Ring Doorbell Pro - black recording on app but fine online?

Question

For the last couple of days I've been getting sound in my recordings in the app but it's just a black screen. I sent one to a friend of mine to show them and they responded that they could see the video. I then checked online and it was there. So it's recording but not showing up in the app? Any ideas? It's been fine for 2 years and just started doing this. Thanks!

Caitlyn_Ring · Answer

Hi @ckota1. It sounds like the concern may be related to the Ring App itself since the videos are working correctly on the website side of things. I'd suggest uninstalling the Ring App, restarting your phone, and reinstalling the Ring App. You'll also want to ensure that your phone's OS is fully up to date. Let me know if the videos appear normally after trying this! :)

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