Responses (17)

I

Indygirl

My Ring Pro doorbell also has a black screen when I view Event History. The small Camera view is visable, but when I open the Event History, the screen is black. The doorbell is wired, so no dead battery issues. Out of 9 "events" only one was visable. And I even rang the doorbell, and that was also a black screen..I'm almost wondering why I spent the money on "security"..

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03-11-2019 00:10:52

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S

sstevenmost

Mine is doing the same thing. How did you resolve this issue? Thanks

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03-03-2020 01:33:20

S

stanace

I've been having the same issue since 2/28/2020 9:50 PM My network settings have not changed.

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05-03-2020 01:40:05

K

Ken313

Same problem here, for the last week. Live view works fine, as does voice communications, but all recorded videos show up as a black screen.

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05-03-2020 23:34:51

I

Indygirl

It seems like my black recordings run for a few days, then everything works for like it was intended to work. I live about 100 miles East of the Ring headquarters (Santa Monica CA)..so there isn't a weather problem effecting my issue. There was a solution posted for this issue..which in my mind you have to be an IT person to understand..but doesn't answer the problem as to why the videos are visable one day and not the next... and folks all over the country are experiencing the same thing...

1

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06-03-2020 01:23:26

B

Braisp

I followed all of the suggestions with changing router etc. No good Finally I realized I have the battery. I charged the battery, problem solved.

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17-10-2020 17:25:46

K

kshrop2000

My Ring doorbell just started this as well, 11/2/19 ~ 930AM... I haven't changed anything in my router or home wifi. I've reset everything with no changes.

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04-11-2019 23:28:36

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kshrop2000

Thanks. I tried multiple things. Then I tried the online chat assistance and their suggestions. I called RSA tech support and worked with them. Nothing. The unit had to be replaced.

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06-11-2019 18:12:32

I

Indygirl

Now it's the third day in a row of black screens on my phone and on the Ring.com website. I have uninstalled and re-installed the Ring phone app several times. My phone/modem/doorbell are within 3 feet of each other.. My Ring had 15 Motion alerts and only 2 have a view of what was going on in my front yard... I had my security company hardwire install.. So I don't think your solution is working for me..

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08-11-2019 00:52:24

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Braisp

Try charging the battery

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17-10-2020 17:26:24

M

Murray

Hi, if you have a PRO and you are getting Black records all the time it's because there is an issue with the unit setting up a connection to the Ring cloud after the button push. It can be a connectivity issue, but its worth checking if when you push the button the Ring light goes out...? If it does this indicates a power issue, and potentially an problem with the small internal battery or capacitor circuit inside the Ring PRO. The light going out indicates a power issue, where there is either not enough power being supplied or the battery is dying - hence the negotiated connection to the cloud Is black.

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08-11-2019 12:32:06

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I

Indygirl

Follow up on my black recordings... I called my Internet provider, (just to see if it was an Internet issue before my Security provider came)..Internet showed the Ring was connected and "working". The black recordings are still happening..and I even walked in front on my doorbell..and still a black screen. I also rang my doorbell and the ring didn't even register. I am going to request a new Ring II doorbell be installed..and I will follow-up with this thread to let you know how it goes/went...

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13-11-2019 15:19:52

I

Indygirl

fadden...Thanks for pointing out that it's a Ring Bug issue...today 9 motion alerts and everyone came in crystal clear!! Imagine that!! However..my missed/black recordings run the gamut..I get error messages that there was an error with recording. Also I have noticed that when I view the motion recording with the full screen (cell phone)..if the 2 arrows on the side of the 2 bars are not white..I get a black recording, the bar is moving to the 40 second mark..if the arrows and bar are white, the video displays..I think I'll get a dog..they seem to be more reliable..

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14-11-2019 01:32:13

I

Indygirl

Another follow up on my black recordings on my Ring Pro II doorbell..my security provider came and checked the doorbell..he took the battery out and re-installed it..versus a hard re-set, where you have to basically re-do the whole installation (software) all over again.. He said that he has had a few customers say the same thing about black recordings..It is a Ring issue... Thanks for all of the feedback..hopefully Ring corrects this issue..

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15-11-2019 23:00:22

I

Indygirl

Another follow-up from 11-15-2019..Ring II doorbell was working fine for a couple of days..after the battery was removed/re-installed. NOW I am not getting any notifications of an actual doorbell ring. I tested my doorbell 5 times today, after watching someone ring the doorbell. I had my phone in my hand, and was 3 feet from my door/modem. Nothing..not even a motion detection was recorded. Weather was clear and sunny.. At this point in time..I wouldn't recommend a RING doorbell to anyone..

1

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24-11-2019 04:00:56

T

theKOZ

I am getting exactly the same problem (it was all working for several months without a problem then 26 Dec at 1:21pm it all went wrong) - but - I noticed today, when I reset the Ring Pro (after being a support call for 20+ mins and sent an emai about opening ports) - it starts playing back properly for about 30 seconds and then when you go back its all black again! It is like Ring are corrupting the video playbacks.

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30-12-2019 18:30:52

S

SeanM

I'm having the same issue... 40 second black videos. It's been going on for a while now and I'm finally fed up. I'll even get rings that I cant answer, so I know the doorbell is connected to the router. Connection is good, router is only 9ft away from my front door, device tests fine, RSSI is -50, firmare up to date, and system staus is all operational... Cancelled my subscription today, and got my refund processed. Can't see paying for something that doesn't work.... Guess I'll try the Nest, or the August and see how they work.

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16-01-2020 00:10:32

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K

katey

I'm having the same issue with 1 of my 2 Ring spotlight cams. I haven't had a motion record an actual video in 3 days. I have over 20 motion alerts with 40 seconds of black "recording", but yet during that same period of time I have not had a single issue with the other camera which is farther away from the router. When I try to connect to view the live camera feed it tries to load for several minutes before timing out with an error message. I have tried replacing the batteries in order to trigger a system reset twice and it still has not worked. Has anyone had any success resolving this besides through buying a new device?

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16-01-2020 20:27:18

N

Nikita

Same problem just started happening with mine, and playback from all my cameras is affected. Live view works fine. They've been promoting us to use new video features lately. I wonder if they've messed up their encoding and video playback. Better fix it fast, or I'm throwing it out. I need a reliable system. This is useless if it's not providing basic functionality,

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18-01-2020 22:38:49

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haroldj3

This has been happening to mine for a couple weeks now. Worked flawlessly until this point. All videos saved to cloud are black. Still not fixed.

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23-01-2020 03:44:55

G

grunge

I also have this issue since 2 weeks now. Live works, when you play the live recording it does work but when restarting the app or playing motion event. A black screen with the ring logo. Seems like more and more people have this issue, maybe due to a new firmware version?

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21-02-2020 10:56:32

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jf0315

I am having the same issues as of yesterday. Black screen. When live I can see it and I can replay older videos. The software has to have a glitch in it. My router and everything else works fine. So frustrated.

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27-02-2020 23:28:48

J

JandJ

My Ring Doorbell Pro detects motion well and live view works well, but all recordings in the event history show a black screen. So if I try to go back and look at any event history, they are all black screens, but it i look at live view, I have a perfect view. My two Ring floodlight cameras are working fine. No issues. Just the Ring Doorbell Pro.

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26-02-2020 04:03:03

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O

oahu_built

Experiencing the same issue - when Live View fails to load (closes by itself in about 10 seconds) I get a 40 second black recording. Ring Doorbell 2 showing -48 RSSI and no issues. Taking the battery out to soft reset hasn’t worked, I updated my Ring app.. uninstalled, reinstalled. I also did a hard reset. Same issue. Oddly, I have two Floodlight Cams at another property that load every single time. Both properties have the SAME high end Orbi router setup with multiple satellite range extenders. I got this to replace a Blink XT (which by the way works at the corner of our property) and the Blink detects motion faster and more consistently, live view hasn’t failed me once in the last two years and it was far cheaper with free cloud storage. Don’t think I’ll be keeping this doorbell :(

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26-02-2020 11:53:02

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brunettevtx

We unplugged our router for 10-15 seconds, plugged it back in, waited for the WI-FI to come back online, and then I went outside and hit the button on the Ring doorbell that tells you (on your phone) "Someone is at your door" It started to record me like normal again. No need to contact Ring Support or buy a new device. It just needed a jump start.

2

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24-03-2021 01:34:33

U

user_dfbac5

I also have been having the issue with black thumbnail clips.  Ring support is no help as I have called them multiple times.  I have tried everything from uninstalling the app, restarting the doorbell, etc.  Ring support says it is not on their end.  This is not acceptable as this feature worked when we first installed the doorbell.  What good is having to click on each black clip to see the motion or person.  Looks like this has been an issue for years according to the issues raised here.  Ring - do better or I'm going to another product. 

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10-04-2026 15:53:24

T

Tom_Ring

Hi @user_dfbac5. Do you a screenshot or screen recording of this? What type of phone does this happen on and what version of the Ring app is installed? This will help me identify how to troubleshoot this issue.

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14-04-2026 15:07:02