Snapshots unavailable in timeline
I have a number of stick up cam battery or solar 2nd or 3rd gen (none are wired apart from my video doorbell which is the only thing this question doesn’t apply to). I have them setup to capture snapshots at various frequencies (depending on solar or battery status). All have good wifi cover from one of Chime Pro/home wifi/wifi extender on 2.4GHz with WPA2. In the timeline they all seem to say “this footage is unavailable” when I scroll back. I have an active Ring plan for all. Can anyone shed any light before I call Ring? My searches in the community came up with nothing
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09-01-2025 20:47:18
Responses (1)
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RSSIs 48 and 46 on 2 of them on a wifi extender with no connection drops I’m aware of, RSSI 66 and 50 on 2 on a Chime Pro network. They both connect to the main broadband which has had no outages. The Video Doorbell Pro on the Chime Pro network has no issues and so I tend to discount connectivity of network as cause.
They have all been removed and reinstalled fairly recently as they weren’t updating their snapshots for motion detection which now they mostly do. I expect this is connected. When I am trying to edit motion zones it sometimes will not update the snapshot but the wifi appears perfectly Stanley
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10-01-2025 21:19:02
UAutocorrect! 😡 wifi appears stable, not Stanley
Where I say “they both Connect to main wifi” I mean the extender and Chime Pro connect to the 2.4GHz side of my home broadband
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10-01-2025 21:25:37
UThe issue is consistent across the battery devices even ones with solar charging and 100% battery. When I say consistent I mean all of them are affected and barely any snapshots are available despite some being set for 14 minutes.
The wired doorbell has no issues
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10-01-2025 21:28:41
THi @user_750fd5. Since you've already removed and reinstalled the devices to no avail, I'm going to advise you to contact our support team. Please send us a private message on Facebook or X @Ring or give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.
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13-01-2025 14:11:55
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Caitlyn_Ring
Hi @user_750fd5. That error message indicates that something went wrong at the time the video or snapshot was being captured, and it was unable to be uploaded properly. This could be a signal or wifi speed issue.
What is the RSSI listed as for each device? This is found on the Device Health page, and is an indication of how strong the wifi signal is for that particular device. Additionally, what are your wifi upload and download speeds?
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10-01-2025 21:07:31
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