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Stick up cam Elite has "poor connection" over PoE -- how?

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?

Hi All -

I have running into the same issue here.  I have recently installed a new Sick up Elite using POE.  I have tried different cables, using both a Meraki switch that provided POE, as well as using the power injector that comes with the camera.  

 

Has anyone found a resolution to this  or a reason why there is a "poor connection".

 

 

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?

Unfortunately, I have not.  I did call Ring on January 6, and spent quite a bit of time troubleshooting with their first-tier support.  In the end, the rep told me she would escalate the issue to their advanced tech support and have them investigate.  She said they would get back to me via e-mail, but could not give me a time frame.  Two weeks later, and I haven't heard a thing.  I'll follow up soon and post an update here if they tell me anything of note.

 

I'd suggest you and everyone else with this issue call Ring like I did and open a ticket (squeaky hinge and all).  

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?

Thanks for the update. It’s very strange that when I am outside my house (not on the WiFi) I do not get poor connection.
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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?

You're luckier than me.  I get it about 95+% of the time when going into live view, regardless of whether I'm connecting locally (i.e. I'm at home on the same network as the cameras) or remotely (via cell data or someone else's wifi).

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?


@jkmccon wrote:

You're luckier than me.  I get it about 95+% of the time when going into live view, regardless of whether I'm connecting locally (i.e. I'm at home on the same network as the cameras) or remotely (via cell data or someone else's wifi).


I would have to test this but I suspect the phone app does not communitcate directly with the camera even when you are on the same local area network.      

 

BTW, the "poor connection"  indicator has seemed to go away for me in live veiw using the latest version of the app.  

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?


@bob_m10 wrote:

 

I would have to test this but I suspect the phone app does not communitcate directly with the camera even when you are on the same local area network.      

Agree -- this is my understanding, as well.

 


@bob_m10 wrote:

BTW, the "poor connection"  indicator has seemed to go away for me in live veiw using the latest version of the app.  


Of my six cameras, the problem seems to have been resolved on four of them (all three of my new Stick-up Cam Elites plus one of my three 2018  Stick-up Cams).  But it's still definitely a problem for two of my three 2018 PoE Stick-up Cams.  The firmware is "up to date" on all of them, so no idea why those couple cameras are behaving differently.

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?


@jkmccon wrote:

Of my six cameras, the problem seems to have been resolved on four of them (all three of my new Stick-up Cam Elites plus one of my three 2018  Stick-up Cams).  But it's still definitely a problem for two of my three 2018 PoE Stick-up Cams.  The firmware is "up to date" on all of them, so no idea why those couple cameras are behaving differently.


I posted in an earlier post, that "poor connection" may only measure Wi-Fi even if you are connected via Ethernet.  So perhaps you have poor Wi-Fi to those two cameras  but since you are on Ethernet this is a false positive.   This is only a guess on my part.  

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?


@bob_m10 wrote:

 

I posted in an earlier post, that "poor connection" may only measure Wi-Fi even if you are connected via Ethernet.  So perhaps you have poor Wi-Fi to those two cameras  but since you are on Ethernet this is a false positive.   This is only a guess on my part.  

Possible, I suppose.  But I consistently had the problem with all six cameras for months until just recently.  So I doubt those two particular cameras would have any weaker wifi signal than the others.  And the kicker is that I have a very powerful Ubiquiti wireless access point outside  my home on my back patio... you can pretty much walk around the whole house and not drop below 2/3 wifi bars on your phone.  And one of the two cameras that is still affected is only about 12 feet from that access point, so its wifi signal would be plenty strong (if I was using it).

 

Ultimately, I think we can all agree that this is a software problem.  All my new Stick-up Cam Elites are working fine, now.  How the problem got resolved on only 1 of 3 of my 2018 PoE Stick-up Cams is beyond me, but hopefully Ring is working on it.  They refuse to provide any information on the status of this problem, whether its a known issue, etc.  But at least they're making progress, I guess.

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?


@jkmccon wrote:

@bob_m10 wrote:

 

I posted in an earlier post, that "poor connection" may only measure Wi-Fi even if you are connected via Ethernet.  So perhaps you have poor Wi-Fi to those two cameras  but since you are on Ethernet this is a false positive.   This is only a guess on my part.  

Possible, I suppose.  But I consistently had the problem with all six cameras for months until just recently.  So I doubt those two particular cameras would have any weaker wifi signal than the others.  And the kicker is that I have a very powerful Ubiquiti wireless access point outside  my home on my back patio... you can pretty much walk around the whole house and not drop below 2/3 wifi bars on your phone.  And one of the two cameras that is still affected is only about 12 feet from that access point, so its wifi signal would be plenty strong (if I was using it).

 

Ultimately, I think we can all agree that this is a software problem.  All my new Stick-up Cam Elites are working fine, now.  How the problem got resolved on only 1 of 3 of my 2018 PoE Stick-up Cams is beyond me, but hopefully Ring is working on it.  They refuse to provide any information on the status of this problem, whether its a known issue, etc.  But at least they're making progress, I guess.


I agree with you on the above, must be software.  You have probably seen this in the APP but you can get get Device Health Report  (Device settings, Device Health) which specifically mentions Wi-fi in the report. Mine always says poor. Smiley Happy     

 

I too am using Ubiquiti  AP's for my Wi-Fi, good stuff, although  PoE for the cameras.   

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New Neighbor

Re: Stick up cam Elite has "poor connection" over PoE -- how?

I initially posted this thread in the app subform . but I've had over the past maybe 36 hours every camerca in my home, whether 2.4ghz or 5ghz or wired PoE steadfastly refuse to send live video to the IOS app.

 

None of the wireless cameras sees a signal less than -60dbm.  The 5ghz see -55 or better all the time, the wired speaks for itself.  Without detailing my entire network--that's not the problem.

 

I can be on the WLAN with the thing, getting hundreds of meg/sec out/inbound to anything. But the ring app for the past few days would suggest that the connection is too weak almost 100% of the time to connect to the camera.  It'll hit the wired one every so often.  

 

Put the phone on LTE?  Same thing.  It's either the firmware or the app or the backend, and I'm wondering if someone at ring can tell me if something pretty dramatically changed in this regard really, really lately?