Responses (1)

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  Chelsea_Ring

  Hi @Stroise256. Is there a certain error message you get when it's frozen? Depending on video length and phone/ wifi connection, it is possible that the video is in the process recording still, or loading, which is why there's a few seconds of delay. If you are able to attach an image or recording example of this occurring in the app, it will help us tremendously in finding you a solution! :)

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  08-01-2020 09:30:00

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  Ralphy1980

  I've got this problem too, video starts off fine, then freezes. [https://ring.com/share/6803680341000193895](https://ring.com/share/6803680341000193895)

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  13-03-2020 02:03:07

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  Stroise256

  No errors this happens on my iPad and galaxy 5 phone. It happens to my sister also. Same iPad galaxy 7 phone. Very annoying. We have the doorbell 2 and the floodlight. We have both houses shared and happens to both of us. I was wondering if maybe it's a firmware issue. Our internet speed is 300mbps. We also tried using our data. This has been happening for several months. We tried uninstalling and reinstalling the app. People would walk by and then video would freeze,time stamp would still move of time of day in seconds but no video. Not sure how to post video here for you to check out. Thanks for any help you can give me. steven troise

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  10-05-2020 10:55:10

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  Stroise256

  Yup exact issue I'm having. Maybe this video will help let the ring techs figure out our issue.

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  10-05-2020 10:57:25

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  Chelsea_Ring

  Hey neighbors! If you are seeing that you video may be stuttering or freezing, please give our support team a call [here](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch). They can take a look into this history to see if there is a network concern, or if there is any packet loss when the videos are being recorded, which results in this stutter. They can help you figure out the best next steps with advanced troubleshooting to help get your device back up and running as it should! :)

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  11-05-2020 05:43:53