Andrew Bashford - customer number XX
I bought a Battery Doorbell Pro and a Stick Up Cam Battery and other accessories in middle of May. All seemed OK until about 2 weeks ago, when the Stick Up Cam stopped providing videos (just doing Motion signals). I have tried re-Setting Up the device (many times), but with no success - the blue light often not going into flashing mode during Setup (tried pressing reset button at bottom of camera but no change), -sometimes it does flash but still no videos sent to my mobile. NB The Doorbell and Chime Pro are working OK. The Wi-Fi is good. The battery has been re-charged several times. When clicking on Motion in History it reports "this event did not record correctly" - so there must be communication from the Camera but not videos. My mobile is now being told the camera is Offline. I subscribed to Ring Protect about 4 weeks ago. I can only assume the Camera is now faulty. How to I get it replaced. NB It hasn't been physically damaged since being delivered.
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08-07-2024 13:33:58
Responses (8)
- T
Hi @user_107ee1. What is the RSSI for your devices? Are they connected to a 2.4 GHz or 5 GHz network, or does your network automatically switch between the two? Is your Battery Doorbell Pro hardwired? Can you tell us more about the pattern that the blue light on your Stick-Up Cam is making? You can use this Help Center article here for reference. You may also benefit from changing your WiFi channels, as mentioned here. Let me know if this is helpful.
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09-07-2024 16:05:07
- U
Doorbell RSSI=36Camera RSSI=48Router 5GHz network - don't know it can switch to 2.4GHzDoorbell has Solar panel charging.Camera just uses batteryCamera blue light is on for a period after detecting motion and it reports Motion and Live View reports "This Event Did Not Record Correctly"It had been working for first few weeks, but then Battery Low reported so the battery was changed for a newly fully charged battery
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10-07-2024 13:17:39
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- U
I have looked at the 4 "most helpful members" but they don't seem to relate to my problem!
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11-07-2024 14:12:42
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THi @user_107ee1. Thank you for sharing that information. The RSSI on your devices is great, so I don't see that as an issue. The last thing I can suggest to diagnose this issue, would be to connect your device to a WiFi hotspot. If your device is able to record a video without issues while connected to a hotspot, there may need to be some router settings that need adjustment. Nonetheless, I think our support team can work with you in getting this figured out. Please send us a private message on Facebook or X @Ring or give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.
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11-07-2024 14:19:46
- U
Looking at the Ring Support suggestions:-Wi-Fi is OK with the Doorbell, which currently is further from the Wi-FI box than the Camera.Wi-Fi hasn't changed while starting with the Ring devices, and both worked fine for about a month.Just tried turning off the Wi-Fi and Modem boxes for 30 seconds. No change.Just tried removing the Battery and waited 15 seconds with no Battery inside the Camera then inserted a Full Charged one. Also pressed the Reset button close to the Battery. No change.Tried going through the Setup again - Blue light still failed to flash.After cancelling the Setup - the Blue light is flashing - what do I do?Surely if the Camera can send Motion detected signals to the Ring App on my Mobile, it must be able to send Videos!?
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12-07-2024 14:45:38
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- U
Blue light on Camera still flashing for about an hour after cancelling the Setup. What is it trying to say?Why won't it flash during the Setup?
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12-07-2024 16:09:02
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user_107ee1
I am waiting for a reply, not expecting to reply to Ring because Ring hasn't texted/responded to my concern above!!!!
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08-07-2024 17:35:38
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