Black video and live not working?

Products Video Doorbells
#1

I’ve had my ring for over a year and it’s worked fine, now out of the blue I can’t view live and the videos are black, but I get the notifications and when I go to the app the snapshot of the camera shows a clear image. I’ve tested my wifi and it’s good. 191.8mbps download 11.25mbps upload.

I have tried to view videos online and it’s black there as well. This has been going on for approximately 2 weeks now and nothing has changed with my setup… And I’m working 72hrs a week right now and haven’t had time to call someone when I’m home and no one available to chat for troubleshooting ?

#2

Hey there, @Mamahix! Video connection concerns are often related to wifi, mobile device, or Ring app communication variables. The best first thing to check is your wifi signal strength, or RSSI, which can be found in the Device Health section of your Ring app. Check out our Community post about RSSI for tips on optimizing this signal strength.

As you’ve already checked many network variables, removing and reinstalling the Ring app is a quick way to ensure it is up to date and optimally integrated with your mobile device. On your mobile device, try testing video on wifi only, and then on data only, to see if either connection is more efficient. Please also ensure bluetooth and VPN is disabled. I hope this helps! :slight_smile: