Ring Video Doorbell
Doorbell Pro 2 way audio issue
First post here si Hi everyone first :) Pretty happy with my doorbell pro until today where the postman rang. Picked up on my phone as I was at work and I never managed to speak with him and he seemed angry. Back home, I gave it a try and figured it out the following : I rang and my wife answered on my phone from inside the house. Started speaking and 2 sec after started hearing myself loud and clear repeating like if there was an echo. My wife tried also speaking from the phone to the doorbell and I could barely hear her. Call community support but I doubt my call got properly understood as the lady was repaeating that I was reporting a poor audio quality. I don't have any audio quality just a 2 way audio that doesn't seem to work anymore and I have an expensive polly parrot doorbell that repeats all I say. Anyone been through the same issue ? Anyway to fix it ? Just to try I unplugged the power of the doorbell for 5 minutes and tried again but it doesn't help. Now I understand why the postman was mad ...
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28-03-2019 08:03:50
Responses (13)
- C
Don't worry, I have that addiction too :) Glad to hear the reset helped. Please don't hesitate to reach out with any other questions or concerns!
•1
29-03-2019 10:27:35
RCan you repost the solution? I am having the exact same issue. When I click on the link to go to the solution, it does not take me anywhere with a solution. Just back to the message boards... Thanks so much!
•1
13-08-2019 12:50:11
- S
Back again after a bit more than a month with the same problem. Polly parrot effect. Is there a way to contact customer support to ask for a replacement as this is really annoying and sounds like I have once again got something produced on a monday morning ... Had to again reset the entire thing so now it works but I am not going to do this every month. Strongly thinking of changing for the other brand as the overall experience is really not that great so far and especially as there is still no way to have the video feed automatically opened. Without giving any name, the other brand does it so why is it so difficult to get that basic functionnality added ??
•1
09-05-2019 06:01:16
R@Seb1410 , sorry to hear that this has occurred again for you. We appreciate the update and would agree that calling our support team is the best next step. They would be happy to take a further look into this to better understand what is occurring. Please keep us posted on how everything goes!
•0
10-05-2019 11:33:11
T> @Deeter19 wrote: > > Where are the steps??? > > there are no steps other than pull the outer shell off and push the black button on the side to reset the device. Didn't work for me just as it didn't for many others. They had to send me another device.
•0
23-08-2019 12:19:49
- B
I am having the same problem. Brand new Ring Doorbell 2, had my first 2-way conversation and they were struggling to communicate with me. Everything they say is echoed back through the Android app back out to the Ring device. I have 3 devices. 1. OnePlus 5T running Android 9. 2. Samsung Galaxy S10e running Android 9. 3. Samsung Galaxy Tab S2 running Android 7. The OnePlus 5T is the only affected device, which is interesting. I have stopped it occurring by disabling "OK Google" detection from any screen...frustrating but seems to be a phone issue rather than a Ring issue. I'll raise a case with OnePlus to try get it fixed. I got the work around idea from [this YouTube video](https://www.youtube.com/watch?v=40qIwQOZIWQ) for a OnePlus One.
•1
20-06-2019 09:47:27
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RThank you for the detailed look at this concern @BitzerMaloney! I greatly appreciate this information and I am sure other neighbors using a OnePlus 5T phone will as well. Thanks for being a great neighbor!
•0
20-06-2019 10:56:57
KI have had the issue since day one and I have tried so many fixes with no luck. Transformer... Replacement unit... Reset it many times... uninstalled the app... Frustrating to purchase all of the equipment I have from Ring and can't get this doorbell to work properly. Spotlight cams work great. The Floodlight cam worked great. Doorbell cam I purchased 4 years ago worked ok. I do believe you are onto something with the phone or the App being the issue. The playbacks on the website are flawless. Playbacks on my S10+ or Note 9 have so much digital noise you can't hear the recording. Answering a live call is choppy/freezing video and digital noise/chirping whatever you want to call it. I just want to know who is supposed to address this? Ring? Android? Samsung? Someone needs to fix this. I have seen several posts in different forums for over a year with the same issue and there is still no fix. How come this hasn't been fixed yet? I have seen several app updates and someone at Ring has to know something. Come on...
•3
02-07-2019 12:52:38
RHi @KP6Five, sorry to hear you are having audio concerns as well. Yours sounds a bit different with the Live View concerns included in your description. Do you have a video example you would like to include here with a Ring video share link? Also, what is the RSSI of your Doorbell Pro versus the other devices you have installed?
•0
03-07-2019 12:27:41
MI have exact the same issues as described above! New Ring Door View Cam - very less doorbell speaker volume not suitable for daily use! The clue is: My problem startet after activating the new "event timeline viewer" in the app. Before the audio at the door cam was much louder. This seems to be a samsung specific problem, and there exists at least on temporary solution (which imprives the speaker volume a lot, but not as much as it should be). see here in the samsung forums they are discussing the issue here: [https://us.community.samsung.com/t5/Galaxy-S10/Ring-doorbell-speaker-volume-very-low-if-answered-ring-from/td-p/554160/page/3](https://us.community.samsung.com/t5/Galaxy-S10/Ring-doorbell-speaker-volume-very-low-if-answered-ring-from/td-p/554160/page/3) The fix is on the bottom of page 3 and following. This audio problem is due to how samsung handles the microphone processing, and a change RING did with introducing the "event history timeline" feature. turn this new feature off in the RING app and the audio is much improved!! I think whats going on is the following: ring app uses different microphone API (or audio interface) settings if you are using the app with or without the timeline viewer. with the viewer, some of the newer Samsung phones have problems in microphone processing, maybe due to the two mics for noise cancellation. The "old" RING interface uses an other method of getting the phones microphone input as the new RING rinterface will do. So the problem relates to RING and Samsung. They both would be able to fix it. Samsung has to work on the noise cancellation, RING app has to be redesigned to use the same audio method as before the new "timeline event viewer". Hope this helps, as to figure that out was very stressfull to me, and at least I'm glad that it is not hardeware related and there is a temporary "improvement-fix" (as even with this method the sound is less loud than using a iphone or any other brand, and you lose the comfort of the new timline viewer...)! A method to check: even on the video recordings the own voice is very low, after disabling the timeline-event viewer the sound in the videos would much improve... This is the proof that the problem comes from the mobile stream which the app delivers!
•1
03-07-2019 09:35:11
KHey, Good Day and thank you for the reply. I don't think it really is different. I have read on multiple forums describing the same issue and watching other videos with the same noise and echo. A live call is even worse than the video I am posting today. The video I posted is from a live view. If you watch this call from the Ring site or server it is crystal clear. If you watch it from any Samsung phone I have (S10+ and Note 9) it is not usable. I work for Dell and worked in ProSupport for 2 years of my 12 and this is an app, android or specific phone issue. I know I'm not the only one to bring this up. I'm even more positive Ring has received plenty of these types of calls. I just need to get it fixed so I can use the doorbell. [RingVideo_20190708_085143.zip|attachment](upload://oVSBTvm3muYsKzcoJW9q9n894j0.zip) (2.44 MB)
•2
08-07-2019 02:18:42
- T
so where's the dang solution? I don't see it and the "goto solution" button just takes you to another post simply saying "thanks @Riley\_Ring for posting steps to resolve" but the steps to resolve are nowhere to be found. I have the same exact issue. worked fine on my Pro for 6+ weeks now no sounds goes out to the person ringing doorbell. Also, FWIW, why is there no restart button within the app to restart the device instead of having to ridiculously unscrew the cover, hold reset button, then completely set it up again losing all previous info for the initial setup? A simply restart button within the app that won't delete everything would be nice for this kind of money being spent on a 21st century doorbell button! Signed, Frustrated
•8
11-08-2019 02:55:45
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MSorry to hear you are experiencing this. I'll definitely share your thoughts and feedback with the team. Resetting seems to have been the solution for at least one neighbor here, and so it is referenced as an accepted soluton. If this does not resolve it, we recommend contacting support for more in depth troubleshooting.
•0
12-08-2019 11:32:56
Twow... are you really telling me that everytime this happens, I have to take apart the install to reset the device? Maybe I should have invested in something else instead of this nonsense. RIDICULOUS AT BEST!
•1
13-08-2019 12:54:57
SHi Twedlake and all others. It took a bit of time but fingers crossed I am not having that poly parrot effect anymore. First step indeed was to reset the doorbell as there was no other option but I agree this is a workaround not a solution. Just in case : _Remove the front plate and hold down the black button on the right side for 15 seconds. After releasing it, the light on the front will flash a few times indicating that the device is restarting then re start the setup process all over again. Count down slowly otherwise you might perform a simple reset and issue will remain._ I contacted the support and shared some video with them. Even used my smartphone to record and show as this was more relevant than the videos recorded on the Ring cloud. A while ago they told me that they have pushed an update to my doorbell and I must say that since then the issue is gone and the doorbell is now working as expected. I suggest that you contact ring support and be patient. Martin was the one who replied back. I am now hoping for some new improvements that should have been there since day one but this is on my whishlist and already raised. Otherwise I might switchover to the dark side and sell it. Just if this can help here is their reply : > Hello Sebastien, > > First and foremost, I would like to thank you for your patience and understanding while we worked towards improving this concern of yours. I have just recently pushed a new update to your Ringdevice. This update should improve the audio concerns that you have brought to our attention. > > If your problem has been resolved no further action is needed on your behalf. > > If not, please let us know by responding to this email and we will be more than happy to assist you further. Please note that we are still proactively working towards refining our echo cancellation and are always striving towards making our products the best that they can possibly be. > > If you do not receive a response within 48 hours, please feel free to email Ring support at help@ring.com. > > As always, you can reach us via phone at US +1(800) 656-1918 or INTL +1(310) 929-7085. > > Alternatively, Chat agents are available via our website, www.ring.com. > > Thank you for choosing Ring. > > > - Martin
•2
13-08-2019 07:24:26
CHi neighbors! Thank you for your patience. We have the team looking into this. This is only happening on Samsung devices? Thanks!
•0
20-08-2019 06:56:33
- T
> @Kem380 wrote: > I'm having the exact same issue? what did you do? unsrew the security screw on the bottom and pull the cover off the doorbell. hit the black button on right side for 30 secs to reset it then you'll need to set it back up again. if that doesn't work, replacement
•0
23-08-2019 07:15:20
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Seb1410
Quick feedback and thanks to @Riley\_Ring for posting the how to reset the video doorbell. Did a quick try this morning and the 2 way audio is fully working again. I can clearly hear the speaker on the other side, no more polly parrot effect. Stange issue but at least it is fixed. Hopefully I will manage to apologize to the postman as he will come for sure again today to deliver the amazon addict family :) Seb
2
29-03-2019 08:05:14
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