Ring 3 high ping latency values

djsomi · October 1, 2020, 6:03am

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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Tom_Ring · October 1, 2020, 9:28pm

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.

djsomi · October 2, 2020, 9:03am

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

ronafisher2 · April 2, 2021, 5:16pm

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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uringanq · July 28, 2021, 2:59am

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?

Marley_Ring · July 28, 2021, 5:27pm

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!

Axsdenied · January 7, 2022, 7:26pm

It’s interesting the reply that was marked as the solution is not actually the cause of what you described. I too, noticed that pings, from within my network, directly to the Ring Security Camera show high latency when video is not being monitored/recorded.

This is actually MOST likely due to the device going into a lower power state, which slows down the processor in the device. This is why when you start video, ping latency dramatically reduces to normal responses as the processor goes back up to full speed.

I discovered this when I was troubleshooting another issue with my device. I thought at the time, the high latency times were at a moment of wifi interference. It turned out not to be the case as I noticed the correlation with live video sessions and the device reporting a healthy signal.

None of this has to do with internet bandwidth, but it does with your internal network.