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Live View not working

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New Neighbor

Live View not working

My live view suddenly stopped working today in the app for both my devices (spotlight cam and stick-up). Wi-fi and router are fine. Health on both devices is fine. The live view works on my husband's phone (Galaxy S10). My phone is a Galaxy Note 10-5G. 

 

The thumbnails in the app update and I can view the videos, just not live view. When I try to open the live view, I get a half blue circle that freezes on the screen where the live view would be (but it's black now) and occasionally, I get an error message that the app isn't responding. I've also tried uninstalling and reinstalling the app (three times - once I restarted after uninstalling). 

 

Is there anything else I can try? 

32 REPLIES 32
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Community Manager

Re: Live View not working

Hey @AbbeyB! It sounds like you've covered all the best troubleshooting steps for this, thank you for these details. As one of the Samsung phones operates as intended, the best next steps would be to explore differences on your mobile device.

Testing video on wifi only, and then on data only, will confirm which connection is best for your phone. Some other things to try are:

  • Disabling Bluetooth, VPN, Hotspots.
  • Closing other apps in the background. 
  • Ensuring the data plan on your device allows for video streaming. 
  • Removing or disabling any security, booster, or cleaner apps that might interfere.
  • Checking for any phone updates.

Let us know how this goes! Smiley Happy 



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New Neighbor

Re: Live View not working

Hello Marley!

 

I called Ring Community Support and the rep had me reset my network connection, which fixed whatever issue the app was having on my phone.

 

I wanted to circle back with the issue in case anyone else has the same problem.

 

Thank you!!!

Abbey

 

P.S. You have EXCELLENT phone support, BTW.

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New Neighbor

Re: Live View not working

I have the same problem but the solution did not fix the problem.  Live view stopped working yesterday.  I tried a different network (2.4 vs 5G) but neither works. When I go to live view, I get a half blue circle that locks up my phone.  No live view.  I tried it over the cell network with the same result.  

 

I don't know what is meant when Marley says the help desk helped her "reset her network".  My live view is still not working. 

 

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New Neighbor

Re: Live View not working

@sbsidaho,

You're right, my issue is back. I guess I'm going to have to call support again. 

 

If you find a solution, would you mind circling back to let me know?

 

Thanks so much!

 


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New Neighbor

Re: Live View not working

@AbbyB @sbsidaho

Yes I certainly will.  And would love it if you would do the same.

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New Neighbor

Re: Live View not working

Disabeling bluetooth allows live view to be visible.  As soon as bluetooth is back on, live view doesn't work.  I recently had a Samsung update, so this may be related.  I've never had the problem before, but it is exactly as you described in your first post.  This doesn't seem a great permanent solution, since my bluetooth is always on, but it disabling it, does allow live view on my Samsung Note 10+. 

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New Neighbor

Re: Live View not working

Wow. Yeah, that worked for me too. Thanks for that workaround. There's also an app called Rapid Ring that the most recent rep had me download and use. It's just basically Live View in a different app.  

 

I did the Speedtest on the Note and the download speeds were MISERABLE (below 10 Mbps), so there must be something with the new update that screws up download with Bluetooth on. 

 

Thanks for your update. Hopefully, there will be an update from Samsung soon to fix this issue.

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New Neighbor

Re: Live View not working

This just started happening to me just received a update yesterday from Verizon for my Samsung Note Plus 10 5G this is not acceptable to have to turn bluetooth on and off to see my live view I have a Samsung watch and is bluetooth connect all the time and should not have to turn off bluetooth to get live video to work ring needs to get this fixed or moving to nest or Google
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New Neighbor

Re: Live View not working

And thanks to you for the tip on Rapid Ring.  I downloaded that app and it works! Which although not ideal to have to use two apps, at least a workaround.  Since this all seems related to the Samsung update we all downloaded, I hope someone in the Samsung or Ring world will clear it up, sooner rather than later.

 

thanks for the tip...a little improvement at a time I guess is still progress...