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White noise when in night vision mode

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New Neighbor

Re: White noise when in night vision mode

Here is what I got from Ring Support rather than acknowledge the problem (which is widespread) they send this long list.  Better if the identify the known issue and offer up a specific fix....:

My name is Jason and I am part of the Neighbor Outreach Team here at Ring. Thank you for taking the time to email us back, as we know that your time is valuable. I see you have some audio concerns with your Ring Video Doorbell 2. I certainly understand wanting the audio to be as clear as possible.

 

I am going to be providing some information and troubleshooting steps below. It is essential that you perform all tasks and provide all asked for information so we can come up with the best resolution. If doing one resolves the problem you can stop there. Otherwise, proceed to the next step and provide us with information on how things work with performing the said task.

 

1. If you have Bluetooth enabled, please turn that off and test the audio again.

 

2. Reboot your router by unplugging it for a minute and then powering on and testing again.

 

3. Test using multiple devices to speak to someone outside your home.

 

4. Power cycle your doorbell by removing the battery and then putting it back in.

 

5. Bring the device inside near your router and test there.

 

6. Setup a mobile hotspot on your phone, setup the doorbell to that and test the audio.

 

7. Factory reset the device. Please perform the following steps:

 

1. Remove the security screw from the bottom center of the Ring Video Doorbell 2 (RVD 2).

2. Remove the faceplate - Rest your fingers below the camera lens (on the front) and use your thumb to pull the center of the faceplate from the bottom of the device.

3. Press and hold the small black button beneath the camera lens for 30 seconds. The light on the doorbell should flash indicating a reset has been completed.

4. This will erase the current configuration so you will need to perform a new setup of the device through the app.

 

If the matter continues to remain after attempting all the above, I ask that you please share an event showing the matter occurring. You can find information about sharing videos at the following help link:  

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New Neighbor

Re: White noise when in night vision mode

Here is an example of this issue from my Ring2, not that it seems to be any different than anyone else's.
https://ring.com/share/6772358123752695906
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New Neighbor

Re: White noise when in night vision mode

This is rediculous.  That long troubleshooting list has absolutly nothing to do with this issue, it is just a cookie cutter flowchart to catch a few common issues and try to blame any other part of the system besides their device.  By the time most of us are posting on here we have already done all the basic troubleshooting and have a tier 2 or tier 3 level expertise.   Like I posted earlier, I have video of the device switching between day and night mode mid recording and the noise starts immediately.  This means it can really only be a couple things, all of them hardware related.  My money is on some kind of leakage from the ir led drivers being picked up by the microphone circuitry.  I wonder if this is causing the 2 way audio issue too, as both my units have that issue as well.  Also, since many of us have this issue, but many devices have been sold without complaint, I would be willing to bet it was a bad batch of a particular part from a suplier making an entire manufacturing run defective and likely any unit on the shelf currently defective, but ring will never admit to that.  I am about ready to send back my second device within the return window, I don't think I will attempt a third.

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New Neighbor

Re: White noise when in night vision mode

Same here, same exact problem with my new Doorbell 2. Ring should take responsibility for this. Poor product = loss of customers.
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New Neighbor

Re: White noise when in night vision mode

I Agree.  It is some kind of feedback when the IR LED come on.  It is a electronic humm kind of similar to picking up an electrical line humm through a speaker.  They could put a electronic filter in the circuit somewhere to block this frequency from feeding back through the microphone.  It is even possible that this may be the transformer from the doorbell that it is picking up.  Although why it only sounds when the camera switches over to night mode is a little puzzling.  It may be the night mode hardware/circuit that is releasing the feedback from the transformers.  I do not know, but way to many people have this same issue for it not to be a hardware problem. 

 
They obviously will not acknowledge this because they would have to replace a bunch of hardware to those customers affected by the defective devices.  It seems like they want to make the customer jump through hoops and then return the item to replace it. The replacement does not fix the problem because the same defect is in the replacements.
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New Neighbor

Re: White noise when in night vision mode

I have same problem with my Ring doorbell 2. Mine was replaced by Support and of course the issue is still present.

Question is if this is a software or hardware problem?

Ring Doorbell 2 has been on the market for quite some time already - and this issue seems to be relatively new.

So I'm wondering if this could be due to some bad hardware part that is being used in recent production line?

Admitting this by Ring would cause them to loose a lot of money as they would need to fix production line and replace bad items for free.

For now it's best to avoid Doorbell 2.

Perhaps Door View Cam doesn't have this problem.

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New Neighbor

Re: White noise when in night vision mode

 


@N8dawg31 wrote:
Here is an example of this issue from my Ring2, not that it seems to be any different than anyone else's.
https://ring.com/share/6772358123752695906

It's exactly the same on my Ring2. I got mine unit from European supplier. 

I'm wondering if this is hardware or software issue.

If it's a software issue than I guess it can be fixed but the question is whether Ring is aware of it.

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New Neighbor

Re: White noise when in night vision mode

Add another person to the list with the same exact issue. Purchased during the black Friday/Cyber Monday sales. Ring Doorbell 2. Not hard wired. Only using the battery. Wifi good. Brand new installation. I am pretty tech savvy person.
It only happens in night mode, like others. Day time recordings are clear, like others.

Here is a link to a recorded:
https://ring.com/share/6773480329987822150

I think that this is the best thing to do. Keep posting examples of the same issue happening to multiple people. Try to get this specific issue out to those with the same problem so they can post too and when people call support they should refer to this thread or ticket to keep them on topic.

I really hope Ring pays attention to this specific thread. I'm sure there are many others with this problem but they think its normal or they can't find this thread or they are looking at noise related issues in general.

I'm hoping this can be resolved with a firmware update.

Besides that Merry Christmas, Happy Hanukkah and if you don't celebrate either Happy Holdays...
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New Neighbor

Re: White noise when in night vision mode

Yup, that's the sound I get during night recordings too. 

 

Hello Ring?  Are you hearing what we're hearing at all?

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New Neighbor

Re: White noise when in night vision mode

I just purchased the ring door bell 2. I've had it installed for a couple of days. During the night vision mode you can hear the noise/hum. I also noticed if you go listen to the ring door bell it makes a high pitch sound while in night vision mode.

I hear hum/noise while using note 9, galaxy 10 plus, and echo 2nd gen. I also can hear it by physically putting my ear up to the ring door bell.

Can others confirm they hear the same noise by putting your ear up to the doorbell?
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