Ring Doorbell 1 will not stream

Hi,

Have three ring devices in my home. Two stick-up cams and one Ring doorbell 1.
Early April my doorbell stopped streaming video. The Chime and motion detection works (exept no video).
It does not stream, and does not save video at all.

I have followed the typical troubleshooting that I have found on ring.com and google, and have done the following:

  • Factory reset of device (first delete from app, and they yellow button 10 sec…) Done this multiple times now.
  • Made sure that the wifi coverage is good. Around -50 RSSI.
  • Switched to another wifi and broadband connection to see if there was anything wrong with my firewall.

I can see that when i try to open the live streaming the camera will start to send traffic to ring.com.
On my meraki firewall I am able to run a packet capture, and can clearly see that the device is sending traffic to 34.227.34.7. This is a AWS IP where i guess ring is hosting its service.
This is a tcp session on port 9998.
Notice some retransmission and TCP dup, but nothing more that i am used to see on these cloud-services.

While doing a packet capture on from my cellphone i can see a lot of different packets going to another IP at AWS (34.250.252.103).
This is both TCP and STUN packets.

Clearly the camera are able to send traffic to ring, and my cellphone/app can contact ring.
Anyone else seen this issue before?

Will just mention that the two other cameras works without any problems.

Hi @s5444. For this concern, I’d suggest reaching out to our support team. They’ll be able to go over this information with your and determine what is happening with your Doorbell. Please 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.