Ring Door Bell pro problem to load

Hi I have a ring Video door bell pro
Everything working fine
sensing wovment is working
Live event is working even sound and speacker
But when Some one press the button I will get notified but when i try to connect the image freeze stay loading and I canot talk to them.
I made more then one time factory reset I also change the wifi modem but still I always have the same problem.

Hi @Ocam78. That’s odd, since you mentioned that Live View works for you, however you cannot activate the Live View when someone rings the Doorbell specifically? Does this happen every time that someone rings the Doorbell, or has it only happened occasionally? What is the RSSI for your Doorbell? You can find the RSSI on the Device Health page, and it’s a measure of your Doorbell’s wifi connection, which is helpful to know when looking into a concern like this. :slight_smile:

It crash everytime that someone press the ring button . I just answer and then crash. and cannot load it agian for around 2min. The rrsi is 42

@Ocam78 Are you able to share an example of this? You could start a screen recording on your phone and ring the Doorbell, then answer the notification to demonstrate how it freezes. This way I can have my team take a look.

This is what is happening once I say hello everything crash and stops. When i press live i takes another 1 minutes to reload

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@Ocam78 Thank you for sharing that example, it shouldn’t be freezing once you speak on the Two-Way Audio. Please give our support team a call at one of the numbers available here so they can troubleshoot this further, as it looks like it will require more in-depth troubleshooting. If you are outside of the US, please visit here to see how to contact support.

Can I use any number since my country is not listed ? in this Case Malta -Europe

@Ocam78 You can try the worldwide number: +1 310 929 7085. Our Help Center page does note that toll charges may apply. You may be charged when calling from a mobile phone. This number may not be accessible from some mobile network providers. For more information, contact your network provider.

Hi @Ocam78, let me help with your situation if you haven’t solved it already. I been dealing with this myself and solved it without calling. Not sure why these online agents can’t help further then just copy and paste giving the same troubleshooting tips. You need to simply enable port forwarding on your router then find your Ring Doorbell on your router and allow these ports. I was having the exact same problem as you and this worked 100% for me.

Port Protocol: TCP
Port Number: 8557
Port Range: 9998, 9999