Dashboard Not Refreshing Cam Image

Hi There. It used to be that when I opened the Ring app and landed on my dashboard that all my cams would refresh (I have a Door Bell Pro and a Spotlight Cam). The images updated to that moment and then start counting the seconds since that refresh. For about a week now, only the doorbell pro image updates and the spotlight cam is from whenever the last manual update (from live view) was made by me. If I click on the image it goes to live view and shows the current view from the came, and then when I x -out and go back to the dashboard the image is updated on the dashboard for that cam. Why did this stope being automatic and only for the one cam. I did power down the cam in an attempt to reset it. Did nothing. Anyone else experiencing this?

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Same problem here with two doorbells. It started with app update 5.38.1

We have been having the same problem. I have two wireless cams with spotlights and the live view doesn’t refresh on the dashboard and sometimes I can’t even get the live view to connect even with good wifi signal.

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Sorry to hear about this, neighbors! The dashboard preview image should certainly update or show, when you open the Ring app. Keep in mind, battery devices will update the dashboard image less frequently than wired-only Ring devices. When checking the dashboard, leave the Ring app open for at least 1 minute to allow time for any preview images to update.

Please trigger a motion event or perform a live view to confirm the device is online and working. See if doing so resulted in the dashboard displaying the view. The next best step will be to visit your Ring device in the Ring app and check it’s Device Settings > Video Settings to ensure “Tap Camera Preview for Live View” is toggled “on”.

If you have other Ring devices, confirm the camera preview tiles are updating for other devices on the account/ location. Remember to disable any vpn on your mobile device, if one is enabled, as well as trying to force close and reopen the Ring app.

If the above steps did not help to resolve your concern with dashboard preview images not updating, 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, 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.

When I open my Ring App, the wired Spotlight cam does not refresh with a new still image. It use to do this but all of a sudden stopped. I have tried power cycling the camera and deleting and re-downloading the iOS app. My Ring doorbell Pro still refreshes with a new still image.

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I have the same problem since the 5.38.1 update on iOS. I have only one camera device (Doorbell Pro) and it does not refresh the snapshot on the dashboard. I tried the following:
Disabling/enabling snapshots on the device; turning phone off and on; deleting the app and re-installing

I have an old iPhone where I have not updated the app and it’s working as expected.

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Agreed. Something seems to have changed recently. Can we get some clarification Ring? When you enter the app, is the dashboard image supposed to refresh automatically, or show the last snapshot taken and the time delay since that last snapshot. It appears to perform erratically. I do not want to enter Live View when entering the app. and have that disabled. That is different that the snapshot image I believe dashboard is displaying and should be refreshing each time the app is entered.

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Nothing has changed on my settings, all the correct boxes are checked per your response above. Both cameras I have are hardwired and this all started after your update. I think I was very descriptive and now I see that many other users are having the same issue. It’s definitely on your end. Hopefully you can provide a response that doesn’t suggest I did something to change this.

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Same problem here. I have a Ring Pro (powered + WiFi), stick up cam battery (battery + WiFi), and stick up cam elite (powered + Ethernet) and it seems to happen on each of them. What I’ve noticed is that almost always, two of them update and one doesn’t. Like everyone else here, they all used to work and I’ve made no configuration changes.

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I’ve noticed that if I touch the 3 dots to the right of the snapshot image, then Settings, then the back arrow in the top left, that momentarily wakes the snapshot up. It updates once, and occasionally a second time, and then stalls again.

@Marley_Ring This isn’t a settings or device issue. Its 100% an issue with the app. It started with either the last release or the one before. There are quite a few threads with similar issues. There are also problems with live view failing to start quite often. My understanding is the Rapid Ring app is fine your main app which is impacted.

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Any time frame when this problem will be solved, I’m sick of being a test pilot for untested Ring updates!!!

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This really shows the importance of this forum. If you were to call in, a lengthy phone call would end in instructions to follow typical resets etc. when it fact the problem is much larger than that. At times, I’ve been sent an email that I can respond to with ANY follow-up questions but there are no return replies so you have to start all over again on the phone. If Ring representative here can actually spearhead problems like this, the forum could be a most effective way for users to get issues resolved. I hope our Ring representatives here are reading this and getting some answers on this and other issues/questions raised in the forums.

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@Marley_Ring This is not a solution and the problem is not “solved”. Please look at all the comments rolling in of people who are having the same issue. I do not wish to call in and explain everything when it is clear as day here. Apparently Ring views issues as “solved” if they tell you to call in. Come on man!

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I am having the exact same issue with my Spotlight Cam. I have wasted time talking to customer service as they don’t have a solution. It appears the update with Apple IOS devices. Someone with Ring needs to have the app looked into. I wasn’t having this issue until about a week ago. I have toggled settings, powered Spotlight Cam down and back up, deleted and reinstalled app and nothings works. I have zero issue with my Doorbell Pro working correctly. This is very frustrating.

Thank you for your feedback, neighbors! If you’re still running into this concern, please ensure that when checking the dashboard, leave the Ring app open for at least 1 minute to allow time for any preview images to update.

In the meantime, we’ve shared your concerns with our teams here. Rest assured that our team is investigating and working to resolve this as soon as possible as they look for a potential fix for this. We appreciate your patience in the meantime, and if you have any other concerns with the functionality of your Ring app, we recommend contacting support for a follow up on this.

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, 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.

Thanks Marley.

Can others please check if Marley’s suggestion of leaving the app open a few minutes clear things up? It doesn’t on mine.

I do hope RIng gets to the bottom of this soon. Many are paying for the stored images and therefore NOT getting the service if we can’t view recent ones (like me) in the timeline or see them on dashboard.

You also could click on a camera and it would bring up the live screen but now it does not.

Version 5.38.1 on iPhone 11 Pro iOS 14.4.2

Actually forget this. I forcefully closed the Ring app and restarted it. Clicking on a camera in the dashboard return to kicking off the live view.

Does not work. Still not refreshing.