Ring Video Doorbell
Black video, Weak connection - all healthy tests
Hi all, I've been having a frustrating couple of weeks with the Ring Pro. I've been setting up a connection to a new dedicated WiFi router (Asus RT-AC59U) instead of the Virgin Media SuperHub 2 as I was having intermittent WiFi issues. I have a connection to the doorbell, and the phone and chime ring when the doorbell is pressed, so there is full connectivity. The problems start when trying to look at live view and recordings. Live View says the phone connection is weak (full WiFi, same network, tested on both 2.4GHz and 5GHz for both phone and Ring) whether I'm on WiFi or 4G. When logging into the Ring website, I have video recordings logged but they are all black. I'm also not getting any motion notifications. I've been through all the new mode settings to make sure I have all the notifications active. It's been working fine for 6 months, and I changed the adapter from a cheap Amazon one to an official Ring Power Adapter yesterday. This has made no difference. I've ruled everything else out - distance to the router is 6 feet and it has a strong connection, phone connection is strong, power is good etc. All the health checks come back fine - strong WiFi, good power, speed tests show 230Mbit down and 21Mbit up, all other devices are working better than ever on the new router on both 2.4GHz and 5GHz, the whole network has never worked better - except for the Ring Pro which hasn't worked for 2-3 weeks on the old or new networks. There are recordings on the account, including the snapshot photos, which are all black or not viewable. Any help would be appreciated as I'm currently paying for a service that's not functional. Kind regards, Chris
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12-04-2020 11:32:06
Responses (1)
- C
Further update as I've had no response from Ring Support: I've now completely reset my router to the default settings, after trying to open the ports, give an IP reservation to the doorbell, DMZ the doorbell, turn the firewall off, turn off NAT acceleration, rename the network, try different bands, check congestion, buy yet another power supply (the official £25 Ring one doesn't provide enough power, the blue LED keeps suggesting). I've managed to connect it back to a new WiFi network, and the app says it's connected, but still my last live view was from the first of May. Notifications don't work, ringing the bell doesn't work, and yet the App says all is fine with an RSSI of 39, good voltage etc. I'm operating the doorbell next to the router now, still no progress. I'm having to trawl Google for suggestions and still coming up blank. Can ANYONE at all help?
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10-05-2020 01:25:57
CHi @cfhuk. Chiming in for Marley here! After reviewing your posts, seeing all the work you've done, it seems you have exhausted all troubleshooting you can do on your end. As we are a neighbor to neighbor support forum, I really do appreciate the work you've done, and detailing it out here. The steps you've taken may be steps other neighbors need to take for a resolution, even if it hasn't worked out for you. If you could, since the device is still not capturing recording and working as it should, please give our support team a call [here](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch). They can get you over to our advanced support team to see if there is anything else they can see on their end with your personal device and do this deep dive that you are needing and looking for. If you could, please come back to this thread here to give us a recap of how this call goes! I know you have invested a lot of time into getting this fixed, and will be excited to hear what your resolution is. Hope to hear back from you soon, neighbor! :)
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11-05-2020 05:48:07
CHi @Chelsea\_Ring, thanks for that. I have now spoken to Sam on the support team and he's arranged a replacement to be sent out to cover off the hardware side of things. This may be the issue as it had intermittent connectivity, blown out video recording and odd behaviour before it went totally offline. It might just be a coincidence that I changed out the router and the power adapter at around the same time. Thanks, Chris
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12-05-2020 12:22:15
C@cfhuk Happy to help steer in the right direction when I can, but really, you've done all the work here, so I applaud you to getting to the point of this replacement. I will keep my fingers crossed that it seems to be a coincidental occurrence of events, and hope that the replacement device helps you get back to using your system as you once had! Feel free to let me know here how it goes. Have a great week in the meantime! :)
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12-05-2020 04:46:52
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Marley_Ring
Thank you for sharing your experience with the Community @cfhuk! You've certainly covered all the right bases for video to operate as intended. Testing on different wifi frequencies, as well as different mobile device connections was a great step to cover! If the videos have never shown up on the old or new networks, this [help center article](https://support.ring.com/hc/en-us/articles/205385394-The-Protocols-and-Ports-Used-by-Ring-Devices) about ports and protocols might be of assistance in case the solution is in network settings. As you mentioned this being intermittent, I recommend checking RSSI next. The wifi tests coming back great is excellent for resources, however, signal strength indicators can help to show. Check out our [Community post about RSSI](https://community.ring.com/t5/General-Questions/How-it-Works-Your-Ring-Device-RSSI-Good-vs-Poor/m-p/751), how to find it, and tips to optimize. Some additional factors to check for on your mobile device, are bluetooth/ VPN (should be disabled) and any apps that might be open in the background, or interfering. Feel free to let us know how this goes! :)
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14-04-2020 09:50:38
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