Ring 3 Plus issue with 'This footage is unavailable'

Question

I just installed a Ring 3 plus doorbell for my parents recently. It is connected to the hard wired lines of their previous doorbell....Everything seems to work fine until my 2 recent visits to their houses. I noticed both of those 2 visits, there was no video captured. I saw a big gap of 'This footage is unavailable' error message in the app. This is unbelievable and I don't know why. I own 2 Ring Pro devices while my dad also has a Ring floodlight, but we never saw this issue before....What's going on? I ran all my troubleshootings. The power was fine. The wifi signal was excellent....could this be a defective device or what?

Tom_Ring · Answer

Hi @yellowslacker. Is the footage still unavailable in the Ring app? Sometimes, there can be a delay in the time the footage is recorded to the time the footage is available to view. Also, is there an active [Ring Protect Plan](https://support.ring.com/hc/en-us/articles/360030333671-How-to-Subscribe-to-the-Ring-Protect-Plan) on the account? If there was not an active Protect Plan on the account at the time of the recordings, or there was a lapse in coverage, it could result in this Footage Unavailable message you are seeing. Let us know if this is still happening or it was just an isolated event.

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