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Stick-up Cam Battery takes multiple attempts to load live video

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New Neighbor

Stick-up Cam Battery takes multiple attempts to load live video

I have a Stick-Up Cam Battery and it always takes 2-3 attempts to connect to the camera for Live View. Every time I try to access it from any of my devices:

 

1) wheel spins for "activating device" until it times out and says "Live View Ended Reconnect"

2) click Reconnect and it comes back immediately with "Streaming Error"

3) click Reconnect and it will finally load after a few seconds.

 

I just found about and installed the Rapid Ring app and the camera doesn't load at all, I have tried multiple times. All my other cameras load immediately.

 

The Stick-Up Cam is up-to-date and it doesn't matter if the battery is fully charged or almost depleted.

 

None of my other wired cameras (Pro Doorbell, Spotlight Cam, Floodlight Cam and Indoor Cam) have this problem, the live view opens almost immediately.

 

Any suggestions or is this just how it is with a battery-powered camera?

 

Thanks!
iain

Video Doorbell Pro, Floodlight Cam, Spotlight Cam Mount, Stick-Up Cam Battery, Indoor Cam (wired), Alarm
17 REPLIES 17
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Community Manager

Re: Stick-up Cam Battery takes multiple attempts to load live video

Hey @iain_b. When you attempt to connect to the live view, does it indicate that the device or your phone is having a poor connection? You can check that while referencing our help article here. If it's having a poor connection on the device, please check out our Community post to take a look over your RSSI and Device Health page. Alternatively, if it's a phone's  poor connection, I recommend to remove the Ring App, reboot your phone and then reinstall the Ring app to see if that helps!

 



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New Neighbor

Re: Stick-up Cam Battery takes multiple attempts to load live video

Hi Chelsea!

 

No it does not, I've never seen that poor connection error on the screen. I have very good WiFi coverage in my home and have a gigabit fiber internet connection (FiOS). This happens both at home on my own WiFi and when I'm out of the house and connecting over LTE. 

 

Also, the camera has a good connection to the Ring internal network. From the Device Health page for the camera it has a Signal Strength of RSSI -38 and is in the green. The Device Health Report says it has a "clean bill of health".

 

This has been going on since I installed the camera 4 months ago. I had an older iPhone 7 Plus when I installed the camera and now have an iPhone XS Max. The camera has always done this, it also effects me wife's iPhone X, and my brand new iPad 7th gen.

 

I want to re-iterate, I have 4 other cameras that are all wired and none of them exhibit this behaviour. They all open instantly. It makes me wonder if the battery-powered devices have some sort of power-save mode that keeps them from firing up on the first attempt.

 

Thanks!
iain

Video Doorbell Pro, Floodlight Cam, Spotlight Cam Mount, Stick-Up Cam Battery, Indoor Cam (wired), Alarm
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New Neighbor

Re: Stick-up Cam Battery takes multiple attempts to load live video

Following up on this. 

I have also installed the Rapid Ring app and the camera won't load live view at all. 

Should I perform a factory reset on the camera?

 

Video Doorbell Pro, Floodlight Cam, Spotlight Cam Mount, Stick-Up Cam Battery, Indoor Cam (wired), Alarm
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Community Manager

Re: Stick-up Cam Battery takes multiple attempts to load live video

@iain_b Hey again! Before performing a factory reset on the camera, I recommend to reach out to our support team at 1-800-656-1918 for further troubleshooting! They will be able to help steer you in the correct direction to get the live view up and running. Please let us know what they say as it may help other neighbors in the Community in the future! 



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New Neighbor

Re: Stick-up Cam Battery takes multiple attempts to load live video

Same issue. Strong signal, brand new camera. Set it up just hours ago and already not working as intended. I'm wishing I never got involved with Ring for anything. Three products and all are just garbage. 

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New Neighbor

Re: Stick-up Cam Battery takes multiple attempts to load live video

I have the same issue that live view doesn’t work. If I try live view 2 or 3 times, allowing the app to timeout then live view will work. This is happening on all 3 stickup battery cameras. I do not have any wired cameras
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New Neighbor

Re: Stick-up Cam Battery takes multiple attempts to load live video

I'm having the same issues. The stick up cam worked. Then stopped. After unplugging and restarting, it worked for a few hours yesterday. Today, it's not working again. Everything else on my SmartThings hub is working. Maybe I need a remote plug so I can keep rebooting the stick up cam remotely. Or I can just return this. It's been awful. RSSI is -24.

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New Neighbor

Re: Stick-up Cam Battery takes multiple attempts to load live video

still not fixed.   

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New Neighbor

Re: Stick-up Cam Battery takes multiple attempts to load live video

Hi, 

Just wondering if resolved this? I am having same issue. Thanks.