No live view or motion alerts
For the last two days my new Ring doorbell will not give live view and motion alerts have stopped. It says there is a poor internet connection but that is rubbish. A speed test in location of door bell give 30-40 mbps. The bell is 10m away from router. It is less than one month old and has worked fine until now. I have reset everything, removed device and reinstalled it but the same issue persists. It is not the WiFi signal perhaps someone else has had this issue and can offer advice. Thanks in advance.
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07-02-2021 11:20:14
Responses (28)
- P
Hi Marley, Thank you for reply. Yes, it completes but is very glitchy during set up. Often it will not connect to the Ring network during the setup process and several attempts are required to complete setup. I have 80 mbps inside and 30-40 mbps where the device is installed. I do not believe the problem is related to network speed so I am hesitant to buy a chime pro to discover that the problem is not resolved. Battery is fully charged etc. I don’t really do much about it until I am at home during daylight hours which will not be for a few days. Until this recent issue I have been very pleased with the device performance. If I cannot resolve this I will have to return the product though. Regards, Paul
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09-02-2021 07:00:07
- M
Thank you for the update, and for trying that step. Are you subscribed to a Protect Plan? If so, checking your event history for saved motion events will confirm the device is online and operating, but not connecting video or sending notifications. If you are not subscribed, please try disabling [Advanced Motion Detection](https://support.ring.com/hc/en-us/articles/360042728431-Advanced-Motion-Detection-in-Ring-Devices) settings such People Only Mode, or even setting all your settings to default. If live view works with the most default settings, feel free to enable your desired settings and ensure the Ring app is performing as intended with each, on your mobile device. I recommend also trying the Rapid Ring app to see if live view and/ or motion notifications work as intended with this app. Pease let us know if this helps. :slight_smile:
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10-02-2021 03:56:08
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PHi @Marley_Ring . Thank you again for the reply. Yes I have the trial 30 day protect plan. There is no way I am continuing it whilst this problems persists. I am not paying for something that does not work. I will try the steps you mentioned. However, if the product is not working how it should and I have to disable features that I want to use then I am not getting the product that was described. There are is only one motion event today and there should have been many more. Also, pressing the bell does not trigger a notification. The live view in Rapid Ring app does not work. Like I said, I am hesitant to buy a chime pro when I have 30-40 mbps at the device location when carrying out a speed test. The device has worked perfectly until last Friday. Nothing has changed here. Screenshot from speed test in device’s location yesterday. What should I do? Thank you in advance.
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10-02-2021 06:43:46
- J
I have a similar problem. Before this happened all my motion-trigged videos were only 2 seconds long! And I don't get black stripes on the time history if there is an outage.
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10-02-2021 06:07:06
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- G
I agree with the above. If this is a known issue then ring need to acknowledge it and give us a status update.
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10-02-2021 08:41:24
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- T
Yes, from London. I can’t access live view at all. Also, it’s connected to Alexa and it won’t notify me when there’s movement. Which is very frustrating as I currently have some very sketchy low life’s hanging around and need to see if anything is going on around my property.
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10-02-2021 09:12:02
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Marley_Ring
Hi there, @Paul_J! Usually when live view will not connect, and events are not logged in your event history for motion, this is an indicator that your Ring device might be offline. Good call on attempting to reinstall this. Please also ensure the battery is fully charged. When you performed a setup, or attempted to reconnect the Doorbell in the Ring app, did the setup/ reconnection complete?
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08-02-2021 10:30:35
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