Responses (12)

R

Roshan4

I've had the exact same issue, random little slots in the history that says "this footage is unavailable". RING why is this happening. ?

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08-11-2019 11:23:41

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A

AnotherChris

I just noticed I have the same issue, there was just a hit and run infront of my house and I thought maybe I got the plates of the guy who drove off, but the video is unavailable for 13 min and the crash happened in that block of missing video...

0

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10-11-2019 17:55:41

M

Morac

Same exact thing. I installed a Ring Doorbell 2 yesterday and snapshots were working all day until 6:30 am this morning. Since then I see "this footage is unavailable" for around 60% of the day. There's a few snapshots, but most aren't there. Live view works great. I atttached a screenshot of the app. All the black areas are "this footage is unavailable" areas. edit: I called support and they don't seem to understand the issue. They are claiming the Wifi isn't strong enough to upload snapshots, but I was able to watch live 1080p video for 3 minutes without issue. Still snapshots require a lot less upstream bandwidth than 1080p video, so I doubt it's the Wifi. It could be, but that doesn't seem correct. Also my router is reporting that the doorbell goes into low power Wifi mode when not actively transmitting. Support says the doorbell doesn't support that feature which can't be correct since if it wasn't supported my router wouldn't report it. They are claiming my router is forcing the doorbell into low power which is not possible. The router just reports a Wifi device is doing. For example, if I turn the screen off on my iPhone, my router reports it is in low power mode. My router isn't putting the phone in low power mode, it's the other way around. It's the same thing with the doorbell. edit 2: support is useless. They are telling me I need to assign a static IP address to make the Wifi connection better which makes absolutely no sense. They are also suggesting I get a Wifi extender. I have a lot of devices on my Wifi network and none of them need an extender, which also would only really help if the Wifi signal was low, which it isn't. edit 3: I got escalated to second tier support who basically told me everything first tier told me was wrong and that the snapshot feature hasn't officially rolled out so it may be having "growing pains". That makes more sense than Wifi issues. 

19

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10-11-2019 18:24:59

J

Jamie1357

My Door View cam had the same message for 7 hours today! I don't see why I paid money for such a buggy product. Any time support are contacted about anything they seem to blame it on WiFi, seems the go to response.

1

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12-12-2019 18:28:51

Y

YourNeighbor

I \*believe\* this is the first time it happened to me. From 5pm last night to 6am this morning. Over 12 hours of footage unavailable. Never seen this before. Not good.

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16-12-2019 12:57:22

I

InnamedSource

This answer is unavailable.

3

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20-12-2019 19:06:17

T

TinNg

Wait. I have exactly the same problem. I thought it was my power problem but it is not. Please solve this

3

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11-11-2019 20:32:04

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M

mtb

My footage unavailable for 20 minutes between the time of 11:40pm to 12:20am every night (11:40 -12am, 11:45-12:05am…etc). I called support and they want me to call them at midnight to troubleshoot. My response was I am an old man, I go to bed at 9pm every night. Ring, please fix the issue. Thank you

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20-11-2019 13:44:42

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TinNg

I have exactly the same problem. Something is wrong with ring network. Always midnight between 11:40pm to 12:20am 

3

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20-11-2019 16:31:40

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mtb

Well, I be dam\_ned! This morning when I reviewed the last night footage and everything was there. I now can see the other missing midnights footage up till midnight of Nov 14/15. I am now the Gene Gene the Dancing Machine.....:-)

1

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21-11-2019 19:47:51

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Lc310

I’m having the same problem it’s like an hour though of time maybe longer, I thought maybe somebody was making it happen like with a magnet or something, or am I just watching too much CSI? 

1

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29-11-2019 04:27:28

C

Cczeigler1

Has anyone received a valid response from Ring concerning the deadzone time? Mine is from midnight to 11 am and then again from 2 to 5.... This is with the newly installed ring pro... We had the non pro up previously. This seems to be a really important time to be dead air...

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02-12-2019 00:39:17

A

ash_23

I have the same issue. There are footages missing throughout the day. @Ring: Please fix the issues. 

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23-12-2019 21:44:49

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B

broster19

Almost not worth having snapshot turned on... (App data cleared, app reinstalled, no issues with WiFi signal and alternative router tested) 

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26-12-2019 12:10:39

M

mtb

broster19. From your screenshoot, Your Wifi has?, internet icon with exclamation mark and your 4G has only one bar. I would check the network settings again.

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26-12-2019 15:12:50

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broster19

It's not that. Lol. Attached another screenshot anyway. Suspect (based on consistent timings and where I'm located) this may be Ring maintenance window(s) that are being poorly managed. 

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26-12-2019 17:56:50

M

molabiatch

I have been looking back at the footage log and notice minutes after activity (like me leaving or coming home -therefore triggering the motion sensor ) the footage becomes unavailable. Most times until there is motion(me coming back home ) The fact that this happens every day and therefore if I am gone or no motion for many many hours , my footage is unavailable How can this happen DAILY! Anyone know why ?

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13-01-2020 14:53:28

B

Bettina13

I have the same issue, but it’s not at the same time every day. I have no photography or snapshots since noon yesterday. It won’t connect to Live View either.

0

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04-04-2020 12:54:51

A
AdamChicago
Thanks, that would be great! Can you provide the link to that documentation so we can find it for ourselves on the Ring website? ...I am skeptical because of the website material I read (attached) which states they only store events and motion, and I can't see that video on my timeline, and the customer service person told me you couldn't do it....hopefully you're right! 
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07-01-2020 20:28:35
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A

AdamChicago

Ok I found out how to do this in theory, however it still doesn't work on my app: It is called "Snapshot" and needs to be enabled in your app (follow instructions in link below). However I am not able to get this to work despite it being enabled, ugh! [https://support.ring.com/hc/en-us/articles/360034443672](https://support.ring.com/hc/en-us/articles/360034443672)

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07-01-2020 20:55:26

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broster19

I have snapshot enabled and early morning/evening all snap shots are captured and saved. In the day, sometime all day, sometimes intermittently, snaps shot aren't saved, just receive the usual error. Note if there's an event, i.e. movement or the bell is rung, events are captured and saved without issue it seems.

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07-01-2020 21:16:12

C

CrazyCat

This Ring web page states snapshots stored for 7 days: [https://support.ring.com/hc/en-us/articles/360034355652-Taking-Timeline-Security-Snapshots-Using-Snapshot-Capture](https://support.ring.com/hc/en-us/articles/360034355652-Taking-Timeline-Security-Snapshots-Using-Snapshot-Capture) **How long are snapshots stored for viewing?** Snapshots will be stored in the cloud for seven days. After that they are automatically deleted. This will not affect any of your motion events or Live Views.

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07-01-2020 23:45:47

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broster19

Would be nice if they were stored for 1 day, or even accessible in the first place (regardless of time of day)...

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09-01-2020 22:02:01