‎Live View not working at all.

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NHelmick

Live View not working at all.

I have the Ring Video Doorbell. When setting up the device, the Live View perpetually says "Live View is updating", or times out. I have performed a hard reset, ensured the connection strength is adequate (RSSI 39) yet cannot get it to give me a Live View. Despite not being able to adjust motion sensors or zones because of this, the doorbell will still notify me of motion on my phone, but captures no video. I have the "Live View" option enabled in the Device Settings, and while my internet speed isnt the greatest, it passes the requirements cited by Ring using their own speed test in the application. Download: 21.10 Upload: 8.56. I have also attempted to view the Live View from my Samsung Galaxy Note 9, as well as my Windows Laptop to no avail. Please help!! Edit: I have also opened the ports listed on the support page on my router. These are the ports I have opened: | Ports | Traffic type | Protocol | | 15063/15064 | SIP | TCP/UDP | | 9998/9999/6970 | RSS | TCP | | 16500-65000 | RTP | UDP | | 7076/7077 | App | UDP | | 9078/9079 | App | UDP |

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12-05-2020 06:49:06

Responses (5)

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Chelsea_Ring
Hi @NHelmick. First off, I want to thank you for your diligence to ensure you have covered your bases and done the proper troubleshooting! It's great information for others neighbors to have, especially with the ports as this can be often missed. After reading over your post, this seems to be best handled by our advanced support team at this point, as your checklist passes mine as well with having the requirements needed for the Doorbell. 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. 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. Let me know how this goes or what you were able to do to help this!
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19-05-2020 12:17:13
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KellyRG
Live has not worked via iPhone app nor iMac app since 5/4/20 after 3:40pm Mountain time. I have working history prior to 5/4/20 3:40pm MT, but nothing after. I see all of the alerts/motions in the history log, but they are not clickable, they will not launch a video. All of the ones prior to 5/4 launch fine. Something happened on or around this date to RING. I am not the only one experiencing this issue. And when you call customer service, they want you to do all sorts of 'waste of time' troubleshooting like resetting your router and pulling your doorbell off the wall and completely uninstalling and resetting it. WHAT!?!?!?! NO. This has worked almost perfectly for years, now all of a sudden tons of customers are having live/video issues and your solution is to run them in stupid troubleshooting circles? Be better. Or I will just find another more reliable brand. Anyone else seeing this crap? Everything is working except for live. My motion alerts work and log. My doorbell actually rings an audible sound when pressing the button. I see "live views" in the history, I just cannot access/click on them, nor can I launch live. So if everything else is working except for live, why on earth are these guys wanting me to tear it all down and reinstall. Ridiculous. Power Source: Hard Wired Power Status: Very Good Signal Strength: RSSI-52 Firmware: Up to date RapidRingApp: Does not work either Ring Team - when you are you going to admit you have a LIVE issue and fix it? Additionally, why is the RING Community team removing my REPLIES about this LIVE issue on other members postings about the same issue? You are saying it is “spam posting”. Do please contact me and educate me as to how me REPLYING to other members to let them know I am having the same issue is spam posting. I am not starting multiple threads (which WOULD be spam). I am REPLYING to other members having the same issue. Is the problem that you don’t want to admit there is an actual issue with LIVE and don’t want your members talking about it and connecting the dots? Why else would you remove my posts, Ring team? This is a FORUM, right? Am I actually not allowed to REPLY to other members created threads that I am having the same issue? Really? REALLY?!!?!?!?!?!?!?!?!?! Another nail in the RING coffin. Do we have your actual attention on this matter yet? Also, there is this crazy little thing called process of elimination for accurate troubleshooting. If my RSSI is good, my connection is strong and literally ALL OTHER FEATURES are working in my RING, except for LIVE VIEW, how could this possibly be an issue on the homeowner side? Baffling you guys would not realize this.
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20-05-2020 08:51:41
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cat0w
Same problem here for several days on both Samsung Galaxy S7 and Windows 10 PCs with all current updates. All I get on my PC is a black screen and on the phone it just continues to show that it is trying to connect. My doorbell works because it captures all events and I can watch them once they are online.
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20-05-2020 09:18:07
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Starksfive
Same issue here it sounds like. I can’t connect to Live View using my iPhone app while on WiFi, but can if I turn off WiFi and use cellular. All other features are operating as expected.
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21-05-2020 12:08:15
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ChairmanMal
Same issue!
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24-05-2020 04:11:53
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