Responses (1)

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Daniella3d

I have the same exact issue, the connection speed is excellent with the eero wifi 6. I can see the live video just fine, but the recorded events won't play. All I see is a black screen. Tried resetting, does not work, installed new upgrade app, does not work. I can see those videos if I go online just fine but on my Iphone 6 I can't, just a black screen. It was working well since the beginning but a few days ago it started doing this. It's annoying and not reliable.

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28-02-2021 17:29:34

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Reply

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Tom_Ring

Hi @Daniella3d. I would first make sure that your iPhone 6 IOS is up to date. Running on an older IOS version could cause communication issues. Next, check and make sure that the Ring apps permissions are allowed and turned on. If you've checked both of those suggestions and are still having issues with video playback, reach out to our support team for the next best steps.Please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support.

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01-03-2021 17:56:48