Ring 3 high ping latency values

Dear support,

I have a brand new Ring 3 and I’ve experinced a strage behaviour. If ring is in “idle” mode (not streaming video, not detected motion just waiting for any action) the ping latency is very high. Once I open a video stream, or even if it detects motion, latency goes back to normal 1ms as you can see below.

My monitoring tool is alerting for high latency and packet loss.

Is this a normal operation?

Many Thanks

Zoli

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1 Like

Hi @djsomi. I would first check to see if you have Snapshot Capture feature turned on. This could potentially cause what you are seeing. If you have any other questions about this, feel free to reach out to our support team for help. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

Yes its on, but I cant turn it off, however it says I have no subscription

Great catch I was looking at the same data on mine wondering why latency was so high in idle mode. Live view latency drops to expected levels.

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I’m having the exact same issue, and i don’t have snapshot capture enabled. When i go to “live view”, latency is normal < 5ms. How was this resolved for the first customer?

Hi there, @uringanq! High ping latency can be related to many factors such as Internet service provider capabilities, Internet connection speed / bandwidth, network configuration, and more. Try out different event types (motion, ring, live view) and check out your network settings, to see if it can be resolved that way. Our support team is always happy to take a further look for you. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

It’s always worth inquiring with your internet service provider support, as well, to double check resources. Feel free to let us know how this goes! :slight_smile: