Snapshots and rich notifications are not working

I have just upgraded from a generation 1 spotlight cam to a spotlight cam pro - and since installing it nothing has worked as well as the previous camera.

When I open the app the view of the camera does not update until I do a live view - then it seems to back fill it. Seemingly related - notifications never show a preview - I have attached a screen recording to show what I mean.

These are the steps I have taken to rectify it (none have worked)

Restarted the camera
Uninstalled and resintalled the app
Checked the power (it’s plugged in)
Checked the wifi (both the app and my router say the connection is fine)
Factory reset of the camera
Turned off anything that might make the camera slower (HDR video / night time colouring)

Any help would be appreciated - even if it’s to tell me the camera is probably broken so I can exchange it for a new one

Hi @Pete_Sounds. What version of the Ring app is installed and what iOS version is on your iPhone? Do you have this same issue if you are using cellular data? Do you have the “Tap Camera Preview for Live View” setting enabled? Do you have End 2 End Encryption enabled? This information can help guide us in troubelshooting?

What version of the Ring app is installed and what iOS version is on your iPhone?
Ring app is 5.65.1
iOS 17.1

Do you have this same issue if you are using cellular data?
Yes.

you have the “Tap Camera Preview for Live View” setting enabled?
Yes. But I’ve tried with having both on and off and the same problems are still there.

Do you have End 2 End Encryption enabled?
I’ve turned off E2E encryption but the issues remain

Hi @Pete_Sounds. Thanks for the information. You’ve gone over the general troubleshooting steps I use and checked some of the key settings that can affect this. With this in mind, you’ll need to follow up with our support team to dive deeper into this issue. Please send us a private message on Facebook @Ring or 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.

Small update:

I got it working… 50% of the time.

I bought a wifi extender TP-Link AC-1750 for those who want a recommendation: (TP-LINK AC1750 WiFi Range Extender | Officeworks)

Put that halfway between my router and my camera - it dropped the RSSI from 59 (average) to 57 - which I thought would have little difference… but has made everything a LOT snappier.

Rich notifications work about 50% of the time - with the rest of the time they do not work - but after spending so much time on it I am happy just to check the history and live with the app not working as well as I would hope.