Responses (1)

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  Chelsea_Ring

  Hi @Goldenkracker -- have you tried using your Cell data vs wifi? Also, have you taken a look at this article about [Live View](https://community.ring.com/t5/Ring-App/Why-Your-Live-View-May-Be-Taking-a-Long-Time-to-Load/m-p/821) taking a long time to load? Let us know!!

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  28-04-2020 09:45:44

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  Goldenkracker

  Hi Jennifer, Have checked out your link and as you can see from the health status picture I posted when I raised this ticket according to the app everything is fine with my setup and I will attach another image showing that the app thinks my network is fine. I have also tried connecting using cellular as you suggested and it still just sits on Activating device before eventually timing out. Everything was working fine until beginning of this week when it did a firmware update after I charged the battery. The device is currently in my house close to the wireless access point to rule out any network/obstruction/interference issues. Regards, Andy

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  28-04-2020 10:05:59

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  Chelsea_Ring

  Hey @Goldenkracker. Chiming in for Jennifer! Could you try resetting the Doorbell by pressing and holding the setup button for 30 seconds? After this time has passed, give it a few minutes to reset, as it may be updating or reinstalling the firmware at this point. After sometime has passed, try to load your Live View and let me know how this goes!

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  29-04-2020 07:51:24

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  Goldenkracker

  Hi Chelsea, I have already tried resetting it, I removed it then reset it then re added it. It did a firmware update but I was still unable to access live view. I receive notifications when there is motion, in fact I am getting notifications twice for every motion detected now, I am not sure if that is just because I have now got both your apps installed on my phone. Also for information in case it is your next suggestion to try Viewing live on a different device, I have tried on my Firetv stick and echo show with no success. Regards, Andy

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  29-04-2020 08:02:17

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  Chelsea_Ring

  @Goldenkracker Thanks for getting back to me! It seems there may be a restriction in the live streaming from your router that is not allowing the Live View to load, but can still record videos and send you alerts. Also, the double alerts will definitely be from having the Ring app and the Rapid Ring app if that is what you are mentioning! Please check out our Ring Help Center Article [here](https://support.ring.com/hc/en-us/articles/205385394-The-Protocols-and-Ports-Used-by-Ring-Devices) which reviews what ports and protocols needs to be open to allow the Ring devices to connect and stream. Let me know if this helps, and feel free to reach out to your ISP to have them make these adjustments for you!

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  29-04-2020 09:16:33

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  Goldenkracker

  Hi Chelsea, Nothing has been changed with my network and the device had been working with only the odd failure to view videos from time to time ever since I got it in January. It stopped working the beginning of this week when I took it down to charge the battery and did a Firmware update. I have noticed while testing today that sometimes it gets as far as waiting for video and during this time there is audio and I can talk back to it from the app before the connection eventually drops due to video taking too long to start. Regards, Andy

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  30-04-2020 02:44:20