Ring app crashes when playing videos

On a Samsung Z Fold2 mobile, when playing videos, of events or live, from any camera and using the opened phone’s larger screen and rotating from portrait to landscape, or vice versa, the app crashes.

Videos play OK on the front screen with the phone closed, and rotating.

Have tried reinstalling the app, still the same.

Hi there, @PeterJS! Try checking to see if you have any android apps installed that conflict with the Ring app. Please also ensure there is not a VPN enabled on your mobile device. Feel free to let us know how this goes! :slight_smile:

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Hi there @Marley_Ring

Thank you for your prompt response.

I do not appear to have any android conflict apps or an enabled VPN on my phone.

I believe the problem above, and a few other niggles, have appeared since the Ring app was automatically updated on my phone on 5 Oct 21.

Also, I now note that while a video is playing in portrait mode, if I tap on the “full screen” symbol in the video frame, the app crashes.

Both these problems do not appear using the front smaller screen of the folded phone.

I further note that, on the Ring home screen, the camera snaps displayed are often much older than the “time since” displayed on it.

@PeterJS Thanks for letting us know about any conflicting apps. Do you have another smart phone or tablet with the Ring App installed that you can try to view a video on? I’d like to see if this is only happening on your phone or if it is across other smart phones or tablets. Also ensure that the OS on your device is fully updated as well.

I am bringing my Samsung S10 out of retirement which will take time to update and I will then try the issue on there.

In the meantime, I note that I can view videos from the history list with no issue, going from portrait to landscape and back on the unfolded main screen.

Also, from the camera main screen I can go ‘live’ with no display issues, but when I play the recording from the same screen, and turn the phone the app abends.

The front (smaller) screen has no issues.

I will check this issue on the S10 when it is updated and get back to you.

Everything works fine on the Samsung S10 at latest software level.

This is a link to a short video of the Samsung Z Fold2 phone with two abend examples if it helps. The first bit is choose a camera then tap on full screen logo, app abends. Second bit, choose a camera then rotate phone, app abends.

The smaller screen on the front of folded phone works fine. My guess is the Ring app gets confused with the bigger screen when phone unfolded.

There was a software update waiting for installation on the Z Fold2 this morning. That was applied before the video shoot.

@PeterJS Thank you for sharing that video! I passed this feedback along to my team, but I would also recommend following up with our support team. They can ensure all troubleshooting has been done thoroughly, as well as log this feedback more directly. Feel free to reference this thread with them as well, that way they can view the same video you shared here to see that example. You can give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support. :slight_smile:

Looks like latest update 3.45.1 tonight 24 Oct has fixed these crashing issues. Thank you, guys!

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