Ring Devices - Audio and Video Troubleshooting

Purpose

Use this procedure when a customer experiences audio, video, recording, Live View, playback, color, brightness, or sound issues with a Ring device.

Customer Symptoms

Customer reports:

• Live View not loading
• Recorded events not loading
• Poor video quality
• Poor audio quality
• Missing recordings
• No sound during Live View
• Two-Way Talk not working
• Video appears upside down
• Dark video
• Washed-out video
• Glare or reflection issues
• Missing Event History recordings

Verify Live View Settings

1. Open the Ring app.
2. Select Devices.
3. Select the affected device.
4. Open Device Settings.
5. Select Video Settings.
6. Verify Live View is enabled.

Verify End-to-End Encryption

If End-to-End Encryption is enabled:

• Use the same mobile device originally used during encryption setup.
• Verify encryption settings are functioning correctly.

Network Performance Checks

Verify Wi-Fi Signal Strength

1. Open Device Health.
2. Review signal strength.
3. Improve signal quality if needed.

Verify Internet Speed

1. Run an internet speed test.
2. Confirm upload and download speeds meet Ring requirements.
3. Improve network performance if necessary.

Restart Network Equipment

1. Unplug modem and router.
2. Wait 30 seconds.
3. Restore power.
4. Test Live View again.

Multiple Router Environments

Multiple routers may create connectivity issues.

Recommended solutions:

• Use a single router.
• Configure bridge mode if multiple routers are required.

Mobile Device Troubleshooting

Restart Mobile Device

1. Power off the phone or tablet.
2. Wait 30 seconds.
3. Restart the device.
4. Test Ring again.

Disable VPN Services

1. Disable any active VPN connection.
2. Test Live View and recordings again.

Update Ring App

1. Verify the Ring app is updated.
2. Install available updates.
3. Restart the app.

Device Recovery

Factory Reset or Power Cycle

If the device cannot connect properly:

1. Perform a power cycle.
2. Perform a factory reset if necessary.
3. Complete setup again.
4. Verify connectivity.

Video Orientation Issues

Video Appears Upside Down

1. Open Device Settings.
2. Select Video Settings.
3. Enable Rotate Video.
4. Verify orientation is corrected.

Missing Event History Recordings

Verify Subscription Status

1. Confirm an active Ring subscription exists.
2. Verify recordings occurred while the subscription was active.

Review Motion Settings

Adjust:

• Motion Zones
• Motion Sensitivity
• Motion Frequency

Verify the device is properly detecting activity.

Video Quality and Color Issues

Dark Video or Black-and-White Video

Possible causes:

• Night Vision activation
• Low-light conditions

Recommended actions:

• Increase available lighting.
• Reposition the device if necessary.
• Review Night Vision settings.

Nighttime Glare

Possible causes:

• Nearby walls
• Windows
• Reflections

Recommended actions:

• Reposition the device.
• Adjust viewing angle.
• Install a Wedge or Corner Kit if applicable.

Washed-Out or Overexposed Video

Recommended actions:

• Adjust camera angle.
• Reduce direct sunlight exposure.
• Enable HDR if supported.
• Reposition the device if needed.

Black Boxes in Video

Possible cause:

• Privacy Zones enabled

Recommended action:

• Review and adjust Privacy Zone settings.

Audio Troubleshooting

No Audio During Live View

1. Verify device volume is turned up.
2. Test using another mobile device.
3. Verify speaker functionality.

Microphone Permissions

1. Open mobile device settings.
2. Locate Ring app permissions.
3. Enable microphone access.
4. Restart the Ring app.

Enable Audio Streaming and Recording

1. Open Device Settings.
2. Select Privacy Settings.
3. Enable Audio Streaming and Recording.
4. Save changes.

Two-Way Talk Issues

1. Start Live View.
2. Verify microphone is enabled.
3. Verify speaker is enabled.
4. Remove any mute settings.
5. Test Two-Way Talk again.

Expected Outcome

The Ring device successfully records events, loads Live View, provides clear audio and video, maintains proper color and brightness levels, and supports normal Two-Way Talk functionality.