Responses (16)

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  Justin_Ring

  Hi @user38894. Thank you for trying to troubleshoot your concern. You can try [rebooting your Cameras using the Ring app](https://support.ring.com/hc/en-us/articles/7438395032980-How-to-Reboot-your-Ring-Doorbell-or-Security-Camera-from-the-Ring-App-). You can also try rebooting your router by unplugging it for a few seconds and plugging it back in. If you have tried these steps and are still having the same concern, give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406) to further investigate. 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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  14-03-2023 05:48:56

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  user39409

  Hi. Hope all is well. Since the ring app was updated a few days ago, I haven’t been able to view my videos. It detects motion but when I try viewing it, I receive the “hmm something went wrong: there was an error while trying to play the video” error. Will appreciate assistance as I’ve turned the camera off and on and my internet as well. Thanks.

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  15-03-2023 08:47:02

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  Frustrated427

  user38894 - I am also unable to view E2EE videos that were created as a result of motion detection. This is obviously a very serious problem. Interestingly, I am able to view E2EE videos that were created as a result of the Live View feature.

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  15-03-2023 02:57:35

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  Frustrated427

  Ring Community Members - If you use Ring’s End-to-End Encryption (E2EE) feature for one or more Ring devices... are you able to view videos that were created due to motion detection? (In other words, I’m trying to determine if this problem affects all users that use the E2EE feature.)

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  16-03-2023 01:37:28

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  user38894

  @Frustrated427 I have done further testing since my last post. I can almost assure that the issue is on Rings end. I’ve put my cameras on LTE hotspots, and the issue still persists, where I cannot view motion recordings in event history. As you previously said, I can indeed view live view events. Putting the cameras on this new network further proves that the issue is not based on the home network. My confidence in the issue being on rings end stems from 6 days of testing: Connecting cameras to a new network (an LTE hotspot, mentioned above). I’ve unenrolled my account from end to end encryption, and re-enrolled (creating a new seed code), and the issue still persists. I’ve factory reset all my cameras, and the issue still persists. I’ve unenrolled and re-enrolled my cameras from E2EE and still nothing. I’ve unenrolled and re-enrolled my devices (and still cannot view motion events). I’ve cycled between android and iOS devices. Nothing works. At this point, I have run out of things to test, leading me to believe the issue is from a bad firmware update. As I’ve previously mentioned, I wonder if they put out a device firmware update that is causing a decryption issue on their end. Because, I can say with a high degree of confidence that the issue is not on my side. I think this is infrequently reported on because most users don’t use the E2EE features. Please let me know if you find anything else out.

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  16-03-2023 02:13:17

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  Frustrated427

  user38894 - Thank you for taking the time to perform the experiments as well as to post your results here. Actually, I’m not surprised at your results. Unfortunately, this is not the first time decryption problems have occurred with Ring’s E2EE feature. Sadly, in the past, Ring didn’t seem in any hurry to fix such problems – despite the obvious harm to customers. One difference in this instance, however, is that this time, the E2EE problems seems to coincide with a ransomware gang claiming a successful hack of Ring (and a threat to leak data). News stories on the matter alternately state that Ring is aware of the breach of a third-party vendor and is working with that company to learn more or that Ring is declining to confirm the third party breach or name the vendor. In any case, the ransomware threats would seem to be an even more compelling reason for Ring to increase customer privacy/security/safety by immediately fixing the current problems with the E2EE feature.

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  16-03-2023 03:22:15

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  ELMS

  Im also having this issue, i did everything too where I rebooted and even connected the cams to a mifi. This is troubling because I rely on the cameras inside to keep an eye on my disabled mother.

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  17-03-2023 03:30:06

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  user38894

  @Frustrated427 That's very interesting. I agree. The issues started to occur around when this breach occurred. I imagine that it is likely connected. Especially if the breached third party somehow handled the E2EE side of things. @ELMS Thanks for identifying that you too have this issue. Unfortunately, our discussions reveal that the issue is on Rings end, and we likely will have to wait for Ring to address the issue. And, being that they are in the middle of a data breach investigation, we are unlikely to see any improvements for the near future. Our best bet is to keep this discussion relevant so other members of the community can see this post. Lastly, one last update: My battery camera (which is connected to a solar panel), still works. I am able to view the motion events on this E2EE camera. However, my other wired cameras (also enrolled in E2EE) fail to load motion events. This indicates the issue could be related to the firmware on the wired cameras. I am not sure. All other Ring community members, please post here if you too are having issues with your End to End Encrypted cameras. Thanks.

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  17-03-2023 06:33:02

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  user39588

  Over the past few days my cameras with end to end encryption enabled are not playing back video captured with motion detect feature, videos captured via live view are fine. When attempting to view the footage captured via motion detect the video loads to 99% than loads a second time to 98% then throws an error, also when trying to download the clip it gets to 99% then throws an error. I have reset them to factory and everything works ok untill i set up End to End Encryption again from fresh i have the same issue live view works but video captured via motion throws errors. I have also reset my wifi router checked that the cameres have a good connection and rebooted the cameras from in app the lot im pretty sure this is an issuse of rings doing rather than one of my own. Is there any way of getting this issue escalated or can i get some form of confirmation from ring that there aware of this issue?

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  16-03-2023 09:05:09

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  user38894

  Everyone I have spoken with in the community using E2EE cameras is having the same issue you describe: loading to 99%, going back to 0%, and reloading to 99% before getting the error. I'm going to put in a call to Ring technical support in an attempt to flag the issue. Other than that, I am unaware of any channels to elevate the priority of the issue. Maybe if we all put in calls to technical support the issue will be elevated in priority?

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  17-03-2023 07:33:27