Responses (4)

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  Aloke

   This what it looks like on the PC

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  21-03-2021 02:07:37

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  Caitlyn_Ring

  Hi @Aloke. Thanks for sharing that screenshot as well as clearly detailing what concern you're experiencing. When you say you're trying to view videos on your PC, are you on www.ring.com or are you using one of the desktop apps - either the MAC or Windows version? Are you able to view these same videos from the Ring App on your iPhone or Android smartphone or tablet?

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  22-03-2021 06:33:40

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  Aloke

  It is from www.ring.com. The screenshot is from Chrome on a Windows 10 machine. My 2 other Ring devices (another Spotlight cam battery, and a Video doorbell pro) are working fine, so it is not an issue with my router settings. All 3 devices are connected to the SSID WiFi 2.4 G network. There is something about this Spotlight cam in that it produces defective videos and takes a long time (often times out) to get a Live view. By the way, some videos (maybe 10%) from this defective cam does play. I have no idea why. For future posts, I'll refer to my Ring devices by their name: 1. Video Doorbell Pro - Door 2. Spotlight Cam battery that works fine - Backyard 3. Spotlight Cam battery that is giving problems - Garage

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  23-03-2021 12:19:16

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  Caitlyn_Ring

  @Aloke Thanks for clarifying that you're on the Ring website. Can you view these videos using the Ring App on a smartphone or tablet? If the videos also do not play on a smartphone or tablet, that helps narrow down if the problem is on the website or with the Spotlight Cam itself. If it's in the garage, it's possible that it is experiencing some interference in the wifi signal which can cause the videos not to record properly or for the Live View to not activate quickly. I'd suggest checking the RSSI on the Spotlight Cam and making sure it's within an acceptable range. You can read more about the RSSI in our Community Post [here](https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229#M4). You can also find troubleshooting tips and suggestions for Live View concerns [here](https://community.ring.com/t/live-view-not-activating-and-connecting-troubleshooting-tips/249). If you can't find a solution after checking those, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406) so they can take a closer look for you. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support. :)

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  23-03-2021 04:27:54

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  Aloke

  RSSI on the Garage (misbehaving) is -47. RSSI on the Backyard (works) is -57. The videos don't play from my 2 iPhones and iPad pro (all updated). They don't play on Ring.com on a Windows 10 PC either (screenshot in earlier post). Before I call support, I'll do a factory reset on the Garage and also measure the WiFi speed at the cam location in the Ring app. I doubt that this is a bandwidth issue (the cam is 20 ft away from the router, with a wooden frame house wall. I can move the router to my window sill where it will have a line of sight (just a pane of glass) between it and the cam (same 20 ft distance). For testing.

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  23-03-2021 08:54:38

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  Aloke

  What's puzzling is when things stop working for no apparent reason after working fine for months. It could be my neighbor getting a new Wi-Fi on the same channel(s), or Ring firmware update (which Ring keeps secret on when it updates devices or to which version). I doubt that its an iOS or app version issue, as the videos don't play in a ring.com on a PC browser. Here's my plan: 1. Bring the camera indoors and in the same room as the router. If it starts working, its a Wi-Fi issue. That is the only thing that changed (and the signal is the best it can be). If it still doesn't work, its something other than Wi-Fi 2. Do a factory reset and set it up again as a new device. Keep it in the same room as the router. If it still doesn't work, the device is defective. Clearly, its not Wi-Fi. If it starts working, then move it out to the driveway after checking the bandwidth (using the Ring app) at that location.

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  24-03-2021 01:22:50

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  Aloke

  I'm using Orbi, which uses the same SSID for all devices. The devices connect to 2.4 or 5 GHz according to the capabilities of the said device. For example, I can see from the Orbi's management interface that my Video Doorbell Pro is connecting at 5GHz but the 2 Spotlight Cam Battery are connecting at 2.4 GHz. As far as I can tell, all my devices capable of 5 GHz are already on that band. So, I cannot off-load my 2.4 GHz by much. Because this problem started recently, I'm suspecting either interference from neighbor's WiFi or some problem w the device. Normally, people recommend Auto to allow the router(s) to detect the amount of interference and the fact that Ch 1, 6, 10 don't overlap. But your approach is a good one provided I can use a WiFi analyzer tool to check myself on the best Ch to set my router to. Would you please tell me which Win 10 software is the best one for this? Are you using this: https://www.microsoft.com/en-us/p/wifi-analyzer-and-scanner/9nblggh5qk8q?activetab=pivot:overviewtab It hasn't been updated for a while (2016)...

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  25-03-2021 02:24:00

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  Aloke

  Here is an interim progress report: Brought the "Garage" cam inside my office, where it is sitting 2 feet from the same router it was connected to all this while. No other changes. The RSSI value now is -26 The symptoms continue. The Garage cam continues to take the Snapshots on schedule, but does not give me Live view (gets stuck at "Activating Device". The videos captured by the Garage cam continues to not play on any of my iOS Ring app or ring.com on Chrome on Windows 10 PC. My other Spotlight Battery cam (Backyard) and Doorbell Pro continue to work correctly. In a way, I'm relieved. I did not want to go down the "fix the Wi-Fi connection" rabbit hole unnecessarily. I'll give this a couple more days to verify that the problem continues with this particular device despite stellar Wi-Fi connectivity. Then do the Factory reset on the weekend. Aloke

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  25-03-2021 04:22:50

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  Aloke

  Update: Reboot, strong Wi-Fi location did not fix the issue. I removed the device from my account, factory reset the device, added it to my account and the problem has been fixed. I now have over 100 videos recorded by "Garage" cam, mounted at the same location as it always been. I'd like to mark this thread as "Solved" to help others with similar problems. Aloke PS: My hypothesis is that a botched firmware update made this cam generate corrupted videos that could not be processed by the Ring servers. Its unfortunate that Ring does not disclose firmware versions or update histories of its devices.

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  30-03-2021 01:31:02

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  Caitlyn_Ring

  @Aloke Thanks for sharing this update, I'm glad that the reset and fresh setup helped resolved your concern! I went ahead and marked your response as a solution so other neighbors with a similar concern can reference this thread for help. :)

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  30-03-2021 07:32:22