Responses (4)

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user_df2a1b

I don't have Facebook, Instagram, or X to interact with customer service. I've used the live chat service and called Ring, and both have resulted in me being told "Our engineering team is working on the issue; sorry for the inconvenience." No update since it's an "active investigation."

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16-10-2026 15:11:14

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Tom_Ring

Hey there. Thanks for sharing this. We've seen this issue come up recently and we're actively investigating this issue. Thank you for your patience while we work diligently to resolve this. 

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19-10-2026 15:22:34

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user_b15415

All my cameras worked correctly during the free trial. When the trial expired, Snapshot Capture stopped working across all my cameras. I subsequently purchased the annual Ring Protect Pro plan, expecting the paid features to resume, but the problem remains.

My cameras are configured for Snapshot Capture every 15 minutes, yet their timelines show only motion-triggered recordings, with gaps of many hours and no snapshots. One camera is now also displaying “Footage Unavailable.”

I have already spent approximately 45 minutes on the phone with support and received no meaningful resolution. I have also tried all the rebooting, toggling off and on, delete and reinstalling tricks. Nothings worked. Ring customer agent was unhelpful. AI bot was unhelpful. 

The timing of this failure is significant: the cameras worked during the trial and stopped when the trial expired. Purchasing the annual plan did not restore the functionality.

Note: This comment was created from a merged conversation Link : https://community.ring.com/conversations/ring-protect-plan/snapshots-not-working/6acf04f549af2ebd13348cac Title : Snapshots not working

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20-10-2026 18:43:04

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Tom_Ring

Hi @user_b15415. What specific device is this for? How is your device powered? You can find some information on Snapshot Capture here. Do you have a VPN active on your network? Do you have any other devices experiencing this issue? Try toggling the interval for your Snapshot and monitoring it for a few days to see if it updates to the new interval, then try toggling it back. Sorry for all the questions! I'm just trying to dive into this for you and get it solved. Thank you.

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15-10-2026 15:56:53

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user_df2a1b

Snapshots aren't working for us on the Battery Doorbell 2k Plus. Snapshots work perfectly on the Indoor Cam 2k and Spotlight Cam Plus. Ring says it's on their side but isn't actively fixing it, since it's been broken for over a week for us.

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16-10-2026 14:55:17

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Tom_Ring

Hi @user_df2a1b. Thank you for sharing your concern with your Snapshot Capture on your 2K devices. We are currently looking into this and hope to have this resolved soon. It you'd like to be emailed when this issue is resolved, give us a call.

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19-10-2026 14:03:11

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user_b15415

All my cameras worked correctly during the free trial. When the trial expired, Snapshot Capture stopped working across all my cameras. I subsequently purchased the annual Ring Protect Pro plan, expecting the paid features to resume, but the problem remains.

My cameras are configured for Snapshot Capture every 15 minutes, yet their timelines show only motion-triggered recordings, with gaps of many hours and no snapshots. One camera is now also displaying “Footage Unavailable.”

I have already spent approximately 45 minutes on the phone with support and received no meaningful resolution. I have also tried all the rebooting, toggling off and on, delete and reinstalling tricks. Nothings worked. Ring customer agent was unhelpful. AI bot was unhelpful. 

The timing of this failure is significant: the cameras worked during the trial and stopped when the trial expired. Purchasing the annual plan did not restore the functionality.

Note: This comment was created from a merged conversation Link : https://community.ring.com/conversations/ring-protect-plan/snapshots-not-working/6acf04f549af2ebd13348cac Title : Snapshots not working

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20-10-2026 18:43:10

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Tom_Ring

Hi @user_b15415. What specific device is this for? How is your device powered? You can find some information on Snapshot Capture here. Do you have a VPN active on your network? Do you have any other devices experiencing this issue? Try toggling the interval for your Snapshot and monitoring it for a few days to see if it updates to the new interval, then try toggling it back. Sorry for all the questions! I'm just trying to dive into this for you and get it solved. Thank you.

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15-10-2026 15:56:53

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user_df2a1b

Snapshots aren't working for us on the Battery Doorbell 2k Plus. Snapshots work perfectly on the Indoor Cam 2k and Spotlight Cam Plus. Ring says it's on their side but isn't actively fixing it, since it's been broken for over a week for us.

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16-10-2026 14:55:17

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Tom_Ring

Hi @user_df2a1b. Thank you for sharing your concern with your Snapshot Capture on your 2K devices. We are currently looking into this and hope to have this resolved soon. It you'd like to be emailed when this issue is resolved, give us a call.

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19-10-2026 14:03:11

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user_de3992

I have been a Ring user for years. Recently, my cameras have stopped capturing snapshots between motion events. The message on the app is "This footage is unavailable." I have made no changes to my settings, internet, or router position. I have tried resetting my cams, but nothing corrects this issue. Has anyone else experienced this or found a reliable solution?

Note: This comment was created from a merged conversation Link : https://community.ring.com/conversations/ring-security-cameras/this-footage-is-unavailable/6a454ef11d065b47055ee5c5 Title : "This footage is unavailable"

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20-10-2026 18:44:34

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user_11437b

Yes, same issue here. Started yesterday. Contacted support and they had no idea what was going on and wanted to do a factory reset.

Also saw this reddit post.

https://www.reddit.com/r/Ring/comments/1ujcpst/what_does_this_mean/ 

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01-07-2026 22:01:43

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user_f46745

Same for me too. But I can say for sure it’s to do with the updated version 5.107.0 on iPads.

I know this because my iPad with the previous version was working fine 30 mins ago and from the moment I updated to the latest version I now only see "This footage is unavailable" in the periods between previous live viewing and previous motion detected views.

I hope ring support see this post and realise they’re the cause of this issue and will provide a better update version quickly. to resolve this.

Ps, I am located in Australia which I mention in case it’s down to an an issue with a particular server that serves this country.

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02-07-2026 09:10:39

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user_11437b

Seeing reports of the app update causing issues on the latest reviews. I'm experiencing the issue on an iPhone. Hope they fix it soon!

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02-07-2026 15:24:58

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Caitlyn_Ring

Our team is investigating and working to resolve this issue as quickly as possible. In the meantime, you should be able to manually scrub the timeline to view recorded events. Thank you for your patience.

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02-07-2026 19:50:53

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user_11437b

Can you make sure your support team knows about this? Seems they do not know it's a current issue. Also, your status page needs to be updated. 

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03-07-2026 17:51:14