Responses (27)

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  gijose83

  Been noticing the same issue the last week or two…it might record one or two intervals and then there’s a huge 3-12 hour gap of no snapshots before the next one shows up.

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  02-01-2022 08:09:19

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  Tom_Ring

  Hi @user6895. Do you have an active Ring Protect Plan subscription? This is required for Snapshots to work. You can learn more about Snapshots in this Help Center article [here](https://support.ring.com/hc/en-us/articles/360034443672-Using-Your-Snapshot-Capture-Feature).

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  03-01-2022 08:20:12

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  user7090

  @Tom_Ring I have Professional Monitoring and am having the issue that others are describing. I have two cameras (one wired, one battery) and each camera has Device Settings > Snapshot Capture set to "Every 14 Minutes." When I open the Ring app, in the Dashboard, I can see the latest Snapshots in the thumbnail images for each camera (assuming the last "event" was a Snapshot). However, when I click a thumbnail image for either camera, there are no Snapshots *anywhere* on the Timeline - they're totally gone! The only events on the Timeline are Live View, Person Detected, Motion Detected, and Linked Events. Why did Snapshots disappear from the Timeline? I should note that Snapshots do not appear under Event History either. Past Snapshots are not visible anywhere on the app. So, it seems to be an issue with the app. The cameras are recording the Snapshots (I know this because I can see the thumbnails when I open the app) but they are disappearing from the Timeline. When will this be resolved? I spent awhile on the phone today with Ring Support which did not help.

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  04-01-2022 01:40:37

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  user6895

  I have a ring protect basic plan so believe this should still allow the snapshot feature to work?

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  03-01-2022 09:35:57

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  Tom_Ring

  Hi Neighbors. First, go over the steps in this Help Center article [here](https://support.ring.com/hc/en-us/articles/360034443672), just to ensure that there hasn't been a step that was missed. You can also try disabling Snapshot Capture and then enabling it again. If your device is battery powered, make sure that your battery is fully charged as a low battery could cause the Snapshot Capture to not activate.

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  05-01-2022 06:00:04

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  user7090

  Hi @Tom_Ring I reviewed the article and can confirm that I performed the steps correctly. I also tried disabling and then re-enabling Snapshot, but the issue still persists. I am having the issue on both battery-powered and wired cameras. This appears to be a bug in the app. Are you able to escalate this?

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  05-01-2022 06:21:54

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  user6895

  Hi tom, the same applies to me - I've reviewed the link and reset the snapshot feature and this still isn't working. Please can this be resolved asap as it's a key feature to why I pay for the monthly plan.

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  06-01-2022 12:29:37

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