Doorbell 4 pre-roll - unusable quality

Hi,

I have just got a brand new Video Doorbell 4 and the pre-roll feature is useless - see shot below:

You could not identify these people if you tried. The video is better (but still not great) after the pre-roll ends.

Can anyone advise? …I am not sure if it is a setting I need to change or whether my unit is defective.

Also note when the video triggers (4 seconds in) the people are already in the indented part of the drive - is this the maximum range I can expect (I have it on max sensitivity)?

thanks!
James.

@JCHH I saw on one of the reviews of the Doorbell 4 that there was an issue where after the pre roll ended the resolution improved but the frame rate was still low. I cant remember exactly but I think it was when viewing back on the app, when downloaded the video was fine. Likely needs to be addressed in a firmware/app update.

@bemak187 - cheers!

However my problem was with the downloaded video

Hi there, @JCHH! Thank you for this image example. As described further in our help center article about pre-roll, the Ring Video Doorbell 4 will have colored pre-roll with high definition quality. As this model of Video Doorbell is dual band capable, please ensure it is connected to your 2.4 Ghz wifi network. As always, it’s a great step to check your signal strength or RSSI. I hope this helps! :slight_smile:

Hi @Marley_Ring

Thanks for replying!

I can confirm my doorbell is connected to 2.4 GHz and has a signal strength “RSSI-50”.

…although I am not sure why video resolution depends on being attached to the 2.4 Ghz network.

[edit: adding speed test results using iPhone at the deice]
ping: 11ms
Jitter: 4.6ms
Loss: 0%
download: 54.7 Mbps
Upload: 18.6 Mbps

@JCHH My understanding of the pre roll on the Doorbell 4 is that it will be colour but a lower resolution and lower framerate. It will then kick into 1080p at 25fps. Your RSSI is what matters as Ring actually doesn’t nee a super fast connection, a few mbps is fine its signal strength which is key and yours looks ok at -50.

Thanks, @bemak187. Should I be concerned that motion is only triggered when people get into the cut-out section of the drive? …I have motion on maximum sensitivity.

@JCHH I think during set up you have the option to choose how far from the street your device is? You should be able to change it to look for motion further out. Also how high up is the doorbell mounted? The recommended height is 4 feet.

it is at the correct height and on maximum sensitivity.

There should be an option to extend the range at which it picks up motion. I can’t for the life of me remember where the option is or if you only see it during set up. It lets you say 0 - 15 feet, 15 - 30 feet and I think there is a 3rd option. Also are you interested in all motion or is it just people you want to detect as people only mode could be something look at as well.

It’s on the maximum setting/sensitivity :slight_smile:

I’m aware, thanks. Right now I just want to know if it works at all. I checked the help pages and they say to switch “people only” off if you are struggling with range.

Great work on completing these steps, @JCHH. Thank you @bemak187 for providing such great recommendations! When it comes to motion, there are a great many options to choose from. Trial and error is the best method for optimizing this detection. Try people only mode, different zone distances, and even the motion frequency setting. As for the Pre-roll quality, this certainly should be resolvable and improved with wifi signal, and definitely should show sufficiently in a downloaded video.

If the above suggestions do not seem to improve your experience with the Video Doorbell, our support team is always available for more in-depth troubleshooting. 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. Feel free to let us know how this goes! :slight_smile: