Sorry this happened to you, @user494! Video connection and quality is often related to wifi connection variables. Check out your [RSSI in the device health section of the Ring app](https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229), to ensure for optimal wifi signal. Avoiding too much distance from your router or major interferences is always a good step. Please also consider resources like bandwidth, and that there is plenty of wifi speed to handle all of your connected devices. While the area looks adequately illuminated, the person in the video happens to be in a darker area of the property, in which additional lighting can help brighten that area. I hope this helps!