, should not be a problem.

    0

    09-01-2025 08:39:42

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