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No live view and stuck on activating device

SOLVED
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New Neighbor

No live view and stuck on activating device

It's been months since the live view worked on my ring doorbell. RSI is fine and has good connection with the device, however every time I try live view, a black screen  with activating device comes up and nothing will happen. I've tried resetting it multiple times to no avail.

1 ACCEPTED SOLUTION

Accepted Solutions
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Community Manager

Re: No live view and stuck on activating device

Hey @kyle_s. Live View is normally affected from a poor wifi connection, reduction in upload speeds (or download, but upload is more common with Live View, and upload is normally much less than download available from your ISP if you do a speed test), low battery on the device, a high RSSI value, interference from the router, or the wifi connection in the home being used elsewhere (kids, family, friends or roommate using the internet or working from home). If you are experiencing more concerns than just Live View, you can try the steps, but it may be best handled with our support team if your device is not functioning as it should. Below I will list out all possible options you can try! I've collected this from other neighbors and my own personal experience. Smiley Happy 

 

Some neighbors have found relief to this concern by doing the following to their network:

  • Switching networks for the device, whether this is from 2.4 Ghz to 5.0 Ghz (if possible for device/network to connect to)
  • Switching from connection to a router to a mesh system/Chime Pro/extenders and vice versa
  • Rebooting your router, ensuring that all ports and protocols are opened for the Ring devices
  • Ensuring you have proper speeds. Lots of neighbors during this time have noticed slower speeds because of the current conditions and changes to at home life
  • Disabling any VPNs

Some neighbors have found relief in this concern by doing the following to their Ring device:

  • Completely reset the device by pressing and holding the setup button for 30 seconds
  • Removing the device (after saving any recordings you may need) and then re-setting the device up
  • Testing Live View with device next to the router
  • Ensuring device is fully charged
  • Looking at Device Health and confirming RSSI is in acceptable range

Some neighbors have found relief in this concern by doing the following to their app:

  • Disabling VPNs on the phone
  • Removing the app, rebooting phone, reinstalling the Ring app
  • Trying the Rapid Ring app
  • Connecting to the app on wifi or mobile data only (testing whichever connection is not your normal)
  • Updating app/OS software on phone

 

Please note that if you do not feel comfortable enough preforming any of these troubleshooting steps to see if you can get your Live View working again, you can always contact our support team directly. They can take a look into your account and device to determine what is really going on, and what factor may be at play here. Please feel free to come back to this thread and post your solutions that you have found for Live View! For 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. 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.



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View solution in original post

19 REPLIES 19
Highlighted
Community Manager

Re: No live view and stuck on activating device

Hey @kyle_s. Live View is normally affected from a poor wifi connection, reduction in upload speeds (or download, but upload is more common with Live View, and upload is normally much less than download available from your ISP if you do a speed test), low battery on the device, a high RSSI value, interference from the router, or the wifi connection in the home being used elsewhere (kids, family, friends or roommate using the internet or working from home). If you are experiencing more concerns than just Live View, you can try the steps, but it may be best handled with our support team if your device is not functioning as it should. Below I will list out all possible options you can try! I've collected this from other neighbors and my own personal experience. Smiley Happy 

 

Some neighbors have found relief to this concern by doing the following to their network:

  • Switching networks for the device, whether this is from 2.4 Ghz to 5.0 Ghz (if possible for device/network to connect to)
  • Switching from connection to a router to a mesh system/Chime Pro/extenders and vice versa
  • Rebooting your router, ensuring that all ports and protocols are opened for the Ring devices
  • Ensuring you have proper speeds. Lots of neighbors during this time have noticed slower speeds because of the current conditions and changes to at home life
  • Disabling any VPNs

Some neighbors have found relief in this concern by doing the following to their Ring device:

  • Completely reset the device by pressing and holding the setup button for 30 seconds
  • Removing the device (after saving any recordings you may need) and then re-setting the device up
  • Testing Live View with device next to the router
  • Ensuring device is fully charged
  • Looking at Device Health and confirming RSSI is in acceptable range

Some neighbors have found relief in this concern by doing the following to their app:

  • Disabling VPNs on the phone
  • Removing the app, rebooting phone, reinstalling the Ring app
  • Trying the Rapid Ring app
  • Connecting to the app on wifi or mobile data only (testing whichever connection is not your normal)
  • Updating app/OS software on phone

 

Please note that if you do not feel comfortable enough preforming any of these troubleshooting steps to see if you can get your Live View working again, you can always contact our support team directly. They can take a look into your account and device to determine what is really going on, and what factor may be at play here. Please feel free to come back to this thread and post your solutions that you have found for Live View! For 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. 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.



Like my answer? Accept it as a solution (click on the 'Accepted Solution' button next to reply). Learn more about the Community, here.

View solution in original post

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New Neighbor

Re: No live view and stuck on activating device

Are you using an iOS device or android? 

Highlighted
New Neighbor

Re: No live view and stuck on activating device

I am using iOS.

Highlighted
New Neighbor

Re: No live view and stuck on activating device

Same here. I am hearng it's a transcribe issue, can't help unless your at the device. Packet loss (whatever that means)  My screen door (really, you mean the same door that's been there for a year without issue) blah blah blah.... 

 

Seriously, I got this so I can monitor whats happening when I am NOT home. Totally WASTE OF MONEY. They have gone so far down hill since they started.  I am BEYOND frustrated.

 

There's good and bad to Ring right???? I see so many neighborhood issues I want to check in more frequently, but can't.  Maybe not knowing what's happening is better?  Smiley Sad

 

Seriously considering cancelling the service. 

Highlighted
New Neighbor

Re: No live view and stuck on activating device

Same here. I am hearng it's a transcribe issue, can't help unless your at the device. Packet loss (whatever that means)  My screen door (really, you mean the same door that's been there for a year without issue)

 

Seriously, I got this so I can monitor whats happening when I am NOT home. Totally WASTE OF MONEY. They have gone so far down hill since they started.  I am BEYOND frustrated.

 

There's good and bad to Ring right???? I see so many neighborhood issues I want to check in more frequently, but can't.  Maybe not knowing what's happening is better?

 

Seriously considering cancelling the service. 

Highlighted
New Neighbor

Re: No live view and stuck on activating device

Ring: you guys need to address this issue with the live view......this is defeating the purpose of having a video doorbell if you can't view....PLEASE FIX THIS ISSUE

Highlighted
New Neighbor

Re: No live view and stuck on activating device

I am having the same issues with this device. Any help?
Highlighted
New Neighbor

Re: No live view and stuck on activating device

Same problem on ios. Thinking of starting a class action lawsuit. Sick of the constant issues this device does not work as advertised and the bs excuses are not the problem. The problem is their system is junk and they refuse to fix it.
Highlighted
New Neighbor

Re: No live view and stuck on activating device

Same problem. IoS Ring app not loading Live View. Stuck on "Activating Device..." Also a lot more periods where it says "This footage is unavailable." I don't get it. Totally defeating the purpose. I was considering buying more Ring products but not likely after this.