Responses (10)

• KW

  Kate.wolfson

  I have the same issue. Hoping someone responds to you with help!

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  17-11-2021 06:31:43

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• M

  Marley_Ring

  The best thing to check first is [Protect Plan subscription](https://support.ring.com/hc/en-us/articles/360030333671-How-to-Subscribe-to-a-Ring-Protect-Plan-Subscription) status, and if these recordings will play when you log in at Ring.com from a web browser. Please ensure there is not a VPN enabled on your mobile device. I recommend also checking your [RSSI in the device health section of the Ring app](https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229), to confirm an optimal wifi signal with no interference during these times. I hope this helps! :)

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  17-11-2021 04:41:17

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  A

  alanatswbell

  My subscription is active. I use a VPN but the video 5 minutes before and 8 minutes following load fine. So not a VPN issue. My rssi is -43. Really annoying that this happens and has just started in the last month.

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  19-12-2021 09:19:22

• U

  user3600

  same thing is happening to me and I can't figure out why it is happening

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  26-11-2021 11:10:06

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  C

  Caitlyn_Ring

  Hi @user3600. if you've checked everything in Marley's previous post and 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) so they can look into this further with you and troubleshoot appropriately. 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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  26-11-2021 11:58:19

• F

  focobo

  I contacted Ring support via phone over a month ago to report the same issue. I have expressed that my wifi signal is not the issue. I have previously viewed these recordings without issue. The initial support rep said my ticket was being escalated and promised a callback shortly. ...it's been over a month. I made it clear that these videos were scheduled to be used in a court case. These videos show proof of "Domestic Abuse" and the videos document the key information needed to possibly save a womens life. I am very disappointed with Ring since I expressed how serious this loss of video is. I was hoping for a better resolution besides ignorance. Beau

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  16-12-2021 07:13:53

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  K

  KYLADY723

  Same issues here, and I've tried all suggestions given by Ring. I'm curious if everyone has older Ring devices? Mine is a Ring 2.

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  07-01-2022 11:08:12

• 2

  2ebf0d8b372782cd3be54205be32cb

  Have the same problem and it started recently. No issues with wifi , tested right next to ring 100/40 or download/upload speed , 400/40 tested at router. Gen1 ring and no other issues other than this spotty behavior of videos not found. Did something change on how this device is supported? A way to force a replacement?

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  01-02-2022 12:02:31

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  E

  Einstein1

  I’m also having this issue and seems to be happening more often. Today I got the alert someone was on porch and actually watched person, fortunately was guy upstairs talking to neighbor and when I went to view recording—-you guessed it “No Video Found” Bewildered at this -2 other videos within minutes before and after their conversation also came up “No Video Found”

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  10-10-2023 04:31:59