Ring Video Doorbell

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Wired Doorbell Plus / Video Doorbell Pro Not Recording Events in 1080p
hardwired-video-doorbell
troubleshooting

Recently, I have noticed that my doorbell is recording in very low quality. I don't even believe it's recording in 720p as it seems very SD. The edges of the recordings are not crisp and when zoomed in, it's just blurred. Definitely not HD quality. Also, when viewing an event in a full screen, the recording does not playback on the whole screen, it plays back smaller (similar to if you watch an old show on TV that was not recorded in HD - the screen is smaller). To me, this is screaming SD quality which is not how the doorbell has recorded in the past. I have checked WiFi signal speed right by the doorbell (125Mbps down/19.2Mbps up). Way more than enough. It's connected to 2.4 GHz, but from what I read this version of doorball can also connect to 5 GHz so I don't think this is the problem. I have also gotten the Ring Chime Pro extender to see if this was the issue and I am connecting with the same problem. Events are still recording in SD. Nothing seems to help. I don't believe it's my WiFi at this point as I have 300Mbps coming to the house and no other devices are having issues. Plus, if it were a WiFi signal issue, the Chime Pro would have resolved this. Has anyone else recently had these issues occur? This has happened within the last 2 weeks. Has there recently been a software update that could be causing this? Looking for some help here! Thanks!

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06-07-2024 10:47:23

Responses (2)

  • C

    Hi @heyyostephanie. Can you share an example of a video with the poor video quality? Is this only occurring in video playback on Ring.com or the Ring app, or does it also extend to videos that you have downloaded? 

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    08-07-2024 10:32:41

      H

      Hi @Caitlyn_Ring - The issue is all of the above. Playback on both the app and web are bad quality (again, appears to be SD). Downloaded videos produce the same result. I have attached screenshots of recorded events as well as a video I downloaded. (Enjoy the video. My neighborhood has some characters lol.)

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      10-07-2024 02:43:16

      H

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      10-07-2024 02:44:14

      H

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      10-07-2024 02:44:43

      H

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      10-07-2024 04:26:23

      J

      Hi @heyyostephanie. I am not able to see the videos you shared. Would you be able to provide a link to the videos instead to see if that works? 

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      11-07-2024 06:08:15

  • H

    @Caitlyn_Ring @Justin_Ring Please see this Recorded Example

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    18-07-2024 02:31:26

      J

      @heyyostephanie. I would recommend the following steps for your concern:   - Reboot your Doorbell using the Ring app.   - Reboot your router.   - Verify your Doorbell has good signal strength.   We also have this Help Center page with other steps you can try. If you have tried these steps and are still having the same concern, give our support team a call for further assistance.

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      19-07-2024 04:52:57

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