Can’t answer doorbell when someone is at the door

When first installed we used to easily be able to answer the door. Now neither me nor my husband can get the screen to activate when someone rings the bell. It just swirls and never connects. Live view works fine any other time! I even installed the rapid ring app and it doesn’t work either.

Hi @Snelly5 - does this happen when you’re home or away from home? Also, can you please confirm what app version you’re on? Thanks!

It happens at home and away. The app version is 5.27.1 I think.

Hi @Snelly5. Thank you for confirming this! Could you please give our support team a call at one of the numbers available here? We’re taking additional steps to protect our team and help reduce the spread of COVID-19. 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. They can take a deeper look into this to see why the Live View has troubles pulling up quickly when an event happens, but doesn’t lag when you don’t have an event. Let us know how this goes! :slight_smile:

What was the outcome of this? I am curious as I have the exact same issue with difficulty answering when someone rings the doorbell (either home or away) but viewing live video is no issue.

I have the same problem, can’t answer the doorbell with rapid ring or alexa.

Hi there, neighbors! What model of Doorbells do you have?
If a live view is able to be initiated and connects successfully in the Ring app, your motion and ring events should also be as efficient. Trying out the Rapid Ring app was a great call @supunlivera! Please also ensure there is not a vpn enabled on your mobile devices.