Video Freezes

The video freezes during playback. Extremely annoying and makes the video/door bell worthless. RSSI is 31.

2 Likes

Hi @Hondo, could you please attach a video share link of the video that you are referencing to? Being able to see how this freeze is will help the neighbors in the Community understand what is happening for you and be able to give you proper suggestions. Hope to hear back soon!

Here is one of them…

[https://ring.com/share/6785583784059422814](https://ring.com/share/6785583784059422814)

Hi @Hondo, thanks so much for sharing that! Normally when the Doorbell is caught having a freezing video it means that there is some possible video packet loss. This just means that you will have to try two things to see if it improves the experience.

First, try giving your Doorbell a soft reset by pressing down and holding the setup button for 30 seconds. After that, the Doorbell will reset and then on the next few motion alerts or ding alerts it should not have a freezing video. If this persists, simply reboot your router by unplugging it from power for a couple minutes and then plugging it back up. Monitor it from there and let me know if it helps with improvement!

This after trying both of your suggestions -

[https://ring.com/share/6785686579806685278](https://ring.com/share/6785686579806685278)

I tried both suggestions and the video still freezes. Any other suggestions before I return this device?

@Hondo Thanks for reporting back to me and including that link. It definitely looks like it is still freezing up for a long time. I apologize that you are still trying to reach a resolution for this. My best advice for more in-depth troubleshooting on your device would be to give our support team a call here. They can look more into this for you to figure out the root cause of this. Please let me know what they were able to do for you, hoping for the best! :slight_smile:

Horrible experience with Ring Support. After an hour on the phone they told me to buy a Ring Chime Pro to extend my wifi and that “might” help. I’m not spending any more money on something that “might” help. This thing is going back to where I bought it!

I appreciate you trying to help - thank you.

1 Like

What model is yours? I have the Doorbell 3 and it does the same thing.

I have the doorbell pro and mine freezes up also. Definitely do not waste the money.

I’ve had the ring for about 2 years. Same problem since the beginning. During playback the video starts normal after a couple of seconds it freezes , after another couple of seconds it continues and so on throughout the whole time. It is extreemely annoying and makes it having a ring camera pointless. Does anyone know what causes this please ?

Mine does the same thing. The audio records, but the video frame freezes for a short time. Is it because I use a wireless connection?

In this video, you can hear the UPS driver drop the packages and then knock on my front door and walk off the porch. Can’t see it though.

https://ring.com/share/54da7024-67c2-481e-a280-2482639eb4ff

Me too, makes attempting to authorise delivery people to leave packages impossible, and makes any sort of security or long distance communication with knockers impossible too, not happy with this product, will be changing for a better company, I’ve heard good things about Simpli Safe and Swann

I have the Ring Pro and it’s been doing it since day one. Video will start, freeze but the sound is still recording, it’ll jump to video for 2 seconds and freeze again. No matter how many times I try to replay it, it’s evident that that’s how it was recorded. It’s very frustrating. Plus, when I try to answer a ring it takes forever to go live…minutes go by and I can’t connect. I have to go back to the video to see who it was, by that time they are gone. Waste of money.

Does Ring ever respond to these issues? I have the same issue of freezing video. A sample is attached. Video is from floodlight camera.

https://ring.com/share/1d02e043-95c2-4222-8099-e5ca428cf22e

1 Like

Mine is freezing too and skipping frames. Hard to say who is actually at my door?

Hi @Dobowman2020! Video connection concerns are often related to wifi, mobile device, or Ring app communication variables. The best first thing to check is your wifi signal strength, or RSSI, which can be found in the Device Health section of your Ring app. Check out our Community post about RSSI for tips on optimizing this signal strength.

Removing and reinstalling the Ring app is a quick way to ensure it is up to date and optimally integrated with your mobile device. On your mobile device, try testing video on wifi only, and then on data only, to see if either connection is more efficient. Please also ensure bluetooth and VPN is disabled. Feel free to let us know how this goes! :slight_smile:

I bought the Ring 3 battery two days ago, and am having the exact same problem as others in this thread. WiFi connection is strong, several resets of the doorbell and my router. Problem persists.

Not filling me with confidence that I’ve made the right choice of product…

I’m having choppy sound and picture freeze issues. Notifications are delayed and most of the time the person has left or walking away. I’ll never buy another ring product as I can’t seem to get an answer to fix this issue.

Hey neighbors! If the suggestions that Marley offered are not successful in resolving your concern, it would be best for you to reach out to our support team for more advanced troubleshooting steps. 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. :slight_smile: