Ring App
Event history timeline causes live view to freeze on samsung s10
History Timeline feature setting is not working on my Samsung s10+ or Samsung s9. It freezes on the live view screen with the words 'motion detected' in yellow and then nothing works.. The app then freezes and I need to restart. I've deleted app and reinstalled it, deleted the cache, restarted the phone and disabled bluetooth but nothing works. It's not the devices or network as the feature works perfectly on my mothers iPhone. I paid the subscription for this feature specifically it's a serious problem if it does work. Please resolve ASAP
4179 •
0 •
0 •
20-04-2020 11:26:29
Responses (1)
- C
@AHR Could you capture a screen recording of what happens on the Android app, where when you pull up the Timeline view the videos are black? I have not seen reports on this, so getting this looked at and escalated up will require a video like that to explain and see why this may be happening on one device and not another. Also, for the Android app, could you try removing the Ring app, rebooting the phone and then reinstalling the app to see if it's still doing it? If it is, please reply with a screen recording of this! :)
•0
06-05-2020 05:11:05
AHey @Chelsea\_Ring please see attached a screen recording of what happens everytime I try and go into timeline view of a device. Please note that this is after I uninstalled the app, rebooted my phone, and then reinstalled it as per your instructions. It did not help the problem. I tried uploading the mp4 file of the recording but apparently this discusstion board does not allow that type of file so I had to zip it. If you can't open it please let me know and I will email it to you. Adam
•0
09-05-2020 12:11:49
C@AHR Sorry for the delay in getting back to you! I have had this matter officially escalated up to the appropriate teams. I will make sure to keep you posted in this matter as we learn more as to why this is happening on the Timeline view for you and what we can do to improve it for the future. Thank you neighbor! :)
•0
14-05-2020 05:31:07
Didn't find an answer ?
Log in or create your Ring account to post a question and join in the on the conversation.
Community Resources
©2024 Ring LLC or its affiliates
Marley_Ring
Thank you for sharing your experience with us @AHR! We value our neighors' feedback and will certainly share this with the team for further investigation. As you've factored out network and device variables, as well as tried on another mobile device, this really narrows down to the best area of focus. Please ensure the VPN is also disabled on your Samsung and uninstall any [android apps that can conflict with the Ring app](https://support.ring.com/hc/en-us/articles/115005889983-Android-Apps-that-Conflict-with-the-Ring-App). You've done quite a bit to optimize mobile device performance and connection. Feel free to include any error messages you might receive or further observations related to this concern. In addition to the above steps, try also resetting your mobile device network connection manually, and ensure features like data saver or not enabled.
0
21-04-2020 04:07:00
•