Ring Video Doorbell
Doorbell Pro 2 way audio issue
First post here si Hi everyone first :) Pretty happy with my doorbell pro until today where the postman rang. Picked up on my phone as I was at work and I never managed to speak with him and he seemed angry. Back home, I gave it a try and figured it out the following : I rang and my wife answered on my phone from inside the house. Started speaking and 2 sec after started hearing myself loud and clear repeating like if there was an echo. My wife tried also speaking from the phone to the doorbell and I could barely hear her. Call community support but I doubt my call got properly understood as the lady was repaeating that I was reporting a poor audio quality. I don't have any audio quality just a 2 way audio that doesn't seem to work anymore and I have an expensive polly parrot doorbell that repeats all I say. Anyone been through the same issue ? Anyway to fix it ? Just to try I unplugged the power of the doorbell for 5 minutes and tried again but it doesn't help. Now I understand why the postman was mad ...
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28-03-2019 08:03:50
Responses (13)
- C
Don't worry, I have that addiction too :) Glad to hear the reset helped. Please don't hesitate to reach out with any other questions or concerns!
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29-03-2019 10:27:35
RCan you repost the solution? I am having the exact same issue. When I click on the link to go to the solution, it does not take me anywhere with a solution. Just back to the message boards... Thanks so much!
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13-08-2019 12:50:11
- S
Back again after a bit more than a month with the same problem. Polly parrot effect. Is there a way to contact customer support to ask for a replacement as this is really annoying and sounds like I have once again got something produced on a monday morning ... Had to again reset the entire thing so now it works but I am not going to do this every month. Strongly thinking of changing for the other brand as the overall experience is really not that great so far and especially as there is still no way to have the video feed automatically opened. Without giving any name, the other brand does it so why is it so difficult to get that basic functionnality added ??
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09-05-2019 06:01:16
R@Seb1410 , sorry to hear that this has occurred again for you. We appreciate the update and would agree that calling our support team is the best next step. They would be happy to take a further look into this to better understand what is occurring. Please keep us posted on how everything goes!
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10-05-2019 11:33:11
T> @Deeter19 wrote: > > Where are the steps??? > > there are no steps other than pull the outer shell off and push the black button on the side to reset the device. Didn't work for me just as it didn't for many others. They had to send me another device.
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23-08-2019 12:19:49
- B
I am having the same problem. Brand new Ring Doorbell 2, had my first 2-way conversation and they were struggling to communicate with me. Everything they say is echoed back through the Android app back out to the Ring device. I have 3 devices. 1. OnePlus 5T running Android 9. 2. Samsung Galaxy S10e running Android 9. 3. Samsung Galaxy Tab S2 running Android 7. The OnePlus 5T is the only affected device, which is interesting. I have stopped it occurring by disabling "OK Google" detection from any screen...frustrating but seems to be a phone issue rather than a Ring issue. I'll raise a case with OnePlus to try get it fixed. I got the work around idea from [this YouTube video](https://www.youtube.com/watch?v=40qIwQOZIWQ) for a OnePlus One.
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20-06-2019 09:47:27
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KI have to retract my statement... "If you watch the video from the Ring site or server it is crystal clear" I just checked it and it is the same. I still hear the digital noise on that video from my laptop. In the past that hasn't been the case. I know Ring just did an update to the app 2 days ago. Not sure that has anything to do with this or not. Really don't know where to go with this with the countless troubleshooting steps I have taken to repair this.
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08-07-2019 02:31:12
MHi, thank you also for your reply! What I do not understand at your post: You wrote "If you watch this call from the Ring site or server it is crystal clear. If you watch it from any Samsung phone I have (S10+ and Note 9) it is not usable." As far as I investigated the issue, it has nothing to do where you "watch" the video, the bad audio is generated at the recording. So it depends on how the device is configured (event timeline on or off) with which you answer the ring-call! It has nothing to do with how you "watch" the recording afterwards. What you wrote can be missleading to some extent: What do you mean with "ring site or server"? Do you mean to watch a recording? Because this is NOT the issue we are talking about... Or do you mean to watch the live-stream from the ring? There you do have no issue with "watching" as well, the problem is the audio recording on the mobile used, and has nothing to do with how you watch the recording afterwards... Maybe you have an additional problem with watching the recordings, depending on the device used... But the problem we are talking is the different audio recording quality when timeline feature is turned on or off an samsung devices! Best regards, Markus
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08-07-2019 02:32:46
M[to KP6Five](https://community.ring.com/t5/user/viewprofilepage/user-id/356) "I have to retract my statement..." Our posts crossed out above... ;) OK, because that is what I meant, it does not depend on where you watch the videos, the choppy sound on samsung devices has to to with samsung noise cancelling, and the way the ring app gains the audio/mic signal differently depending on timeline feature turned on or off!! This is already discussed in two other threads as well... BR Markus
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08-07-2019 02:39:25
K2 things I meant by this. First, when I did troubleshooting with the Ring support tech they told me on the backend looking at the video's from their end they are clean. She logged into my account and looked at the video from her phone and got the same digital noise. Thus she sent me a replacement Ring Pro Doorbell. The new unit did the same thing. Second, in the past when I would log on to my internet account and watch the videos they would be clean as well. When I logged into my internet account today (Not on the Android phone app) you could hear the digital noise as well. In the past, this was not the case. I get the difference between making a video with the phone versus the doorbell logging a video. You can watch missed ring alerts from my account online and you still hear the digital noise in the video. Point is... they are both yielding the same results. What do we do now to fix this?
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08-07-2019 03:04:21
- T
so where's the dang solution? I don't see it and the "goto solution" button just takes you to another post simply saying "thanks @Riley\_Ring for posting steps to resolve" but the steps to resolve are nowhere to be found. I have the same exact issue. worked fine on my Pro for 6+ weeks now no sounds goes out to the person ringing doorbell. Also, FWIW, why is there no restart button within the app to restart the device instead of having to ridiculously unscrew the cover, hold reset button, then completely set it up again losing all previous info for the initial setup? A simply restart button within the app that won't delete everything would be nice for this kind of money being spent on a 21st century doorbell button! Signed, Frustrated
•8
11-08-2019 02:55:45
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MSorry to hear you are experiencing this. I'll definitely share your thoughts and feedback with the team. Resetting seems to have been the solution for at least one neighbor here, and so it is referenced as an accepted soluton. If this does not resolve it, we recommend contacting support for more in depth troubleshooting.
•0
12-08-2019 11:32:56
Twow... are you really telling me that everytime this happens, I have to take apart the install to reset the device? Maybe I should have invested in something else instead of this nonsense. RIDICULOUS AT BEST!
•1
13-08-2019 12:54:57
SHi Twedlake and all others. It took a bit of time but fingers crossed I am not having that poly parrot effect anymore. First step indeed was to reset the doorbell as there was no other option but I agree this is a workaround not a solution. Just in case : _Remove the front plate and hold down the black button on the right side for 15 seconds. After releasing it, the light on the front will flash a few times indicating that the device is restarting then re start the setup process all over again. Count down slowly otherwise you might perform a simple reset and issue will remain._ I contacted the support and shared some video with them. Even used my smartphone to record and show as this was more relevant than the videos recorded on the Ring cloud. A while ago they told me that they have pushed an update to my doorbell and I must say that since then the issue is gone and the doorbell is now working as expected. I suggest that you contact ring support and be patient. Martin was the one who replied back. I am now hoping for some new improvements that should have been there since day one but this is on my whishlist and already raised. Otherwise I might switchover to the dark side and sell it. Just if this can help here is their reply : > Hello Sebastien, > > First and foremost, I would like to thank you for your patience and understanding while we worked towards improving this concern of yours. I have just recently pushed a new update to your Ringdevice. This update should improve the audio concerns that you have brought to our attention. > > If your problem has been resolved no further action is needed on your behalf. > > If not, please let us know by responding to this email and we will be more than happy to assist you further. Please note that we are still proactively working towards refining our echo cancellation and are always striving towards making our products the best that they can possibly be. > > If you do not receive a response within 48 hours, please feel free to email Ring support at help@ring.com. > > As always, you can reach us via phone at US +1(800) 656-1918 or INTL +1(310) 929-7085. > > Alternatively, Chat agents are available via our website, www.ring.com. > > Thank you for choosing Ring. > > > - Martin
•2
13-08-2019 07:24:26
CHi neighbors! Thank you for your patience. We have the team looking into this. This is only happening on Samsung devices? Thanks!
•0
20-08-2019 06:56:33
- T
> @Kem380 wrote: > I'm having the exact same issue? what did you do? unsrew the security screw on the bottom and pull the cover off the doorbell. hit the black button on right side for 30 secs to reset it then you'll need to set it back up again. if that doesn't work, replacement
•0
23-08-2019 07:15:20
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Seb1410
Quick feedback and thanks to @Riley\_Ring for posting the how to reset the video doorbell. Did a quick try this morning and the 2 way audio is fully working again. I can clearly hear the speaker on the other side, no more polly parrot effect. Stange issue but at least it is fixed. Hopefully I will manage to apologize to the postman as he will come for sure again today to deliver the amazon addict family :) Seb
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29-03-2019 08:05:14
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