Stick up cam Elite has "poor connection" over PoE -- how?

I just installed a couple of Stick up cam Elites, using PoE. *Both* of them either can’t connect because the “connection is very weak”, and if it does connect, it says “Poor connection” at the top of the live view. How is this possible using Ethernet? I did select Ethernet during setup. I did *not* select WiFi.

Hey @ring-a-ding-dave! If you are absolutely certain the Cams are setup and connecting via PoE, this connection concern may be related to phone or app connection. Try uninstalling and reinstalling the app first, to ensure it is optimally integrated with your mobile device. If this concern persists, please test different mobile device settings such as wifi only, cellular data only, bluetooth disabled, and other apps in the background closed. Let me know how this goes! :slight_smile:

Thank you for your response! Is there a way to confirm that I really did press the right button in the app when I had to select Ethernet vs Wifi? I’m quite certain I had, but it doesn’t hurt to double check if that’s possible.

I’ll give your suggestions a try, though. Thank you. I’ll post up the results here later.

I’m having the same problem and I’ve tried everything. With just a few feet of ethernet cable plugged into my switch, the switch lights up indicating 100 Mb connection. Video quality is good. When moved to the 100’ ethernet cable suddenly it lights up only as a 10 Mb connection which is terrible. Video is very grainy and cuts out often. App indicates “poor connection.”

-Thought it was the connectors so crimped new ones on several times. Didn’t help.

-Figured it had to be the solid copper cat 5e line so ripped it all out and bought solid copper cat 6. Same problem. Crimped new connectors several times. Didn’t help.

-Carried laptop 10’ up the ladder to see what speed it would connect at. Switch indicated great connection of 1000 Mb. How can this connect at 1000 Mb so quickly but ring stick up cam can’t even get 100 Mb?

-Thought it must be a defective camera, brought a different one up and plugged it in. SAME PROBLEM

If you figure it out please post your solution! I’ll do the same.

I am having the exact same problem. I’ve set up 2 houses. One house has elite PoE cameras and the other has last years stick up cam with Ethernet. Both houses give me the weak connection pop up when loading the camera.

Sean, can you list some details of your setup. Do you have the individual POE injectors or are you using a switch with POE? Have you tried to hook a laptop up to the same ethernet cable to see what speed it connects at (10/100/1000)?

Mine is on a 100’ solid copper cat6 connected to a netgear POE switch. These Netgear switches are rock solid with any other device I’ve hooked up so I’d be shocked if it’s that causing the problem. Laptop hooked to the same cable / switch shows 1000 Mb connection.

Another user indicated he has 4 of them hooked up to individual Ring brand POE injectors and says his all work fine.

I have the same problem with my two stick up cams, 2nd Gen, POE. They are connecting at 100 Mbps over Ethernet, I can verify this from my smart switch. Video is good , but they report poor connection for a few seconds when Live view first comes up. Now when I look at the Device Health Report it tells me Wi-Fi signal strength is very poor to my cameras. Could this be a bug in the app? Perhaps the poor connection notification in Live View is measuring the wi-fi signal as the device health report is indicating. Since we are using Ethernet these may be not applicable.

I am using this switch for my house:

BV-Tech 18 Port PoE+ Switch (16 PoE+ Ports | 2 Gigabit Ethernet uplink) - 130W - 802.3at- POE-SW1602A https://www.amazon.ca/dp/B01MQHD54L/ref=cm_sw_r_cp_api_i_nccaEbDDV2MFT

I doubt it’s the speed. But I will test shortly.

Anybody find a solution to this? I installed 3 Stick-up Cams via POE in 2018, and didn’t have a problem until a handful of months ago when I started getting the “connection is very weak” / “poor connection” messages every time I opened up Live View. My cameras seem to ultimately work fine, and the messages disappear after several seconds, but it doesn’t make sense. I just added two more Stick Up Cam Elites to my setup (via POE), this week, and they’re behaving the same way. So it’s not just my specific cameras. And I just changed ISPs, and now have fiber internet service with 500Mbps up/down — and that had no effect. Ironically, the only camera in my setup that doesn’t give me these messages is my Doorbell Cam, which is the only camera I have that is connected via WiFi.

What’s the deal with this, Ring?

I suggest everyone send ring an email, or create a ticket with support and refer them to this thread. Every time I call, they ultimately want to blame my ISP. Which makes no sense. Especially when I also have cameras connected via wifi with no issue.

1 Like

Hi All -

I have running into the same issue here. I have recently installed a new Sick up Elite using POE. I have tried different cables, using both a Meraki switch that provided POE, as well as using the power injector that comes with the camera.

Has anyone found a resolution to this or a reason why there is a “poor connection”.

Unfortunately, I have not. I did call Ring on January 6, and spent quite a bit of time troubleshooting with their first-tier support. In the end, the rep told me she would escalate the issue to their advanced tech support and have them investigate. She said they would get back to me via e-mail, but could not give me a time frame. Two weeks later, and I haven’t heard a thing. I’ll follow up soon and post an update here if they tell me anything of note.

I’d suggest you and everyone else with this issue call Ring like I did and open a ticket (squeaky hinge and all).

Thanks for the update. It’s very strange that when I am outside my house (not on the WiFi) I do not get poor connection.

You’re luckier than me. I get it about 95+% of the time when going into live view, regardless of whether I’m connecting locally (i.e. I’m at home on the same network as the cameras) or remotely (via cell data or someone else’s wifi).

@jkmccon wrote:

You’re luckier than me. I get it about 95+% of the time when going into live view, regardless of whether I’m connecting locally (i.e. I’m at home on the same network as the cameras) or remotely (via cell data or someone else’s wifi).

I would have to test this but I suspect the phone app does not communitcate directly with the camera even when you are on the same local area network.

BTW, the “poor connection” indicator has seemed to go away for me in live veiw using the latest version of the app.

@bob_m10 wrote:

I would have to test this but I suspect the phone app does not communitcate directly with the camera even when you are on the same local area network.

Agree – this is my understanding, as well.

@bob_m10 wrote:

BTW, the “poor connection” indicator has seemed to go away for me in live veiw using the latest version of the app.

Of my six cameras, the problem seems to have been resolved on four of them (all three of my new Stick-up Cam Elites plus one of my three 2018 Stick-up Cams). But it’s still definitely a problem for two of my three 2018 PoE Stick-up Cams. The firmware is “up to date” on all of them, so no idea why those couple cameras are behaving differently.

@jkmccon wrote:

Of my six cameras, the problem seems to have been resolved on four of them (all three of my new Stick-up Cam Elites plus one of my three 2018 Stick-up Cams). But it’s still definitely a problem for two of my three 2018 PoE Stick-up Cams. The firmware is “up to date” on all of them, so no idea why those couple cameras are behaving differently.

I posted in an earlier post, that “poor connection” may only measure Wi-Fi even if you are connected via Ethernet. So perhaps you have poor Wi-Fi to those two cameras but since you are on Ethernet this is a false positive. This is only a guess on my part.

@bob_m10 wrote:

I posted in an earlier post, that “poor connection” may only measure Wi-Fi even if you are connected via Ethernet. So perhaps you have poor Wi-Fi to those two cameras but since you are on Ethernet this is a false positive. This is only a guess on my part.

Possible, I suppose. But I consistently had the problem with all six cameras for months until just recently. So I doubt those two particular cameras would have any weaker wifi signal than the others. And the kicker is that I have a very powerful Ubiquiti wireless access point outside my home on my back patio… you can pretty much walk around the whole house and not drop below 2/3 wifi bars on your phone. And one of the two cameras that is still affected is only about 12 feet from that access point, so its wifi signal would be plenty strong (if I was using it).

Ultimately, I think we can all agree that this is a software problem. All my new Stick-up Cam Elites are working fine, now. How the problem got resolved on only 1 of 3 of my 2018 PoE Stick-up Cams is beyond me, but hopefully Ring is working on it. They refuse to provide any information on the status of this problem, whether its a known issue, etc. But at least they’re making progress, I guess.

@jkmccon wrote:

@bob_m10 wrote:

I posted in an earlier post, that “poor connection” may only measure Wi-Fi even if you are connected via Ethernet. So perhaps you have poor Wi-Fi to those two cameras but since you are on Ethernet this is a false positive. This is only a guess on my part.

Possible, I suppose. But I consistently had the problem with all six cameras for months until just recently. So I doubt those two particular cameras would have any weaker wifi signal than the others. And the kicker is that I have a very powerful Ubiquiti wireless access point outside my home on my back patio… you can pretty much walk around the whole house and not drop below 2/3 wifi bars on your phone. And one of the two cameras that is still affected is only about 12 feet from that access point, so its wifi signal would be plenty strong (if I was using it).

Ultimately, I think we can all agree that this is a software problem. All my new Stick-up Cam Elites are working fine, now. How the problem got resolved on only 1 of 3 of my 2018 PoE Stick-up Cams is beyond me, but hopefully Ring is working on it. They refuse to provide any information on the status of this problem, whether its a known issue, etc. But at least they’re making progress, I guess.

I agree with you on the above, must be software. You have probably seen this in the APP but you can get get Device Health Report (Device settings, Device Health) which specifically mentions Wi-fi in the report. Mine always says poor. :slight_smile:

I too am using Ubiquiti AP’s for my Wi-Fi, good stuff, although PoE for the cameras.

1 Like

I initially posted this thread in the app subform . but I’ve had over the past maybe 36 hours every camerca in my home, whether 2.4ghz or 5ghz or wired PoE steadfastly refuse to send live video to the IOS app.

None of the wireless cameras sees a signal less than -60dbm. The 5ghz see -55 or better all the time, the wired speaks for itself. Without detailing my entire network–that’s not the problem.

I can be on the WLAN with the thing, getting hundreds of meg/sec out/inbound to anything. But the ring app for the past few days would suggest that the connection is too weak almost 100% of the time to connect to the camera. It’ll hit the wired one every so often.

Put the phone on LTE? Same thing. It’s either the firmware or the app or the backend, and I’m wondering if someone at ring can tell me if something pretty dramatically changed in this regard really, really lately?