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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

How many video examples do you need to see/hear Marley?  Just getting some acknowledgement of what appears to be a widespread issue would go a long way towards keeping Ring customers....not sure if you are with Ring or if just a moderator, but it is abundantly obvious that we are dealing with a hardware and/or software issue.  Ring wants us to jump through all these troubleshooting hoops (which we are doing) but there are no solutions forthcoming or any suggestion that Ring is working on a fix.  So, expect some bad reviews and more returned devices.....When you have a product with known problems, it's always best to get out ahead of it.....Ring has done too little, too late for me.....

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New Neighbor

Re: White noise when in night vision mode

I have the exact same issue. Verbatim noise.  Daytime fine, night time not.  

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New Neighbor

Re: White noise when in night vision mode

Same issue. We install the Ring doorbell 2 about 4 days ago. Perfect during the day and screeches in night vision. We spent 4 hours yesterday trouble shooting.. resetting to factory, removing battery, etc etc. Opened a chat with Ring and they took at least 3-4 minutes for each response, my cell phone ended up dying. They pretend like they have no idea what we’re talking about even though this is a known and widespread issue. What is your solution, RING????
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New Neighbor

Re: White noise when in night vision mode

I’ve just taken a call from a Ring customer service rep who told me that the Product Team have identified an issue with a number of Ring 2 devices causing the noise in nightvision mode. He also said a fix would be likely released via firmware update in February.
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New Neighbor

Re: White noise when in night vision mode

Man I sure hope you are right and they have a solution for us.
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New Neighbor

Re: White noise when in night vision mode

I don't know if a firmware will fix this issue only because the noise can be heard from the unit if you put it to your ear. But maybe and hopefully they can.

I got my first replacement unit in and the first thing I noticed is it was a refurbished unit. So before I even tested it, I wasn't having high expectations that it was going to work and I wasn't all that happy that they sent me a refurbished unit to replace the brand new one that I had just bought. But I was willing to give that a pass if the refurbished replacement unit worked.

Well it didn't work. I called customer support again and even though I was frustrated, I try not to take it out on the support reps, in any industry, but I do have to say, that it makes a big difference when you talk to a support rep that is extremely nice, that listens to you and wants to help find a resolution as quickly as possible. This makes it much easier not to be as aggravated as I would be otherwise.

I hope I was able to put some spotlight on this forum and this specific issue too with his help. He pulled up this forum and added the link to the notes on my account, which is something the last rep I spoke with didn't do. He told me that he is going to create a ticket interally and send this issue with a link to this forum to the team who handles this stuff.

Hopefully the 3rd unit, that is now on it's way, will be the one. And a shout out to the representative, Ivan, that I spoke with who was awesome.

The other thing I would suggest is to anyone who is having this problem but haven't posted an example on this forum, this may be the time to do so. If they do take a deeper look into this issue and this forum i would think the more proof of the same exact noise from many differnt people might help along with some of the other things people suggested.
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New Neighbor

Re: White noise when in night vision mode

After speaking with Michelle from Ring, they are definite aware of the problem and it has supposedly been sent to their developers. They’ve sent a new unit to me that they’ve said has been tested. I will keep everyone posted.
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New Neighbor

Re: White noise when in night vision mode

This is my night vision.  Really wonderful Smiley Frustrated   You can tell I'm bald and wear glasses

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New Neighbor

Re: White noise when in night vision mode

     I fitted my device a week ago and have just come across this thread. I don’t get many night visitors and thus have not listened to the night audio much before but my doorbell does exhibit similar noises.  I’ve just carried out some audio tests and while the noise sounds high with no outside activity, if speech sound is detected the speech is audible and clear, with the unusual noise much reduced, however, it does comes back once the speech is stopped.  This is a typical example of an AGC function in an audio system, fast attack to reduce the gain, thus preventing audio distortion, followed by a slow increase in the system gain once no sound is detected. The ambient sound pressure leveIs at night are always a lot less than daytime levels (unless you’re unfortunate enough to live by a busy road), so I suspect the maximum gain setting for the AGC algorithm is set too high, so it detects noises emanating from within the device itself when the ambient night-time noise level is very low. Why some doorbells are more affected than others, when moving to night mode, may well be a batch production issue but reducing the maximum audio gain should remove the annoying night-time noise: something a firmware upgrade should resolve.  I hope this gives what, I believe, may be a reasonable explanation of the issue and thus why a firmware upgrade should resolve the problem.

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New Neighbor

Re: White noise when in night vision mode

This was the noise from the replacement refurbished unit:
https://ring.com/share/6780788319929407843
This was tested inside before I even tried to put outside. I think the inside part was obvious after viewing but anyways my orginal one sounded a little better then this one. Same noise though.

When speaking the audio gain does go down and goes up when quiet but but the white noise or the noise made from the actual unit can still be heard very clearly and annoyingly.

I have friends and family with the same doorbell 2 and they dont have any hint of this noise and cant hear anything when putting ear up to unit.

Hopefully a fix either way will be available.
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