Video doorbell pro recording issue

Hi There,

I have some ring products in my home, the first few years it worked perfect, but the last time not :frowning:

The problem is that there are periods (minutes, hours, days) the doorbell doesnt record the motion so there is a gap from several hours where he nothing detects. But i live on a very busy street, 24/7 cars drive by.

Als he detects and records motions but can’t play them, i can reconize them because they dont have an arrow on the right (see screenshot).

Also the problem sometimes i miss doorbells or i cant answer a doorbell, he keeps loading or says timedout.

My internet connection is 1000mbps down and 50mbps up and stable (when i speedtest i always get above speeds).

The doorbell is 4 meter away from the router and there are no walls in between.

Is tried with another router.

Ring sended me a chime pro so i can connect it with the chime pro.

Nothing helps, but in the app he always says the connection is good (green).

Ring also replaced the doorbell for a brand new one.

The only thing i can think is that are to many motions and it crashes. I turned the sensitivity to the lowest and draw a motion zone only on the sidewalk (not the street). It looks more stable bit still all the above issue’s.

Someone the same issue? Tips/suggestions?

With kind regards,

Buck Baggen

Hi @user27999. The first thing to check when you’re experiencing performance issues with recordings or Live View is the RSSI. The RSSI is a measure of your Doorbell’s wifi signal strength, which you can learn more about here. Intermittent wifi interruptions can cause events to not be properly detected and recorded.

After verifying that your Doorbell is receiving a strong wifi signal, the next step is to check your settings to ensure everything is set to your preferences. Make sure you do not have motion detection disabled within the Modes settings. I’d also recommend checking your Smart Alerts, which can affect whether or not you receive notifications or recordings for motion events. Lowering the sensitivity was a good step as well, since it seems you have motion detection alerts very frequently.

If this concern persists after reviewing the RSSI and all of your motion settings, please give our support team a call at one of the numbers available here. Our support team can look over your account and Doorbell in more depth and provide more advanced troubleshooting assistance If you are outside of the US, please visit here to see how to contact support.