Doorbell Pro live view not working on WiFi

A few months ago this problem started, and never resolved itself. Live view doesn’t work when I’m on WiFi outside of home. On my home WiFi, it’s fine. If I’m away from home on another WiFi, I have to disable WiFi to see live view. Someone else posted having the same issue with no answers, I’m hoping someone has an answer. This has nothing to do with the doorbell’s connection at home. The signal strength is really good there. My WiFi signal in all scenarios was really good. I’m not sure if it’s some sort of security setting with the app, but it used to work fine for about the first year, and then suddenly became a problem.

Which doorbell do you have ? I have a version 2 (2020) of the original db.

I’m not sure this is going to help you - but here it is anyway.

I currently have two ISPs each with their own routers. Two totally different companies. One is copper, the other fiber. Two totally independant networks. I have no problems getting ‘Live View’ when connected to either network. (It has been slower lately).

The network the ring doorbell knows about (network 1) has a VPN installed on the router which is always enabled. I have no issues accessing the device (generally speaking of course).

I will add - I cannot configure my ring doorbell on the other network (network 2). It has been a while since I tried but pretty much nothing worked UNTIL I added the MAC address of the ring doorbell into router 2’s DMZ.

For what it is worth…

(sorry - I missed the word pro in your title)

Hi @CGTG81. What type of phone is this happening on and what version of the Ring app is it using? Have you tried to replicate this with another type of device, such as a tablet? Also, are you using a VPN when you are not on your home wifi network? These questions will help determine the next best steps. For now, I would recommend uninstalling the Ring App, rebooting your phone, then reinstalling the Ring app. I hope this helps!

Hi @Tom_Ring

My phone is a Pixel 3. It had the latest version of the Ring app on the Play Store (not sure of the number, but it did not show any updates available). I tried my LG tablet on my work WiFi, and I get the same problem as my phone (my tablet has no cellular service, so I can’t verify it without WiFi). I do not have a VPN service. I reinstalled the app per your instructions (uninstall, reboot, install), but that did not help. Is there anything else to look into? Thanks.

On a sidenote, my worker also has a Ring Doorbell Pro, and his live view works fine on the work WiFi, so I don’t think it’s this particular WiFi.

Hi @Tom_Ring,
Is there anything else I can check to resolve this problem?? My phone still has this issue. I checked my tablet at home, it can see liveview at the home WiFi but not on any other WiFi source. It’s been an unpleasant feature that when I need to check the camera that I have to disable WiFi on my phone every time.

Hi there, @CGTG81! Excellent call on checking this operation on another device using a different wireless network. With live view working on your home wifi network and tablet, this is a great sign that your Ring devices are connecting and communicating as intended. As you mentioned using android devices, please remove any android apps that might conflict with the Ring app. The next best step will be to try this on the Rapid Ring app. The Rapid Ring app is designed for the quickest access to live view and is much less robust than the main Ring app. Some wifi networks, or different levels of user permissions on a network may limit streaming resources or capabilities, so trying different networks or even hotspots is a great way to test connections further.

As you’ve tried a great many steps here to no avail, if this concern persists, our support team is happy to take a more in-depth look at this for 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, 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.