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Ring 2 audio problems

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New Neighbor

Ring 2 audio problems

We installed two Ring 2 doorbells this weekend.  We are having the same issues on both.  Video is great but sound is not.  We hear the person at the doorbell fine (95% of the time) but it's very hard to hear the person indoors from the doorbell.  At first we had horrible feedback.  The person indoors would talk and it would continue to repeat.  Customer service had us do many things including resetting.  Now the volume is too low and it breaks up, sometimes on both ends, mostly from the person indoors.  When we have customer service as a shared user, we can hear both ends fine.  We added a friend as a shared user and we could hear him from the doorbell fine.  It seems like it would be our phone but we don't know how to fix it.  Also my phone works even worse than my husband's even though they were purchased it the same time, it's the same brand and all settings are the same.  We have Samsung Galaxy 8 Pluses. 

94 REPLIES 94
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Community Manager

Re: Ring 2 audio problems

HI @palolake, thank you for sharing your experience with the Community! Would you be open to including a Ring video share link here so we can see an example of the audio concern you are experiencing? 

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New Neighbor

Re: Ring 2 audio problems

Not yet. They think it may be our internet. Seems we have a new problem every day.  We'll see what tomorrow brings 😕

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New Neighbor

Re: Ring 2 audio problems

I have exact the same issues as described above!

New Ring Door View Cam - very less doorbell speaker volume not suitable for daily use!

 

Maqy I guess that you use a Samsung mobile?

If yes, proceed!!

 

The clue is: My problem startet after activating the new "event timeline viewer" in the app. Before the audio at the door cam was much louder.

 

This seems to be a samsung specific problem, and there exists at least on temporary solution (which imprives the speaker volume  a lot, but not as much as it should be).

 

see here in the samsung forums they are discussing the issue here: 

https://us.community.samsung.com/t5/Galaxy-S10/Ring-doorbell-speaker-volume-very-low-if-answered-rin...

 

The fix is on the bottom of page 3 and following.

This audio problem is due to how samsung handles the microphone processing, and a change RING did with introducing the "event history timeline" feature. turn this new feature off in the RING app and the audio is much improved!!

 

I think whats going on is the following:

ring app uses different microphone API (or audio interface) settings if you are using the app with or without the timeline viewer. with the viewer, some of the newer Samsung phones have problems in microphone processing, maybe due to the two mics for noise cancellation. The "old" RING interface uses an other method of getting the phones microphone input as the new RING rinterface will do.

 

So the problem relates to RING and Samsung. They both would be able to fix it. Samsung has to work on the noise cancellation, RING app has to be redesigned to use the same audio method as before the new "timeline event viewer".

 

Hope this helps, as to figure that out was very stressfull to me, and at least I'm glad that it is not hardeware related and there is a temporary "improvement-fix" (as even with this method the sound is less loud than using a iphone or any other brand, and you lose the comfort of the new timline viewer...)!

 

A method to check: even on the video recordings the own voice is very low, after disabling the timeline-event viewer the sound in the videos would much improve... This is the proof that the problem comes from the mobile stream which the app delivers!

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New Neighbor

Re: Ring 2 audio problems

Thanks.  That's interesting.  We spoke with 4 different tech support people and 3 of them had us turn off the event timeline viewer.  So it must be an issue.

I think we also have a WIFI problem.  We have high speed internet but have so many things running off WIFI. (phones, echos, computer, smart plugs, printer, tablets, etc.)  We hooked up the Chime Pro extender and that may have helped also.  It's so frustrating to set something up correctly and yet it doesn't work.  Seems like that happens every time to us Smiley Happy

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New Neighbor

Re: Ring 2 audio problems

Thanks for commenting!

 

I'm almost sure the above is the reasion for the troubles people with Samsung mobiles and Ring doorbells experience at the moment. 

 

Conclusion for ring-engineers:

Ring app uses a different method for obtaining microphone sigal depending on mode.

 

With timeline-event-feature turned ON: Samsung noise reduction (it has to be a "newer" Samsung model, and use two mics)  inteferes heavily with microphone signal, so it is very silent or not understandable due to loud noise in the signal.

With temeline-event-feature turned OFF: Microphone signal is ok, although it is still less loud than on other mobile phones as source.

 

Only Ring and/or Samsung could provide a fix for this issue. Ring has to change/repair the new event-timeline-feature to use the "old microphone source".

And maybe Samsung could fix their microphone audio processing interface which ring app uses to make it acceptable in terms of signal quality. The noise reduction using both mics definitely does not work as it should!!

 

@Ring: Please provide a fix for that soon!

 

I'm sure Ring is aware of the problem, as the Samsung forum stated that ring support now tells the people to turn off the time-line-feature:

https://us.community.samsung.com/t5/Galaxy-S10/Ring-doorbell-speaker-volume-very-low-if-answered-rin...

 

@palolake:

a better WIFI signal is never a bad thing, althoug this would not fix our problems. I also have 20+ devices in my WIFI-network, plus 2 neighbors using my guest-network. For sure a better signal makes a better connection to our doorbell. So a bad signal would make the original problem even worse...

I understand your frustration, and I'm also hoping that there would be a fix from either Samsung or Ring real soon...

 

Best regards from Vienna,

Markus

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Community Manager

Re: Ring 2 audio problems

Hi @palolake  and @ML1504, thank you for sharing your experience  with us here in the Community. Can you both please try deleting and re-adding the Ring app and let me know if you notice any changes with the Timeline Feature turned on. 

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New Neighbor

Re: Ring 2 audio problems

Hi Riley,

 

Sorry, I did not see your post here in this thread as well. 

I answered your question to deinstall/reinstall the app in this thread: https://community.ring.com/t5/Video-Doorbells/ring-doorbell-2-community/td-p/105/page/2

 

I am now on the latest Android app, and the behavior of the app stays the same: When timeline event feature is turned on, the microphone recording from a lot of Samsung phones is unusable. When timeline feature is turned off, the mic recording again is way better!!

If you talk to an app engineer, I'm sure there are different methods of mic recording used, depending on timeline feature turned off or on. If they would use the "old" method with the timeline feature turned on too, I think that should solve the problem!

 

Best regards, Markus

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New Neighbor

Re: Ring 2 audio problems

We are having the same issues with our S10 especially with the feedback while talking outside through the doorbell. Hearing our own voice feedback is horrible. Also while inside talking using our S10 phones the volume is very low for the person outside to hear. Any advice will be greatly appreciated. We just bought this 2 days ago and we've been very frustrated. It doesn't do this on iPads or S7s. We've read other fourms and tried all suggestions including turning off history timeline.
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Community Manager

Re: Ring 2 audio problems

Hi @Levelline . As discussed previously in this thread, disabling the timeline feature in the app seems to improve audio for most. We have the team working to resolve this as we speak, feel free to let us know any other observations you have related to this.



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