VDP - Audio has loud background hiss

Hello,

I have 4 Ring camera products. 2 Stick Up Cams, a Floodlight Cam and a Video Doorbell Pro. The first VDP I had died after 2 hours, but after a 40 minute call with Ring Support, they diagnosed a replacement was required, which I got within 4 days (good service!).

However, I have noticed with the VDP that there is a constant audio sound being recorded, a hiss or hum. Not to the point where it prevents all sound being heard, but it is quite loud. This sound is not picked up on any of my other three cameras.

I am using the Ring transformer connected to my mains electricity supply (terminals 5&6), completely replacing my existing doorbell. There is then a run of cat5 cable from the transformer to the VDP (this was previously used by my previous doorbell to activate the chime). Terminal 1 of the Ring Transformer is connected to the bypass kit. The output of the bypass kit goes to one terminal of the VDP. Terminal 4 of the transformer goes to the other terminal on the VDP.

I can’t attach a zip, the files are too big! The next two links are recorded from the same event (a fox in the garden). The VDP has the background noise, the Stick Up Cam does not.

Stick Up Cam link: https://ring.com/share/3d7bc751-40fb-4bc7-879f-f9384c5e15d8

Video Doorbell Pro link: https://ring.com/share/bc6b671b-9e62-497e-8b3e-b4dd3e5e46c3

Is this background noise normal behaviour for the VDP?

Is there anything I can do to make it go away?

The sound appears if the videos are viewing on a PC, an iPad or a Samsung S10. I have deleted all app data from iPad and Android and reinstalled the apps, leaving settings at defaults.

Just thinking. I re-used the exisiting wiring that the builders put between the transformer and the Video Doorbell Pro. It’s only ethernet cable, so 24 AWG at best. Could this be causing the issues with the buzzing sound?

Going to try a short run of cable between the transformer and doorbell inside the house to see if that makes the problem go away.

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After a call yesterday with L1 and L2 support, they’ve diagnosed it faulty and ordered a replacement. Meanwhile, I have bypassed the ethernet cable my builders left me that ran from the transformer to the doorbell and replaced it with some 18 AWG twin core cable instead. Open circuit voltage at the doorbell end is reading a solid 32 V.

Fingers crossed this is third time lucky, because I really like the Ring products!

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Hi @Fat_Jez. Great to hear that our support team was able to assist! The gauge of the ethernet cable is most likely to thin, so good thinking on swapping that out. Be sure to update us when you get your new Ring Pro!

Hi Tom, good to hear from you.

The replacement arrived today and I have fitted it. I swapped the doorbell, transformer and bypass kit v2. The wiring is now 18AWG in diameter throughout.

Unfortunately, this one has the same issue. I tried moving anything I have electrical away from the location of the doorbell (which was just the chime, plugged in behind the door), but this made no difference. For what it’s worth, both the Video Doorbell Pro and the Spotlight Camera are connected to the same electrical circuit (the one that powers my downstairs lights). Only the VDP shows this issue, the Floodlight Cam does not have the background hiss or static sound.

I don’t know whether this means it is normal behaviour or if there is a problem with some from the same production run?

With it sounding more like white noise, I don’t think it is electrical interference, which tends to be more of a buzz. Basically, I have changed everything except the wiring in my house, but I think there are limits (joke).

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Hey @Fat_Jez. To be honest, I’m at a bit of a loss! This is extremely odd to have the same issue with your new Ring Pro. The only thing I can think of is the Microphone on the Ring Pro is so sensitive, it’s picking up the dead air, causing it sound like white noise. This is only speculation, as I’m just trying to think out of the box here. If the support team sent you an email, I’d reach out to see if they to see if they can follow up with this. If not, call the support team to see if the can ping the agent you were previously working with. Whatever the case may be, I’m sure our support team will be able to get to the bottom of this for you.

HI Tom, thanks for the reply. It did cross my mind as to whether the microphone on the doorbell is more sensitve the on the other cameras. It is, after all, the only one intended for a two way conversation with people!

Not sure I can use the email address I was give, as it said the ticket would be closed within 24 hours, but I will give it a go.

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Your second line team have “forwarded your feedback about how our Ring Pro handles audio to our back end team.”

I’m not sure if that means that the back end team will investigate or whether it’s just for their information.

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Hi @Fat_Jez. Thank you for checking back in. If the second level support has passed this on, it means that the developers and engineers will be taking a look at this concern and seeing if they can improve, or change the way it works to perform better. It will take time, but hopefully this can get resolved. In the meantime, if you have anymore concerns, do hesitate to ask!

Thanks for clarifying, Tom.

I played one last roll of the dice today and bought an official Ring Plug-In Transformer from Amazon and connected the VDP to it indoors. Unfortunately, there is no improvement to the background noise.

As such, I am discounting the wiring circuit the VDP is connected to as a source of the noise. As I tested the VDP indoors, it cannot be picking up background noise from outside either.

I did find another, different neighbour who has the same issue and who has shared a video on youtube, if this helps? https://www.youtube.com/watch?v=0HGaOumcUYw

In other words, I am not the only neighbour with this problem! This also, in my opinion, rules out electrical or background noise, as he is at a different location to me.

Hi @Fat_Jez. Thank you for the update. I’ve also noticed this on my Ring Pro. This is something I can pass on to the appropriate team and see what we can do about this.

This sound is IDENTICAL to the issue I have. I raised it within Ring and spoke with several people before they basically told me it’s working as it should and that’s that. I will follow with great interest whether this can be rectified.

Hi Tom. Has there been any update on this?

I have the same issue with a Ring Doorbell Wired. I actually bought two. I am using it indoors to monitor our cat flap (long story). Anyway, my device had the constant hissing sound both in live view and recorded. I contacted the support line, and the very helpful chap concluded that it must be a faulty unit and kindly arranged for a replacement. Great. Meanwhile I tried swapping with my second device. It was exactly the same, so I wasn’t holding out too much hope for the replacement. Sure enough, unfortunately, the replacement was exactly the same. I’m not sure where to go next with this. Dutifully, I’m thinking this ought to be made ‘public’ because there appears to be a general systematic failure/quality issue?
@Ring Support - please comment. Thanks.

For what it’s worth, I also have a Ring Video Doorbell (2020 Release) mounted outside (front door), and while there is a very slight hiss, it’s far less and quite tolerable.

Sorry to hear about this concern persisting for you, @MikeyT! Great call on reaching out to the support team, as they will be the best to handle this. As you’ve worked with them prior to receive replacements, they will be happy to assist further and even escalate your case to the appropriate teams.

As this is a public neighbor to neighbor Community forum, our support team does not monitor this platform. Us Community team members and neighbors throughout the Community are happy to provide suggestions and guidance, but more in-depth troubleshooting of a specific concern will be best resolved with support. Please give our support team a call at one of the numbers available here. 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.