Question: I recently received a notification on my mobile of a motion alert or that someone had triggered my Ring. When I opened my Ring app to view the event I got a blurry screen along with a message that the app was having trouble connecting to the Ring device. Why is this happening and is there something I can do to help avoid this message?
Answer: Yes. Receiving this error means that there's a problem in the data transfer between your Ring device and the app. As a result your Ring app is unable to display the video image from your Ring's camera. The three most common causes of this problem are the following:
- A poor connection between your mobile device and the internet
- Slow internet upload and download speeds
- A poor connection between your Ring device and your router.
Poor connection between your mobile device and the internet
The first thing you should check when receiving this error is the connection between your mobile device and the internet. Are you getting a strong signal on your phone? If not, can you connect to a Wi-Fi network to strengthen your signal?
Assuming that your mobile device is getting a good signal from the internet, you may want to check out your internet speed.
Slow internet upload and download speeds
"Internet speed" in this context is the measure of how fast your wireless network uploads and downloads data. If either or both of those functions are too slow, your Ring app won't be able to display the video image from your Ring device's camera. That's why it's important to test your internet speed in the area around your Ring device.
To test your internet speed, do the following:
- Bring your mobile device to the area where your Ring device is installed.
- Open a Web browser on your mobile device and go to ring.com/speed.
- Click on the Start button in the center of the gauge to start the test.
- After the test is done, look at the small table under the gauge. The green number in the first column is the download speed. The blue number in the second column is the upload speed.
As a general rule, most Ring devices function best when upload and download speeds are around 2 Mbps or greater. If your speeds are much slower than that, you might try moving your router closer to your Ring device or (if necessary) calling your internet service provider to discuss getting faster internet speeds.
Poor connection between your router and your Ring device
If your internet speeds are good, you may still have an issue with the strength of the signal between your router and the Ring device. Signal strength is just as important as speed when it comes to transmitting a video image from your Ring device to your Ring app.
To check the strength of your Wi-Fi signal, do the following:
- Open your Ring app.
- Select the Ring device you would like to test.
- Tap on the Device Health tile.
- On the Device Health page, look at your Signal Strength under the Network section.
If your signal is poor or very poor, this can be caused by the distance between the router and your Ring product, the layout of your home, or the materials in your walls.