Doorbell not setting off Chimes, despite recording video

Device: Ring Video Doorbell 4, connected via a Chime Pro

Connection: RSSI of about 60. Noting that prior to purchasing the Ring Video Doorbell, following Ring’s advice we should have had a strong enough connection without the Chime Pro, and I can comfortably video-chat on my phone via wi-fi from that location.

Issue: About 1 in 5 doorbell presses don’t set off the chimes/phone notifications. However, they often do still record video just before the moment, or of the actual button press! Why on earth is the software for a doorbell not optimised to be doorbell first, and video-camera second? The hardware and connection seem up to the task, but they seem to be let down by wonky software. While I’d strongly suggest the doorbell software prioritise being a doorbell going forward, is there anything that can be done to make this $300+ doorbell more reliable?

Hi @Axe99. In the instance that you do not receive a notification from the Ring app about the Doorbell being pressed, are you seeing a Motion Event in the Event History just before the Doorbell was pressed? Or is it logged as a Doorbell press, but you didn’t receive the notification for it? Feel free to attach a screenshot of the Event History so I can see what you’re seeing as well.

Hi Caitlin and thank you for your reply - I’m sorry about the very long delay in replying - for a number of weeks I wasn’t able to log into the community, and then gave up on it and played around with router positioning and what-have-you to try and improve results, which was partially but not completely successful. Current RSIs are in the 57-63 range, and it’s generally working well, but it’s still occasionally not setting off the Chimes when the doorbell is pressed, even when recording video. It’s not common, but it is a little frustrating. I’ve linked the latest incident today:

Fortunately I also had delivery alerts from the provider on my phone, so didn’t keep them waiting too long. It seems a little odd that it’s recording video, and clearly communicating with the network until the button is pressed, and then everything gets wobbly.

It’s also occasionally not recording video at all, despite reasonable RSIs (and in a position that is good enough to stream video in 4K if I’m connecting to the same network on my phone… If it all possible, improving whatever tech picks up signals in the doorbell for the next iteration would probably be biggest and most useful improvement, alongside not making it default to 5GHz when it can get a better signal on 2.4GHz on a network that can do both - due to this, I have to forcibly split the network or the doorbell’s software hobbles itself with RSIs in the mid-70s).

@Axe99 No worries. I am unable to see the video you’ve shared as embeds don’t work on the Community. However, I would recommend following up with our support team at this point as your concern may require a more in-depth look than we can provide on the Community. You can give our support team a call at one of the numbers available here. They’ll be able to walk you through all of the applicable troubleshooting steps and review any example footage you have to help demonstrate what you’re experiencing. If you are outside of the US, please visit here to see how to contact support.

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Thank you very much Caitlyn, greatly appreciated. I gave them a call and we’ve done some initial troubleshooting steps, and have a strategy if they don’t do the trick, so we’re at the very least on the way, and maybe even sorted - cheers :slight_smile:

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@Axe99 I’m glad to hear that, and I’ve got my fingers crossed that support is able to find a solution that works for you. :slight_smile: