Ring Pro disconnects when microphone is accessed
Hello all, for the past month or so, when I would go to Live View and access the microphone, my video feed would freeze. Let me be clear on this....When (in Live View) I access the microphone and speaker, all is fine, but when I speak or even tap on my screen, (any noise) the video feed freezes and disconnects. If I close the app and reopen it, all works fine. I tried EVERYTHING. The doorbell has worked flawlessly for about three years now. Transformer meets requirements, wifi is strong. I’m lost on this one. Thanks in advance for any help.
2900 •
0 •
6 •
20-11-2020 05:03:59
Responses (11)
- G
Wifi signal very strong. Transformer sufficient. RSSI @ 42. All tests result in video feed disconnect when microphone is accessed.
•0
21-11-2020 03:42:04
RI'm experiencing the same problem and have been for so long now. Add it to the myriad of other failures that Ring has nearly EVERY time I need it. Additionally, whenever I've sought support from them, this is the kind of useless help they provide. Reset the device, interference, blah, blah, blah... The app updates broke this functionality several updates ago, and every update seems to break something. I'm frustrated to the point of moving to a new provider, despite being a paying customer of Ring's for years now.
•0
07-07-2021 05:04:16
- B
Not so odd of a behaviour. Mine does this too. Has done it for about two or more years. Have not done much about it as it did not bother me much. Use the device more for history than live talk. But, recently, I have increased my connection to the internet to 50mbps down and 5mbps up. I always attributed the problem to a slow connection. Now it appears it is not the connection. Also, power is a strong 19.7VAC at the transformer. No detection of any voltage drop at the transformer when running the Ring VDP through Live, listen, lock-up, etc. RSSI is always -41. Sure appears to be some kind of device firmware or mobile device app problem. Like the others, I can leave mic and speaker on for minutes, listen to outside noises, no problem. But, as soon as I make any audio noise for my mobile mic to pickup, boom, the live feed freezes. To sum up….power good, WiFi good, internet connection good….what’s left???
•0
14-01-2022 03:50:03
•
CHi @Bazoo. Is this happening on an Android or iOS device, or both? If you haven't already done so, please try disabling the Ring App's permission to use your microphone and then re-enabling it in your phone's app settings. I'd also recommend ensuring your Ring App is fully updated and that if you have any VPNs on your mobile device, they're disabled.
•0
14-01-2022 11:33:25
UThis happens to my ring device as well, and it completely crashes the ring camera. The ring camera then goes off-line for several hours before it will reconnect. I have a 10 Gb x 10 Gb AT&T fiber connection, and my Wi-Fi is very strong to it. RSSI 58 My 2.4GHz Wi-Fi is in G/N mode. I’ve used a speed test app, and connect my iPhone to this Wi-Fi network, and I can get 64 Mb in both directions. So this is not a Wi-Fi or network issue. This is clearly a flaw in the ring doorbell itself. I have also deleted and reinstalled the app on iOS, and it doesn’t help. This also happens on all of my other devices. This is clearly a flaw with the camera itself. The camera should not crash and just disappear and go off-line for several hours.
•0
26-10-2022 12:55:03
- B
Hi! I am using an iOS device (iPhone 8 and/or iPad 6th gen) and/or desktop iMac (10.13.6) with Safari 13.1.2. Have not tried an Android device. Apps are updated and all devices are not using VPN. The microphone permission re-enabling made no difference. Thanks.
•1
18-01-2022 01:25:22
•
- B
Hello! Should also mention, without turning mic or speaker on, using "Quick Replies", same effect. Video locks and app asks to Reconnect. Reconnect actually comes up a couple of times before the live video view is back again. Thanks a million!
•1
18-01-2022 03:13:49
•
C@Bazoo. If possible, can you please share a screen recording showing the Live View working and then disconnecting or freezing up after you activate the microphone? This way I can share an example with my team and see what information or suggestions they may have for this concern. After capturing the screen recording, you can upload this video elsewhere, such as YouTube, and then share the link to the video in your reply.
•0
18-01-2022 09:31:10
- B
https://youtu.be/NdobOx7oE4c Here is a link for you to experience the video and audio locking when audio is sent to the visitor. Thanks.
•1
19-01-2022 05:07:50
•
C@Bazoo Thank you so much for sharing that example video. I shared it with my team to get some suggestions on what could be causing this. Based on their feedback and experience, it could be the network audio ports failing to send audio packets, or having SIP (specific inspection of packets enabled) on your network. Thus the network gets confused enough from these packets to where the entire Live View gets interrupted. That's more on the advanced side of network settings, so a simpler place to start would also be to check the [ports and protocols that Ring devices use](https://support.ring.com/hc/en-us/articles/205385394-The-Protocols-and-Ports-Used-by-Ring-Devices) to ensure they're open on your network. There is also something you can check to narrow down whether this is a network concern, Ring device concern, mobile device concern, or Ring App concern. Although the video freezes live, if you keep the Live View open and then check the recording in the Event History after, does the recording show the video freezing or does it play normally? Thanks for your patience as we dig into this to try and find a solution. :)
•0
19-01-2022 09:30:00
Didn't find an answer ?
Log in or create your Ring account to post a question and join in the on the conversation.
Community Resources
©2024 Ring LLC or its affiliates
Marley_Ring
Hey there, @Gldtp78! Thank you for your description of this concern. It certainly is odd to hear this happening. The best first thing to check here is wifi connection, as it sounds like while the video connection freezes, the Ring app is still operational. This could be a sign that wifi signal is able to connect video but introducing additional audio/ video packets thereafter results in communication failure. Check out our [Community post about RSSI](https://community.ring.com/t5/Ring-Device-Tips-and-How-To-s/How-it-Works-Your-Ring-Device-RSSI-Good-vs-Poor/ba-p/751) for tips on optimizing this signal strength. I recommend also checking your network bandwidth and that your Video Doorbell Pro is connected to the 2.4 Ghz wifi network. Removing and reinstalling the Ring app is a quick way to ensure it is up to date and optimally integrated with your mobile device. On your mobile device, try testing video on wifi only, and then on data only, to see if either connection is more efficient. Please also ensure bluetooth and VPN is disabled. I hope this helps! :)
0
20-11-2020 06:59:10
•