Can’t Access Live View

I’m having problems accessing Live View on my wired stick up indoor cam.
It has never been that good since new and is now impossible to access a live view.
I have live view activated on in all 3 modes. Installed Ring Rapid and still no good.
Reset router, turned camera off and back into setup mode up but still no good.
My front door cam has no issues and connected to the same router.
Frustrating !!!

Hi @DamonW. What is the RSSI number on the Device health page for your Camera? If the RSSI is on the higher end, this could be why you’re experiencing these concerns with the Live View. I’d recommend checking our out Community Post on RSSI here for some common causes and solutions. I hope that helps! :slight_smile:

Hi it’s RSSI-57

@DamonW Thanks for letting me know! I’d recommend reviewing the Community Post I linked for some help with improving your RSSI, which should take care of your concerns. If this issue does persist, please give our support team a call at one of the numbers available here. They’ll be able to take a deeper look at this concern for you. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support. :slight_smile:

@DamonW wrote:

I’m having problems accessing Live View on my wired stick up indoor cam.
It has never been that good since new and is now impossible to access a live view.
I have live view activated on in all 3 modes. Installed Ring Rapid and still no good.
Reset router, turned camera off and back into setup mode up but still no good.
My front door cam has no issues and connected to the same router.
Frustrating !!!

Hello @DamonW ,

On your Stick-Up Cam (Plug-in? or Elite wired?), what is the RSSI value on the “Device Health” page? R eceived S ignal S trength I ndicator (RSSI) value you see in your “Device Health” is actually Wi-Fi connection strength negative-number, so -25 to -50 is typical and good. Once you start getting -60 or more, that is not a good number. Maybe if you have a very high RSSI, your connection isn’t good enough for high-data video , which is a frequent cause of preventing the connection to “Live View”, or resulting in a “Black Screen” video recordings, or issues with poor audio streaming. And even if your RSSI value is good, dense structures, and obstacles can degrade the data signal, so that means a strong RSSI doesn’t always mean you have a good DATA connection , (but RSSI is a useful indicator) so a device can actually be closer than another camera that is fuctioning well and farther away! Although the text-type ‘pushed’ notification are quick low-data burst connections and have a better chance of getting to your App with a high RSSI value. Besides the issue with your Stick Up cam connecting to the Internet, also your smart-phone Ring App may have connections issues to the Ring servers.

These links, and other online information at https://support.ring.com/hc/en-us may help:

https://support.ring.com/hc/en-us/articles/115001499906-Ring-App-is-Having-Trouble-Connecting-to-the…

https://support.ring.com/hc/en-us/articles/360023439472-Fixing-Black-Video-Errors-by-Adjusting-Your-…

https://support.ring.com/hc/en-us/articles/360030391371-Improving-your-Ring-Device-Connectivity-

If your “Live View” still unable to activate, you can try Un-Installing and then Re-Installing the Ring App. Don’t worry about losing all your previous settings or connection set ups if you have multiple Ring devices, because that data is not stored on your phone (that information is tied to your Ring email “Owner” account). Although, I’ve noticed that sometimes re-installing your App might reset ‘little’ settings back to the default setting, like your Alert Sound choices (App Alert-Tones/Chirp-Tones).

Another option you should consider is re-setup your cam, but perform a " Hard" Factory reset on your cam (instead of a regular setup) The reason is that during a Factory Reset, you will restore your cam back to its original factory firmware programming and you totally clean out any downloaded firmware since then. There is a possibility that your device might have some slightly corrupted firmware that occurred during your initial setup. Using a Factory Reset, you will be starting fresh and clean, and will eliminate any possible malfunctioning caused by previous slightly-bad firmware that has manifested into a issue now.

Hopefully you can complete this Factory Reset while at your cam’s mounted location, as long as you have a good Wi-Fi signal. But if it is movable, accomplish this hard reset with the cam closer to your router. To accomplish a Factory hard Reset on your cam, Push and Hold the reset button for 15-20-seconds, but I like holding it for about 30-seconds , and then release. After you release the Reset Button, the device will take a minute or two to ‘wake up’ and then automatically enter the Setup Mode. Proceed and complete the entire setup, and when you get to the part where the App offers you to “Skip” button, DO NOT. This is a delicate part of the setup, where it is going to download all the latest available Firmware. This could take up to 5 or 6 minutes, depending on the speed of your Wi-Fi. Even when your hear her say, “Your Ring Video Cam is now ready” still wait and do not continue for a while. Continue on the next App pages until reaching the page that has the “Skip Button” and stop there. Wait until this page steps to the next page on its own. Even after your App goes to the next step, I wait another minute. Yeah, I’m a little paranoid and I don’t like to rush this part. You want to provide your cam the opportunity to get a nice, clean firmware download, without proceeding on to change settings as this download is simultaneously occurring. A little patience here can help avoid having to start all over again with another Factory Reset.

And then, if this all doesn’t correct your issue, I would telephone Ring Support for help:

https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch

Unfortunately, due to the Covid-19, their available hours have been changed also:

https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19

I hope this information is helpful :slight_smile:

1 Like