Spotlight Cam Live view works but not motion or snapshots

About 2 or 3 weeks ago my camera started showing black video for motion recordings and it stopped doing any snapshots. Live video usually will connect but sometimes even that doesn’t work. I figured it was something with my wifi so I purchased a Chime Pro this week. RSSI on the Chime is -36 and the Cam is -44 and still not recording Snapshots and motion recordings are black. I’ve rebooted my router a million times and nothing changes. Download is about 40-70mbps and upload is about 15-30mbps. My internet plan speed is 300mbps with Comcast Xfinity.

Had the same problem about 4 months ago and Ring replaced my camera. I can’t believe that another cam has gone bad in less than 6 months. $250 for a cam that lasts less than 6 months isn’t acceptable - only had they cam installed since February.

Any other suggestions?

Hi @Tsiawd. Thank you for sharing details on what steps you’ve taken so far. Since this concern has happened on both the original device and the replacement, it’s possible that you may need to adjust some settings on your router to ensure an optimal connection for your Ring Camera. I’d suggest taking a look at this Help Center Article which addresses fixing black video errors by changing some settings on your router.

If that doesn’t resolve your concern, please follow up with our support team at one of the numbers available here. Given that this concern is persisting on a replacement device, following up with support may be your best bet so they can take a deeper look at this. 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. :slight_smile:

Ended up calling support today. They claim there is nothing wrong with the camera so it must be my network. But now, after their attempted troubleshooting, my camera intermittently flashes blue and white. If I try connecting to live view it flashes blue and white. If there is motion it flashes blue and white. Just sitting there doing nothing it flashes blue and white. The only thing that improved was that it’s now capturing the snapshots but I can’t live view anymore.

So frustrated with this thing. I still think it’s the camera and I think the firmware is corrupted but no amount of resetting is working.

Hi @Tsiawd. Chiming in for Caitlyn here. If your Spotlight cam is flashing blue and white constantly, there is something wrong. Blue and white flashing lights are an indication of a failed setup. Please contact our support team, as this will likely need to be replaced.

Thank you Tom.
I called support at the end of last week and they don’t think it’s that camera. If I use my phone hotspot the camera seems to work ok, but as soon as I reconnect to my home WiFi (xfinity), then it works for 5 minutes and goes back to blinking blue and white.
I just upgraded my internet to gig speed and I’m waiting for the new equipment so we’ll see if anything changes after Thursday.

Thank you for helping - I would also have assumed the camera had a bad update or setup is actually failing but I’ll try the internet change as suggested first and then see what happens.

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Hey @Tsiawd. Thanks for the update! Be sure to let us know if the changes in internet help!

Unfortunately nothing changed and now I can’t get the camera to connect at all. As soon as I enter my network password it just flashes blue and white. Does that using home network, the chime, and phone hotspot.

Hey @Tsiawd. If you’re still having this concern, I would reach out to our support team. Their information can be found in the post from Caitlyn.

Thank you. I did talk to them again and they are replacing the camera.

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Hi @Tsiawd. Great to hear that our support team was able to resolve this for you! :smiley: