No Video with Google Hangouts Video Call or Live Video on Ring Video Doorbell Pro

[jvetro]

I am unable to connect to video on a Google Hangouts Call when using Rogers Cellular Data.  I have no issues with this when connected to any type of Wifi network.  I am also unable to connect to my Ring Video Doorbell Pro Live View or answer any doorbell Rings when connected on Rogers Cellular Data, but again works perfect on any type of Wifi.

I have a Google Pixel Phone, unrooted, running the latest OS.  All apps are up to date.

Please Help!!!!

*Edited Labels*

[jvetro · Accepted solution]

I believe it is an issue with the Ring Application on Android running Nougat or Oreo.  I have reached out to them and they say they are working on a fix.

[RogersMoin]

Hello, @jvetro

Welcome to the Rogers Community Forums! 

Thank you for posting your concern in the Community. The issue raised is technically intriguing, when was the last time it worked? I'm thinking it may be related to background data restrictions. You can check if it's enabled by going to Settings/Data Usage.

@Community, @Pauly - any other inputs regarding this issue? Anyone else experiencing no video in Google Hangouts when on Cellular Data?

Cheers,

RogersMoin

[ltuff1]

Any progress on this? I also cannot access Live Video on either of my Ring Pro doorbells on either of my Android phones (an S7 and an S7 Edge) when on only a mobile connection (all work fine when connected to any WiFi either local or remote). There are reports on the web that this has to do with ipv6 or 4G/3G/LTE but changing my phone preferences in this regard doesn't seem to make any difference. LT

[RogersMoin]

Hello, @ltuff1

Welcome to the Rogers Community Forums! 

Thank you for joining the conversation. Have you checked the background data restrictions on your phones as suggested in the previous message? All the new phones on the Rogers Wireless Network are by default use IPv6. Did a quick search and it doesn't seem to be a Carrier Network specific issue. Have you reached out to the product support yet?

@jvetro - Were you able to find a solution?

Keep us posted.

Regards,

RogersMoin

[jvetro · Accepted solution]

I believe it is an issue with the Ring Application on Android running Nougat or Oreo.  I have reached out to them and they say they are working on a fix.

[RogersMoin]

Hello, @jvetro

I appreciate the quick update. Thanks for your contribution and for your help in keeping the community a pleasant place to be.

Cheers,

RogersMoin

[zkhan]

Hi,

I have the same issue. No Video on the Ring Doorbell Pro. Its definitely the issue on the Rogers sides. here is how I can explain. I am using Samsung Galaxy S7 Edge with updated OS.

1. Works on WIFI with no problems. Tried at my family and friends house.  ( So it cannot be the Android OS)

2. Works using a Hotspot with no problems. (My friend created a Hotspot on his phone using the service "WIND"

All the above troubleshooting explains that its not a problem with the OS, Ring Application, Permissions on the phone, nor the Brand of the phone.

Everything points to Rogers network and it looks like they need to open the port.........

Please help.

Zulkarnain Khan

[zkhan]

Found the Fix.

For those who couldn't get Live-view to work and are on Rogers network, try changing these on your access point on the phone and it works great.

Settings--->Connections---->Mobile networks---->Access Point names---->

Click on "Rogers LTE"

Look for "APN Protocol"

Change it to "IPv4"

Let me know how it goes.

regards,

Zulkarnain Khan

[jvetro]

I tried on my Google Pixel device and my options are greyed out and cannot be changed.

[jvetro]

Again, I have confirmed again that it is an issue with the Ring app and not the carrier.  I had a friend of mine try on a different network, other than Rogers, running on a Galaxy S7 and his live feed would not work either.  I had someone else try on an older device running Lollipop, and his live feed was perfect!