Responses (3)

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  Pjuu

  Hi again, no ideas from the collective braintrust? It's super annoying and counter-intuitive. Cheers,

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  13-06-2023 08:17:39

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  meme

  So you have a Floodlight Cam and Stick Up Cam that will install in location 1 but not location 2? And at location 2, Spotlight Cam and Indoor Cam will install in the exact same spots that Floodlight Cam and Stick Up Cam will not install? Just trying to help you think through troubleshooting. My first thought wpuld be to think through the wifi connection as a limitation in location 2. Same brand/model router at both locations? If not, this could be something to examine further. Are all cameras being installed outside in both locations? Except for the Indoor Cam. So, it seems that the Indoor Cam would have advantage of being closer to router at both locations. Are all cameras trying to connect to 2.4 GHz for all devices at both locations? I can't answer whether the firmware or hardware for connectivity is designed to be better or worse for the various cameras. Other than the obvious such as single or dual-band wifi connectivity. Spotlight Cam Pro and Floodlight Cam Pro are the only two with dual-band connectivity. Which versions do you have? The Floodlight cam is hardwired, and thus I would expect it to have better performance if there is a difference. Are your Spotlight Cams and Stick Up Cams wired, plug-in, or battery? I don't have experience with Spotlight or Imdoor Cam. My recent Stick Up Cams, battery, have OK connectivity distance outside. Not impressive , but definitely much better than the first models....

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  13-06-2023 03:08:12

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  Pjuu

  Hi, Thank yo for your response. At site 2 I have tried: - Multiple cams of the same models - Three different routers (but with the same 4G cellular connection) - Installed next to the router (eg superstring Wi-Fi signal) Any ideas? Cheers,

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  19-06-2023 07:04:16

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  meme

  Well, the multiple cameras of the same models and three different routers would be the main trouble-shooting steps. I agree super annoying! And it sounds like you have a lot of Ring devices that Ring should help you get to work properly.... Have you tried calling Ring Support? Unfortunately, as far as I can tell, it's not possible to ask to speak to US based advanced technical support any more. And if it's not in their knowledge database, they just offer to write it up and submit it. Supposedly if they receive a lot of calls on an issue, someone technical might research it. There used to be a process whereby there were US based advanced teams that would be your liason to developers etc. to address unusual issues. I used to call Ring Support and ask to be escalated; I was really impressed with them in the past. But sadly, it doesn't work that way anymore.... @Chelsea_Ring @Tom_Ring Is there any way for @Pjuu to reach a Ring group to reseach and troubleshoot this unusual issue?

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  26-06-2023 05:16:44

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  Caitlyn_Ring

  Hi @Pjuu. I'm not sure what error message you're receiving when trying to connect your Ring devices. Issues like these are often related to advanced network settings, but there are some general setup troubleshooting steps you can try [here](https://support.ring.com/hc/en-us/articles/217240386-In-App-Setup-Failing-Repeatedly). Make sure you are using a 2.4GHz network, as not every Ring device os compatible with 5GHz. I also suggest performing a full reset on any device that is not completing the setup process. You can reset your Ring Camera by holding down the setup button for at least 20 seconds while it's powered on. One more thing you can check would be the [ports and protocols](https://support.ring.com/hc/en-us/articles/205385394-Protocols-and-Ports-Used-by-Ring-Devices) that Ring devices use. Ensure these are open at both locations. If this issue continues, the next step would be to reach out to our support team for more in-depth assistance. You can give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406#callus). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.

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  27-06-2023 09:46:21

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