Responses (1)

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  Marley_Ring

  Thank you for sharing your experience with the Community @cfhuk! You've certainly covered all the right bases for video to operate as intended. Testing on different wifi frequencies, as well as different mobile device connections was a great step to cover! If the videos have never shown up on the old or new networks, this [help center article](https://support.ring.com/hc/en-us/articles/205385394-The-Protocols-and-Ports-Used-by-Ring-Devices) about ports and protocols might be of assistance in case the solution is in network settings. As you mentioned this being intermittent, I recommend checking RSSI next. The wifi tests coming back great is excellent for resources, however, signal strength indicators can help to show. Check out our [Community post about RSSI](https://community.ring.com/t5/General-Questions/How-it-Works-Your-Ring-Device-RSSI-Good-vs-Poor/m-p/751), how to find it, and tips to optimize. Some additional factors to check for on your mobile device, are bluetooth/ VPN (should be disabled) and any apps that might be open in the background, or interfering. Feel free to let us know how this goes! :)

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  14-04-2020 09:50:38

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  Johans

  Hi all, I've been having a frustrating couple of weeks with the Ring.This product was working since 3 years, but after the latest update, the recorderd video seems to be black.Nothing was changed on my network so I have perfect connection to the doorbell,and the phone and chime ring when the doorbell is pressed, so there is full connectivity.The problems start when trying to look at live view and recordings. Live View says the phone connection is weak (full WiFi, same network, tested on both 2.4GHz and 5GHz for both phone and Ring) whether I'm on WiFi or 4G. Also in the Ipad the video is no longer working, but showing a black screenMy RSSI = 60 (I guess it has been always like that) When logging into the Ring website, I have video recordings logged but they are all black. I'm getting motion notifications, so all is working fine except the video recording or playback.I've been through all the new mode settings to make sure I have all set correctly.All the health checks come back fine - strong WiFi, good power, speed tests ...There are recordings on the account, including the snapshot photos, which are all black or not viewable. Any help would be appreciated as I'm currently paying for a service that's not functional. Kind regards,Johan

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  15-04-2020 01:35:45

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  Chelsea_Ring

  Hey @Johans. We actually have a help article that addressing when neighbors run into black videos! Even though you may not have made any changes to your router's settings, cable companies will tend to push updates to your router, which will sometimes reset certain network security settings. I had this happen a few months back and my Ring devices would not work because of this update! I had to call my ISP and make some changes on my router and firewall settings to revert them back to what they were, and just like that - no more black videos and Live View worked smoothly! I recommend that you check out our Ring Help Center Article [here](https://support.ring.com/hc/en-us/articles/360023439472-Fixing-Black-Video-Errors-by-Adjusting-Your-Router), which walks you through the changes that need to be made. If you end up contacting your ISP, you can also reference this document [here](https://support.ring.com/hc/en-us/articles/205385394-The-Protocols-and-Ports-Used-by-Ring-Devices) with them, which will give you all the specific information to tell them about ports and protocols that need to be adjusted to allow the Ring devices to function fully. :)

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  16-04-2020 08:44:16

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  cfhuk

  Hi Marley, I had an intermittent connection for a while, working some days without an issue, after leaving the doorbell for a few hours. Often it only works at night though, as it seems the detection for day/night mode isn't working and the contrast on the video blows it all out, so instead of a black screen there are just bright white recordings with the odd little bit of detail of the cars on the driveway. You can see from the snapshot function that this resolves as the sun goes down, but it does mean the detection doesn't function at all. The main issue now is the days it spends not connected at all. The app says it's connected, Wifi is healthy, and RSSI is good at 60. I've tried to connect to the 5GHz network and to a guest 2.4GHz network to see if I can resolve it, but despite the unit being less than 3 yards from the router, it never connects due to "Wifi issues". (On a side note, if it tells me one more time that "Rome wasn't built in a day" I will go insane). Even after performing a "Factory Reset" - holding the orange button for 30 - 60 seconds, it still reconnects itself back to the normal 2.4GHz network, which it shouldn't if it's had a factory reset. That's a bit odd. Anyway, even with all the ports opened up on the router, with it connected and healthy, live view flat out refuses to work, there's no detection at all, and I haven't had any functionality out of it for weeks. Any ideas?

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  05-05-2020 04:16:54

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  cfhuk

  Sorry, a bit more info to add to that last post. Snapshot says "footage is unavailable" even though the doorbell is connected and healthy, also live view always times out with the message "live view ended". RSSI is down to 59. Thanks, Chris

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  05-05-2020 04:44:08

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  cfhuk

  Further information: I've deleted the doorbell from the app, thinking that might be causing issues. Didn't help. On the router software, I can see that after every setup "not complete" it is actually connected to the WiFi, on the correct chosen network, but it fails in the app. Now I've deleted it from the account as well it doesn't show, just the chime now shows. I've added so many TCP and UDP ports to the router to open it up it now resembles a sieve. There are no more ports I could open. I've even added the doorbell to the DMZ to help, enabled uPNP which I'm not happy about either and literally put the router out of the window so it's now 5 feet from the doorbell with direct line of sight. Still no dice. The doorbell regularly shows a blue light at the top of the circle, (capacitor not charging?) but it's on a new Ring adapter, the old adapter didn't provide nearly as much voltage and worked fine and the reports in the app were always that the voltage was fine. When it was connected to the app, the doorbell did ring, but no video has been recorded for the past week. Previous recordings were all white during the day as if the sun was washing it out (same place the doorbell has been fine since August last year), no motion detection, no images in between, just the chime worked and it notified on the app without fail. How can I return this for a refund? It's not even slightly acceptable for a £230 product.

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  06-05-2020 03:17:51