cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Thank you for your patience! Community is back up and running. Please flag a Moderator if you experience any issues while posting. Thank you :)

Android app errors vs ios (Ipad) no errors

Highlighted
New Neighbor

Android app errors vs ios (Ipad) no errors

Both of our android phones receive errors when accessing an alert or a live view but our Ipad does not.   When alerted, or just trying to access a live view, our android phones receive a notice that the device is offline (which it is not  since the Ipad or laptop will display correctly at the exact same time).  Android phones are up to date for both operating system and the last update received for the Ring App was Sept. 16 (the day the problem started).   How can this be resolved?  UPDATE:  laptop results in a black screen after saying connected.

1 REPLY 1
Highlighted
New Neighbor II

Re: Android app errors vs ios (Ipad) no errors


@Shazam20 wrote:

Both of our android phones receive errors when accessing an alert or a live view but our Ipad does not.   When alerted, or just trying to access a live view, our android phones receive a notice that the device is offline (which it is not  since the Ipad or laptop will display correctly at the exact same time).  Android phones are up to date for both operating system and the last update received for the Ring App was Sept. 16 (the day the problem started).   How can this be resolved?  UPDATE:  laptop results in a black screen after saying connected.


Hello @Shazam20  ,

 

It sounds like the device that you are trying to access is barely maintaining its Wi-Fi connection.  Check the "Device Health" page for the RSSI value.  Values over - 60+ is not good.  Video/audio data streams requires a good connection, even though the device itself is still holding onto the router.  Therefore your androids can't access it properly.  I suspect this because the "Black Screen" on the laptop is a symptom of poor Wi-Fi data connection.  Here's a link with potential solutions:

 

https://support.ring.com/hc/en-us/articles/360023439472-Fixing-Black-Video-Errors-by-Adjusting-Your-...

 

You need to somehow fix your Wi-Fi issue, which might mean using a Wi-Fi repeater or something like the Chime Pro repeater. 

 

If you still are having issues, you should telephone Ring Support for help:

 

https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch

 

Unfortunately, due to the Covid-19, their available hours have been changed also:

https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19

 

I hope this helps you   Smiley Happy