Responses (9)

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Caitlyn_Ring
Hi @user24511. Typically, receiving this error message when trying to access a recorded event indicates that there may have been a wifi connection issue at the time the event was recorded. Checking the [RSSI](https://support.ring.com/hc/en-us/articles/217271526-Checking-Wifi-Signal-Strength) on the Device Health and running a speed test are both great starting points. It seems like you have sufficient wifi speeds and your Doorbell receives a good signal, but there may be some intermittent interferences causing some motion events to not be properly recorded and processed. Since you aren't always receiving motion notifications, check out our Community post [here](https://community.ring.com/t/how-to-troubleshoot-ring-notifications-on-ios-and-android-devices/131556) for some troubleshooting tips and tricks on notifications for iOS and Android devices. Additionally, I'd also recommend performing a full reset of your Doorbell by holding down the setup button for at least 20 seconds. After this reset is done, set the Doorbell back up in the Ring app using the steps under Set Up a Device. Monitor the Doorbell's behavior after that to see if you're still receiving this same error when viewing events in the Event History. For further assistance if this concern persists, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.
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28-09-2022 17:27:27
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Funfemale65

I have the same problem. What is the solution?

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02-02-2023 19:28:30

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Caitlyn_Ring

Hi @Funfemale65. There are some troubleshooting steps and information listed in the marked solution. I'd recommend reviewing that information and completing the troubleshooting steps. If that doesn't resolve this concern, you can give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.

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03-02-2023 16:12:28

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Laowai1975
I have 2 doorbell cameras (front and back) and an indoor camera. This issue only happens with the doorbells. did an experiment and located the doorbell cameras next to my router and the indoor camera as far away as possible. Indoor camera has no issues and works great. doorbells have more of this issue than recorded video. I'm positive that the issue is with the Doorbells. Ring must have done something about a month ago for this to start happening. have the equipment for about 2 years now. I'm ready to cancel my subscription to the door bells as they are unreliable.
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15-02-2023 21:12:45
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user36540
I agree that Ring has done something in the last few months. I have had Ring doorbells & spotlight cam since 2017 with us no problem. All of a sudden I’m getting motion alerts with no video available. They are also saying motion when it’s supposed to be person detected. I’ve done all troubleshooting with Ring and even called my internet provider numerous times. I even changed out my modem/router with my internet provider. Still not fixed. They are about ready to lose my yearly amount that I pay because I’m ready to change all my Ring to another brand. And don’t come on here telling me to do troubleshooting. I have been on the phone every evening for a week. I have done all their troubleshooting. They have sent it to the escalation Dept.
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15-02-2023 22:54:59
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user37290
I'm getting this too. I have solid, 'enterprise grade' WiFi. Ring always blames issues like this on home WiFi, but the evidence suggests the doorbell devices are especially poor at WiFi communications (even out of the box). But then you add software issues which can be introduced and it gets worse.
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23-02-2023 16:00:25
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