Videos never loading & disappearing

Question

I have had an issue the past few months where I get a notification from the Ring camera saying my door camera detected motion. There is no preview of the motion shown on these notifications, as is typical. When I click on the notification, I am brought to the ring app and a 'Video processing' message over the live view. I have given it up to 10 minutes, the video never processes. When I leave the app or close the live view, the instance of motion disappears altogether. I have a screen recording of this happening. I spoke with customer service earlier this week and set all my motion settings to the max, which helped with a separate issue of my camera missing me entering and leaving the door, but did not help with this. This is frustrating, but mostly scary as a person living alone. Weirdly enough, it seems this only happens with motion not related to my door moving. For example, this never happens when I open the door and leave, but always happens when motion is triggered by something else like someone walking up to the door.

Caitlyn_Ring · Answer

Hi @user_c510d9. Do you have Smart Alerts enabled? If so, check these settings to see if you have your Doorbell set to not record some motion types. Is this your only Ring device, or do you have multiple? If you have multiple devices, make sure you're looking at Event History for the correct device.