Ring App
Blank video download
I've got a weird issue where I can see videos through the app perfectly, however the downloaded version is often corrupt. Anyone else getting this?? - A 1 min video file (viewable without issue through the website and app) is downloaded as 40s - Video is completely black (other than the ring logo). - The logo is in the bottom left corner (usually the logo is top right?!) - The file size is tiny (34KB), usually they are around 18MB. I only have a small sample size, but seems to only happen with captures taken at night time, though some are fine, so it's not consistent. Tried contacting support - but the suggested fix didn't work (didn't expect it to). They said to uninstall and reinstall the app. As mentioned, viewing through the website is fine, and through the app is fine - however if I want to keep a video it's a problem (if there's an actual security issue and I need to send the video to the fuzz there may be complications). I'd suggest it's whatever process ring are using to manipulate the video to add their logo. Perhaps a minor issue with the original recording file causes their process to fail. I'm using 2 of the new ring stickups (issue happens on both) - hard wired eithernet on one, powerline ethernet on the other, FTTC broadband, 35Mb down, 20Mb up. However as mentioned the videos are fine via the app (so it's obviously not the cameras, or connection), it's just the downloads that fail.
4458 •
0 •
1 •
30-09-2019 11:32:27
Responses (1)
- D
I've just got the same issue as you. A blank video of 40secs with the Ring logo on the bottom left. It's possible to download the raw/original video but there isn't any timestamp affixed. Anyone has any idea how the video file (with the timestamp) can be forced to be re-encoded? Thanks.
•0
30-09-2019 05:29:48
MThank you both for sharing these symptoms in detail. We've delivered this to our team who is investigating right now. I'll be sure to update this thread with any information as it is received.
•0
30-09-2019 11:45:49
DDid anyone resolve this issue? Can't seem to find any solution to this... I can view the video but when I download the video is just black and blank...
•1
10-06-2020 08:46:14
CHey neighbors! If you are still having this black video error, please check out our Help Center Article [here](https://support.ring.com/hc/en-us/articles/360023439472-Fixing-Black-Video-Errors-by-Adjusting-Your-Router). In the event you still have this concern after doing some troubleshooting, 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. 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
21-07-2020 05:08:03
Didn't find an answer ?
Log in or create your Ring account to post a question and join in the on the conversation.
Community Resources
Most Helpful Members
View All
©2024 Ring LLC or its affiliates
CodeApe
Just to add to my logo rendering theory. If I open the video in a web browser - the right click, "save as...", I get the video as expected (and without a logo). So the raw data is all there.
0
30-09-2019 11:39:42
•