Responses (5)

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daviesjim

I'm having the same issue with my stick up cam, was working since May when I purchased it and now won't record and I can't access live feed. I've performed the set up on the camera again, restarted router etc. It's a wired stick up cam and I also have a battery for backup. I'd like to return it, I don't have time to diagnose this or wait on a phone line for technical support.

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26-08-2020 23:28:55

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Boone

> @daviesjim wrote: > > I'm having the same issue with my stick up cam, was working since May when I purchased it and now won't record and I can't access live feed. I've performed the set up on the camera again, restarted router etc. It's a wired stick up cam and I also have a battery for backup. > > I'd like to return it, I don't have time to diagnose this or wait on a phone line for technical support. @daviesjim , It could be a broken camera, but what you are describing sounds like a Wi-Fi issue. Since it worked before, something probably changed to affect your Wi-Fi (adding more Wi-Fi equipment or new interference issues. It's a wired Stick-up cam, but you have a battery back-up? I don't understand that. I mean if you lose house power, and lose Plug-in power to your cam, then it's likely you also lost your Wi-Fi router too. And if you lose Wi-Fi, it doesn't really matter that your cam has a battery, because your "alive" camera cannot communicate with a "dead" router anyways. If you like to return it, you would still have to contact Ring support by phone (same telephone number to get diagnostic support): [https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch) [https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19](https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19) But back to Wi-Fi issues. You can also read my post in this link about Wi-Fi issues and possibble stuff you can do to improve your Wi-Fi: [https://community.ring.com/t5/Video-Doorbells/Inconsistency/m-p/54195#M17980](https://community.ring.com/t5/Video-Doorbells/Inconsistency/m-p/54195#M17980) and here too: [https://support.ring.com/hc/en-us/articles/360020044511-How-to-Make-Wifi-Work-For-You](https://support.ring.com/hc/en-us/articles/360020044511-How-to-Make-Wifi-Work-For-You) [https://support.ring.com/hc/en-us/articles/360023556192-Fixing-Poor-Audio-Video-Quality-by-Adjusting-Your-Router](https://support.ring.com/hc/en-us/articles/360023556192-Fixing-Poor-Audio-Video-Quality-by-Adjusting-Your-Router) I hope you find this information helpful :)

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27-08-2020 03:07:34

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restets
I'm having a similar problem. My camera is only working intermittently. It's just a week old. It's a solar powered battery stick up model.
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03-12-2022 23:37:56
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Caitlyn_Ring
Hi @restets. I'd like to clarify that your Stick Up Camera will only record when motion is detected, it will not record continuously. When you say it is intermittently not working, can you please provide some additional details on which aspect is not working? If you're concerned with the motion detection, have you tested this out by triggering a test event to see if you receive a motion alert? Most motion detection concerns can be resolved by making adjustments to the [motion settings](https://support.ring.com/hc/en-us/articles/210243483-Utilizing-Motion-Zones-with-your-Ring-Devices), as it can take some trial and error to find a combination that works best with your home.
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05-12-2022 18:44:40
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restets
An example would be I walk down the driveway (where the camera is aimed). It will record that. I walk out of the detection range for a minute or so and then return. This time no recording.
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05-12-2022 20:49:26
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Caitlyn_Ring

@restets After your Camera detects motion, it will take a brief moment to process the recording from the motion event that just occurred. Additionally, you can adjust the [Motion Frequency](https://support.ring.com/hc/en-us/articles/115003477106-Understanding-and-Optimizing-Motion-Detection-with-Motion-Frequency) setting under Motion Settings > Advanced Settings to control how often your device checks for motion. Changing this will affect the battery life.

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06-12-2022 21:25:07

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restets

How long of a delay is there to process the motion event just detected before it is ready to detect motion again?

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07-12-2022 19:28:16

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Caitlyn_Ring

@restets There is no exact time frame. Various factors, such as wifi strength and the length of the recorded event, can affect the time it takes for a video to process and be available to view in the Event History. With repeated back-to-back motions, your Camera will have to process each recording after it is complete. I'd recommend adjusting the [Motion Frequency](https://support.ring.com/hc/en-us/articles/115003477106-Understanding-and-Optimizing-Motion-Detection-with-Motion-Frequency) setting and your [motion settings](https://support.ring.com/hc/en-us/articles/210243483-Utilizing-Motion-Zones-with-your-Ring-Devices) to ensure everything is set up to your liking. If you have any lingering or persistent concerns with the performance of your Camera after reviewing your settings, you can give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406) for one-on-one assistance. If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.

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08-12-2022 17:18:18