Responses (3)

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  charlies

  Which doorbell do you have ? I have a version 2 (2020) of the original db. I'm not sure this is going to help you - but here it is anyway. I currently have two ISPs each with their own routers. Two totally different companies. One is copper, the other fiber. Two totally independant networks. I have no problems getting 'Live View' when connected to either network. (It has been slower lately). The network the ring doorbell knows about (network 1) has a VPN installed on the router which is always enabled. I have no issues accessing the device (generally speaking of course). I will add - I cannot configure my ring doorbell on the other network (network 2). It has been a while since I tried but pretty much nothing worked UNTIL I added the MAC address of the ring doorbell into router 2's DMZ. For what it is worth... (sorry - I missed the word pro in your title)

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  11-12-2020 11:05:10

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  Tom_Ring

  Hi @CGTG81. What type of phone is this happening on and what version of the Ring app is it using? Have you tried to replicate this with another type of device, such as a tablet? Also, are you using a VPN when you are not on your home wifi network? These questions will help determine the next best steps. For now, I would recommend uninstalling the Ring App, rebooting your phone, then reinstalling the Ring app. I hope this helps!

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  14-12-2020 09:55:08

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  CGTG81

  Hi @Tom\_Ring My phone is a Pixel 3. It had the latest version of the Ring app on the Play Store (not sure of the number, but it did not show any updates available). I tried my LG tablet on my work WiFi, and I get the same problem as my phone (my tablet has no cellular service, so I can't verify it without WiFi). I do not have a VPN service. I reinstalled the app per your instructions (uninstall, reboot, install), but that did not help. Is there anything else to look into? Thanks. On a sidenote, my worker also has a Ring Doorbell Pro, and his live view works fine on the work WiFi, so I don't think it's this particular WiFi.

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  15-12-2020 05:26:40

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  CGTG81

  Hi @Tom_Ring, Is there anything else I can check to resolve this problem?? My phone still has this issue. I checked my tablet at home, it can see liveview at the home WiFi but not on any other WiFi source. It's been an unpleasant feature that when I need to check the camera that I have to disable WiFi on my phone every time.

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  30-12-2020 10:19:13

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  Marley_Ring

  Hi there, @CGTG81! Excellent call on checking this operation on another device using a different wireless network. With live view working on your home wifi network and tablet, this is a great sign that your Ring devices are connecting and communicating as intended. As you mentioned using android devices, please remove any [android apps that might conflict with the Ring app](https://support.ring.com/hc/en-us/articles/115005889983-Android-Apps-that-Conflict-with-the-Ring-App). The next best step will be to try this on the Rapid Ring app. The Rapid Ring app is designed for the quickest access to live view and is much less robust than the main Ring app. Some wifi networks, or different levels of user permissions on a network may limit streaming resources or capabilities, so trying different networks or even hotspots is a great way to test connections further. As you've tried a great many steps here to no avail, if this concern persists, our support team is happy to take a more in-depth look at this for you! Please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). 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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  31-12-2020 04:27:42

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