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TA

The-ambroses

Video freezes for a couple of seconds on every recording
troubleshooting
cs-support
video-quality
Hi, my recordings are freezing shortly after the start and then resume again a couple of seconds later. Is this a hardware fault with my doorbell, or a software glitch? It happens on every recording at the same time so is not related to the WiFi connection. The sound also seems to continue uninterrupted. Example below: https://ring.com/share/b7cb9bc3-aaa1-4792-829b-ba1f5d956061

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22-09-2023 02:45:44

Responses (3)

J

Justin_Ring

Hi @The-ambroses. Try the following steps to try and help resolve your concern: - [Reboot your Doorbell using the Ring app](https://support.ring.com/hc/en-us/articles/7438395032980-Rebooting-your-Video-Doorbell-or-Security-Camera). - Reboot your router by shutting it down for a few seconds and then powering it back on. - Verfiy that your Doorbell has a [good signal strength](https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229). We also have this Help Center [article](https://support.ring.com/hc/en-us/articles/360023556192-Fixing-Poor-Audio-Video-Quality-by-Adjusting-Your-Router) with other troubleshooting steps to try. If you have tried these steps and are still having the same concern, give our [support team](https://support.ring.com/hc/en-gb/articles/213608406) a call for further assistance.

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25-09-2023 06:16:17

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U

user77624

My Ring Video Doorbell Pro 2 does this exact same thing. None of my other Ring cameras do this, just the doorbell. At about the 6 second mark, the video freezes for about 1 - 2 seconds, audio continues uninterrupted, and then video resumes. It’s not my wifi signal (RSSI -34 currently), rebooting/restarting doesn’t help. Voltage is perfect. Even tried replacing the doorbell itself and it still does the exact same thing. It has to be server-side or a software issue.

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20-02-2024 06:41:44

J

Justin_Ring

Hi @user77624. If you have tried the steps mentioned in the solution and are still having the same concern, give our support team a call for further assistance.

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21-02-2024 05:36:34

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S

system

This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

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22-03-2024 05:36:51

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