Ring Video Error

Devices & Integrations
1

Hi - I recently started having streaming issues in SmartThings with Ring. I have unlinked and relinked and verified network connections. The video streams fine in the Ring app. But when I try to view it in SmartThings I get the error “We’re having trouble connecting. Check your network connection and try again.”

Any ideas? I am using the Aeotec V3 and have 4 cameras with Ring. It started happening recently, but used to work without issue in the past.

2

Hi @mejifair

Could you please help us with the following so we can continue investigating the issue?

  1. Please enable support access to your SmartThings account.
  2. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM.
  3. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.

More info about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support

3

Thanks for following up! After the app update yesterday everything started working again, so I must not have been the only one with this issue :slight_smile: So now I am all good.

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