Live view not working on stick up cams 3rd gen though works for doorbell
I'm having a continuing issue with my two Ring stick up cam battery/solar cameras. I cannot get live view to consistently work. I had this problem before and called tech support who made me walk through 20 minutes of things I'd already tried before elevating my call to someone else who did something remotely that fixed the issue for two days, but the same problem returned. I've got a ring alarm, a ring doorbell, and the two stick up cams. The stick up cams seem to work when triggered by motion and I can see a real-time video feed if I answer the notification. The doorbell works fine and will instantly show live feed when I access it in the app. If I try live view for either stick cam I just see the spinning blue circle and either nothing happens or sometimes a video clip appears as processing several minutes later. My Wifi connection is strong (300+ down 35+ up) and tested as well connected with device RSSIs at -33 and -52 (for what it's worth the doorbell is further from Wifi with worse RSSI but works fine). I've tried to access this from 5 separate devices with the same results. Things I've tried that didn't work: Bringing cameras close to base station reseting Wifi removing and adding devices from system attempting to use rapid ring app instead turn off Wifi and attempt to use on LTE (iPhone 11) turning off Bluetooth on devices unplugging other Wifi devices in house I called tech support a couple of days ago and they reset something that made it work perfectly for two days but I'm now back to the same problem. Really getting frustrated.
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22-01-2020 05:22:51
Responses (38)
- A
Hi there, Your problem is Spot on. And the reaction of the Ring emloye is so dissapointing :-( there is fundamentally something wrong with live view and the stickup cam. Especially is you do not turn on record motion and the movement signals. If you turn on both it might work fine. I went through lots of minutes checking everything from router to network to camera settings while my ring doorbell, all my nest protects, 3 ipads, laptops and phones work as a charm. In the end they said that the camera itself was defective and even send me e new one. When installed... Live view didn't work. Dear ring people: there is something wrong with live view, not with your userbase...
•16
23-02-2020 10:49:16
THi have exactly the same problem. First had it on stick up battery and now it’s also on stick up cam plugin. Live view just doesn’t work properly. My ring doorbell and spotlight cams are all fine. This is definitely a ring problem, not wifi. Please fix ring!!
•13
26-02-2020 01:12:49
MHey neighbors! If you are able to receive motion events as intended but live view will not trigger from within the app, please check that your mobile device is up to date as well as the Ring app. We always value our neighbors' feedback and will definitely be sharing these details with our team for further investigation. Feel free to share any further observations you have, as well as reach out to our [support team](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch) for more in-depth troubleshooting.
•0
26-02-2020 04:26:43
APhone is up to date. Cams are brand new. Ring app is up to date. Internet connectivity is fine. Live view still doesn't work. Even motion sensing is intermittent. Ring doorbell which is further away from the router works fine.
•16
27-02-2020 11:03:29
MYep, my phone is updated too. Whatever is wrong has to be a problem with the camera. I've tried everything and tech support just tells me to try things I've already done a dozen times. As I said, I've been elevated to some advanced tech support in the past which can fix the problem instantly for a couple of days. Makes me think Ring must know something is wrong. In the meantime I wouldn't recommend this system to anyone as it's been very frustrating.
•14
28-02-2020 04:28:43
- F
Agreed to all of the above, this is a serious flaw. We are having the same problem as above. Not happy.
•3
05-03-2020 07:41:17
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- G
Same exact problem here. 2 stickup cams, brand new, quit working. Ring doorbell works just fine. Its not my freaking WIFI, its not my internet, its the cameras. BOTH Stick up cams stopped working at the exact same time. Everything else I have works like it should. Get off the script ring!!!! If its a firmware bug then tell us and make it so we can roll back. Enough already!
•4
05-03-2020 08:49:40
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- G
I am having the same problem. I have two new Stick Up Cam Battery devices operating on a high-speed wifi network and "Live" never works in a timely way. When I try to view "Live" all I get is a spinning image and a message saying "Activating Device." The best that I ever get is a connection within 5-10 seconds but far more often than not, I get no message or a message saying "LIVE VIDEO ENDED, RECONNECT" when it hasn't connected or it just keeps spinning. To Ring Management: what would happen if a criminal broke into my house one night and I couldn't even get these cameras to work? If I am doing something wrong then please advise and don't ignore these comments.
•4
18-03-2020 09:00:51
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- T
anyone figure out a solution for this, my parents getting the same error all of the sudden and they are in another country so trying to fix it for them is hard. I have had them reset it and make sure its updated, check the wifi speed and signal, still no avail. My Motion Detector is working, i can see images from a few secs ago but no Live view when i click it, its stuck on "Activating Device" and then Live view ended. Even my historal view is black
•2
19-03-2020 10:05:26
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Marley_Ring
Thank you for sharing your experience with us @Meeples! Also, excellent work covering all those steps. With this concern being intermittent or inconsistent in when it occurs, checking connection is the best approach. Intermittent connection to live view is often an indicator of a fluctuation in resources. Some variables that fluctuate by nature are wifi, mobile device connection, and power (battery). Having an optimal battery level will, of course, ensure that your device is connecting the quickest it is able to. Testing on wifi only, and cellular data only, was a great step to take and is recommended to try periodically in order to observe differences in results depending on where you are or how you are connecting. As the network speed package and signal strength sounds sufficient, and your Video Doorbell is connecting just fine, this is the last variable to check. If you find yourself needing to check your network further, your best next step would be checking router settings and your ability to stream on multiple devices. I hope this helps! :)
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22-01-2020 07:22:00
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