Ring camera not connecting on 5g

[misterp83]

Hi, 

I have a question about ring cameras and doorbell cameras. I had a Samsung S10 for 2 years and recently upgraded to the S21 Ultra on 5g. 

The problem I'm having is the cameras at my house will no longer connect to live view when using mobile data. It worked fine for the entire time I had the S10 on 4g, but since upgrading my phones its not connecting. 

Switch the WiFi on and it connects right away, connect to WiFi away from the house and it connects no problem. Checked using an iPhone on the o2 network and on 4g connected faster than WiFi.

I dont understand why since upgrading to 5g and a new phone the system no longer allows live view. Has anyone found the reason yet? Thank you for your help in advance.

[bristolian]

Hi @misterp83 

I'd imagine your phone has an option to disable 5G and lock to 3G/4G or somesuch - this can vary but there should be something similar.

Have you tried testing with this? I can't think of any reason why 5G (or indeed any radio technology) should cause this, but it would be useful to elininate it by using 3G or 4G instead.

Can you use other mobile data functions on the same phone?

[misterp83]

Hi @bristolian 

I have locked it to 4g and that made no difference. I've just tried using a colleagues S20 5g and it connected fine. It's purely this phone that's not connecting to live view. 

While trying to activate the cameras, it loads and saves the video to the timeline. Just doesn't open it there and then. I just don't get it

[James_B]

Hi @misterp83,

Welcome to the EE Community. 🙂

Do any of the suggestions in this conversation from the Ring community help?

James

[misterp83]

Good morning @James_B 

I have the data saver turned off. I have deleted the app. Cleared the cache. Reset both cameras. Changed my WiFi router settings at home. The RSSI on the cameras is green and low 50s, better than it has been. Allowed every permission I can find. I dont know what else to try

[James_B]

Hi @misterp83,

I'd recommend posting your question in the Ring Community to see if they can offer any further tips for you to try.

Please keep us updated.

James

[misterp83]

Good evening @James_B 

I have found on a Samsung message board, there are users in the US with the same issue on the S21 Ultra. 

There is another Ring app called Rapid Ring, that allows access to the cameras without all the other settings or timeline. It's linked to the main Ring App so you can change things if needs be.

This does work it has meant I can respond to notifications or the doorbell. However it doesn't solve the problem in the main app. It also suggests it might be linked to the software and this model phone. 

[SwooshZA]

I think from what ring have said, it may have something to do with "network unlocked" phones and users on 3 and ee ... try switching to 2g/3g rather than 4g/lte. Hope this information helps... I'm struggling too!

Good luck!

[Mayank]

Hi @SwooshZA@misterp83 

I managed to get ring Live view working on the main app by modifying few security settings on my S21 ultra.

Below are the steps:

Open Samsung Internet browser and go to Internet Settings >> Privacy & Security >> Smart anti-tracking.

Change this setting to : Secret mode only

This seems to solve problem of live view on 4g/5g. Give it a try. 

But I still confused why it was works on wifi with Smart anti-tracking set to Always but refuses to work on 4g/5g

[Pantera2000]

I'm having the same problem on my huawei p30 pro any idea please