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Stick Up Cam keeps going offline

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New Neighbor

Stick Up Cam keeps going offline

My Stick Up Cam keeps dropping off of WiFi. I'm looking for ideas for improving its ability to stay connected.

My Ring video doorbell drops offline every once in a while, but the Stick Up Cam is much worse. It works fine at first, but within a few days, it's offline again. I reconnect, and the cycle repeats. It's a pain in the neck to reconnect it every few days, and to lose functionality that often.

It can still drop offline when it has plenty of charge.

Our house has a U-shaped layout, with a gated fence closing off the U. The doorbell is on the gate, looking outward. The Stick Up Cam is on the inner side of the fence, looking back at the house. Our WiFi access point is in the central section of the house, roughly 30' from the gate. I added a Chime Pro in one wing, in hopes of improving connectivity. I connect the doorbell and the Stick Up Cam to the Chime Pro network. The Chime Pro is 15' away from the Stick Up Cam, but that hasn't helped. The Stick Up Cam is 32" closer to the Chime Pro than the doorbell is. If distance or a barrier is the problem, the Stick Up Cam should have fewer problems than the doorbell. The Chime Pro stays online consistently.

The pat answer, of course, is to move the Stick Up Cam somewhere else, but that would reduce the view the camera has of the courtyard area. There's a tree and whatnot, so not all potential mount points have the same view.

Is this a faulty Stick Up Cam? A product design flaw? Are there other ways to improve its ability to stay connected, short of sacrificing its view by moving it?

18 REPLIES 18
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Community Manager

Re: Stick Up Cam keeps going offline

Hi @JimB58. Have you tried reaching out to our support team on this? My first suggestion, if you were up for it, is to get another Chime Pro, as each Ring device should have their own Chime Pro is there are events of one device falling offline when connected to another device's Chime Pro network. Although, I could see your need for wanting to double check on the device first, so please reach out to our support team here to troubleshooting your Stick Up Cam. They will be able to take a deeper look into your device to see why it keeps falling offline and the best course of action from there! 



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

Re: Stick Up Cam keeps going offline

Did you find a solution to this? I’m having the exact same issue with my battery stick up cam! I have a ring doorbell and spotlight cam that are both connected to my home WiFi and they rarely go offline. The stickup cam is closer to the router than the other two cams and yet it drops continuously. How does this get fixed?
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New Neighbor II

Re: Stick Up Cam keeps going offline

Hi,

 

Multiple people are having the same issue with stickup cam gen 3. Best thing would be to call support so they can escalate to engineering team.

 

If you have a look through the forum over the last 1-2 weeks, you'll find the other posts.

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New Neighbor

Re: Stick Up Cam keeps going offline

I contacted them by email a couple of months ago, and got an autoreply about the difficulties of providing support during the pandemic. I tried an online chat just now, and got an automatic response: "Unfortunately, device troubleshooting and first time setup are temporarily unavailable in Chat."

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New Neighbor II

Re: Stick Up Cam keeps going offline

I've called them over the last couple of months and they normally answer within a few minutes.

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New Neighbor

Re: Stick Up Cam keeps going offline

I've called as well and worked with multiple people. None of them have been able to resolve the problem. It's super frustrating. 

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New Neighbor

Re: Stick Up Cam keeps going offline

Same issue here and same response

I had an issue with a ring doorbell 2 and although it took ages to get support they eventually replaced my device
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New Neighbor

Re: Stick Up Cam keeps going offline

This is really horrible advise.

First, it does not address the key problem at all. The device continuously drops off line.

Second, the "go to" fix always seems to be reboot your router or do you have a good wifi signal. In other words it's a problem with your location not the device even though as you can see a great number of customers are having the same issue.

Third, there was a prvious problem with battery levels even with the wired cameras that lasted for weeks if not months.

Support is terrible.

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New Neighbor II

Re: Stick Up Cam keeps going offline

After a 40 minute call, support were still suspecting my network was the issue. Despite me mentioning the other devices never had this problem and that numerous other people have the same issue with stickup cam gen 3.

 

I have again sent them numerous links from the community.