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  Frustrated427

  Muzzy - Did you, by any chance, enable Ring's (optional) End-to-End Encryption feature for your Video Doorbell Pro 2? If so, the pre-roll capability will NOT be available unless you disable End-to-End Encryption for that device.

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  21-10-2021 01:17:51

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  Muzzy

  @Frustrated427 i thought you might be on to something but sadly no i haven't enabled that. i am now wondering if enabling it will stop pre-roll working though. @SolarEclipse perhaps you're right... it does say that it can be toggled on and off but the part that says its always on for wired might supersede that. thank you both

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  21-10-2021 02:13:09

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  Frustrated427

  Muzzy - What makes you believe that the Ring pre-roll feature is NOT enabled? For example, do video clips not begin until people are walking away from your front door? Alternately, is it because you can't figure out which event(s) triggered the creation of a particular video clip? Although it's a bit of a hassle, you may want to (temporarily) enable End-to-End Encryption for your device to see what it looks like when the pre-roll capability is automatically DISABLED. Depending on a number of factors, you may notice a real difference in the point at which video clip creation begins. In other words, you may discover that the pre-roll feature had previously been turned on – even though it didn't seem like it was.

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  21-10-2021 02:47:37

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  Muzzy

  Ill have a play around and try that and see what happens.

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  21-10-2021 02:58:21

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  Frustrated427

  Muzzy - If you are able to discover the source of your problem and the solution, I hope you post it here for the benefit of other Ring Community members.

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  21-10-2021 03:22:15

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  Muzzy

  yeah i will do :D thanks @Frustrated427

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  21-10-2021 03:24:26

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  David_NH

  We have the pro 2 and our pre roll was working until a few months back, no option anywhere to toggle it, and the only help we've got, was to reset and start over and uninstall app, nothing has worked. We're now missing things, for what we paid for this, I want the 6 second pre roll working. Honestly about to return it.

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  21-08-2022 06:04:08

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  Caitlyn_Ring

  Hi @David_NH. Do you have [End-to-End Encryption (E2EE)](https://support.ring.com/hc/en-us/articles/360054941551-How-to-Set-Up-Video-End-to-End-Encryption-E2EE-) enabled? If you do, the Pre-Roll feature will not function while E2EE is enabled. Once you disable E2EE, the Pre-Roll feature should automatically work as expected once again. If that's not the case, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). 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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  22-08-2022 10:04:07