No audio when phone on wifi

Products Video Doorbells
1

Hello,

I have Video Doorbell 2.

Recently I noticed a problem with the sound (maybe it was earlier as well).

When I am on the same internel wifi connection as Doorbell I can see the video on the Live view but there is no sound and also the microfone doesn’t work.

When I turn off the wifi and connect to the Ring Live view from LTE network I hear the sound and mic is working aswell.

What could be the reason for that?

2

@buu wrote:

Hello,

I have Video Doorbell 2.

Recently I noticed a problem with the sound (maybe it was earlier as well).

When I am on the same internet wifi connection as Doorbell I can see the video on the Live view but there is no sound and also the microphone doesn’t work.

When I turn off the wifi and connect to the Ring Live view from LTE network I hear the sound and mic is working as well.

What could be the reason for that?

Hello @buu ,

It sounds like you’ve done some troubleshooting and narrowed it down to a possible Wi-Fi issue. Since this is a recent issue and it was working before, then I would start with the easy stuff:

  • Reboot your Wi-Fi router.
  • Next I would try logging off and then closing your Ring App on your smart-phone, powering your phone off, and then power back up and then open/sign-in back on your Ring App.
  • If that still doesn’t help, I would remove power from the Ring device, pause and then restore the power (for you that is remove the cover on your Ring Video Doorbell 2 using the orange screwdriver to unscrew the center single Security Torx screw (Star-shaped) at the bottom of the faceplate, then remove the “Quick Release Battery Pack”, and then put it back in the battery compartment until it ‘clicks’ securely). Note: if you have Two Security Screws, then you don’t have a Ring Video Doorbell 2 (an older, discontinued model), but rather the newer Ring Video Doorbell “2nd Generation / 2020 Release” which often gets confused as the Doorbell 2. In this case, remove both Torx Security screws, remove the doorbell upward in a hinge-type motion, and briefly tap the orange reset button on the back to reboot it.

If these actions don’t fix your audio issues, then there are several Ring Help Support articles online. Maybe one of these might have your solution:

https://support.ring.com/hc/en-us/articles/360050175212-Audio-Issues-Troubleshooting-Guide

https://support.ring.com/hc/en-us/articles/360023556192-Fixing-Poor-Audio-Video-Quality-by-Adjusting-Your-Router

https://support.ring.com/hc/en-us/articles/360023086271-Fixing-Device-Setup-Errors-by-Adjusting-Your-Router

https://support.ring.com/hc/en-us/articles/360030391371-Improving-your-Ring-Device-Connectivity-

https://support.ring.com/hc/en-us/articles/217271526-Understanding-RSSI-Values-and-Wireless-Signal-Strength

https://support.ring.com/hc/en-us/articles/205385394-The-Protocols-and-Ports-Used-by-Ring-Devices

And if you still are not successful restoring your audio, you should telephone Ring Support for additional help on how to correct your issue :

https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch

Unfortunately, due to the Covid-19, their available hours and available Ring services have been changed also:

https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19

I hope you find some of this information helpful in correcting your issue. :slight_smile:

2 Likes
3

Upgraded the Internet router and now everythtings works fine.

1 Like
4

@buu wrote:

Upgraded the Internet router and now everythtings works fine.

That’s great news that the new Internet router fixed your issue! Yeah, it did sound Wi-Fi related to me. And I wanted to say “Thank You” to you also for the Kudo and accepting my comment as a Solution too. I appreciate that. :slight_smile: