Responses (2)

• C

  Caitlyn_Ring

  Hi @KayakAngler. Ring Doorbells and Cameras aren't designed to record 24/7. Can you clarify what you mean when you say there is 25 seconds of video missing? Is this in one motion event recording that there is a jump in time, or do you mean that there are two separate events that are recorded? If possible, please share an example of what you're seeing on your end by attaching a screenshot or a video. When attaching this video, you will need to first gather the share link of the video. You can do this by going into the Event History in your Ring App and choosing to share it via email. From there, copy the link that is generated and paste the link in the body of your post. In addition, you can upload this video elsewhere, such as YouTube, and then share the link to the video in your reply.

  0

  •

  26-01-2021 07:30:00

  •

  Reply

  K

  KayakAngler

   I have the camera set to take snapshots every 30 seconds. When reviewing the time line I see snapshots every 30 seconds up to 05:12:43 then it jumps to 05:37:00. I have another camera pointing at this camera and on that camera I have video of an event happening from 05:30:00 to 05:33:00. So back to the original question, what happened to that video? Thoughts/Ideas? Thanks!!!

  0

  •

  27-01-2021 02:22:34

  C

  Caitlyn_Ring

  @KayakAngler Do you have a motion event in the Event History for this video you're mentioning? Your Camera is going to record whenever motion is detected or when you access the Live View. Was there a motion event or a Live View at the time that you're looking for? If so, this would be in the Event History. If there was not a motion event or a Live View, there would not be a recorded video in the Event History to view. If a motion event had happened but was not captured by your Camera, you can adjust the [Motion Zones](https://support.ring.com/hc/en-us/articles/210243483-Utilizing-Motion-Zones-with-your-Ring-Devices) and sensitivity and the [Motion Frequency](https://support.ring.com/hc/en-us/articles/115003477106-Understanding-and-Optimizing-Motion-Detection-with-Motion-Frequency) if it's a battery powered device. Adjusting these settings are typically the solution if you find that your Camera is not picking up certain motions that are happening, but it may take some trial and error to find the right fit for the settings. If these suggestions still don't help with your questions or concerns, then it may be best to touch base with our support team so they can take a closer look for you. 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.

  0

  •

  27-01-2021 04:17:12

• H

  helenhikeski

  I just spent 2 hours on the phone with Ring reps as I had a similar problem. Frustrating conversations as the advanced tech rep insisted it was a problem with my wifi download speed. I researched more on my own and downloaded the Rapid Ring app. Using this app, I am now able to finally view my videos in Event History in their entirety. Needless to say, I'm not pleased with the Ring reps on the phone. I cannot tell you why the Rapid Ring app works and the Ring app doesn't work (unless you access it via the Rapid Ring app). I also cannot tell you why I, as a subscriber to Ring, was never notified that the Rapid Ring app is available. But, for Ring reps to insist that the problem was on my end with my wifi (which works for ever other device and app), I am sorely disappointed.

  1

  •

  26-01-2021 07:43:40

  •

  Reply