Hello!
I have a doorbell but i can’t watch it’s live view on my new phone. I watched live view on my old phone normally.
Btw my wife can watch live view on her phone normally. Only it doesn’t work on my new phone.
What can i fix that? What should i do?
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Hi @Khashka. Do you have an active VPN on you phone? Also, check this Help Center article here to see if you have any apps that conflict with the Ring app. Let me know if this helps!
Hello!
I have no VPN and no third app that can conflict with Ring app. My phone is brand new and i bought that few days ago and installed Ring app.
Hi @Khashka. I have one more setting that you can change. Try looking under your phones wifi settings for IPv4 or IPv6. If it is IPv4, try switching to IPv6 or vise versa. I’m not sure how to access this information, but I’m sure a quick Google search can point you in the right direction. If this doesn’t work, I suggest reaching out to our support team for the next best steps. Please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support. Let me know if this works!
It works on another phone. Only doesn’t work on my new phone.
I had the same issue after getting a new phone, and found a temp. solution using a VPN. There are some issue with VPN’s, but I only use it to access Live View. I found some free VPN, that solved my Live View issue. For more info you can search for my post, [Solution found for Live View Issue over Cellular]
(Solution found for Live View Issue over Cellular)
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Should i use vpn when everytime i watch i live view?
Some people say there could be a security issue with some VPN’s, probably not the paid ones. I don’t know if that is true, but there could be some bad ones out there. To be safe I only turn on the VPN for LIVE VIEW when I’m not on WIFI and turn if off when done. if I’m away and another door event happens, I’ll turn it on and off again. On Oct. 8, Ring fixed LIVE VIEW for IOS, and now VPN isn’t needed for my SAMSUNG A32 with the RING APP. I also use the RAPID RING APP but it still only works with WIFI, but will work with the VPN.
Video concerns are often related to wifi or mobile device connection variables. As mentioned prior, check out your RSSI in the device health section of the Ring app, to ensure for optimal wifi signal. I recommend also trying out the Rapid Ring app, designed for optimal access to live view.
Here is our Help Center article for more tips on troubleshooting Live View concerns. If further assistance is needed, please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.
If you read my post and tried with a VPN, ( use Hide me, because settings allows toggling protocols, between UDP and TCP to see which one might work), maybe your issue isn’t the same as what my Samsung A32 has. Using VPN “Hide me” still works for me , only with TCP setting, Live Video still fails with VPN’s, UDP setting. I recently bought a Samsung Z Flip and VPN is not needed for Celluar Live View.
The wifi is completely ok. It works normally on my wife’s phone. I contacted with your support but there is no real human. It is just a bot. I need real human’s help.
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As one of the mobile devices in your household is working as intended, this can narrow it down to your mobile device connection. Please ensure there is not a VPN enabled. I recommend also trying out the Rapid Ring app for quickest access to live view. 
This system is a joke i would avoid i have had nothing but problems with live view over the covid period and the support have the excuse of stating its wifi related issues or a vpn related issue? they dont even know what they are on about due to the fact i dont use one and its nothing to do with ipv4 or 6 authentication modern routers have this protocol setup by default and also i have a strong wifi connection to still be met with live view issues and or the events not showing for a while. Personally i will be getting something far more reliable and safe, after all during this covid period anything could happen and i cannot rely on excuses and hard to reach support/a bot.