Responses (3)

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  Marley_Ring

  Hey @VolkerH! Try uninstalling and reinstalling the app on your mobile device, or trying a new setup on the Cam to see if this improves functionality. Keep in mind that the Snapshot feature may only show for new device setups. Check out our [help center article about the Snapshot feature](https://support.ring.com/hc/en-us/articles/360034355652-Taking-Timeline-Security-Snapshots-Using-Snapshot-Capture) and answers to frequently asked questions. I hope this helps! :)

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  04-12-2019 09:27:06

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  VolkerH

  I did both and it didn’t change the display. It seems to take the snapshot (timeline has the placeholders in between the motion and live view recordings) but selecting the snapshot tile i still get the “This footage is unavailable” message with an icon. 

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  04-12-2019 09:50:46

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  RapierM

  I am having the same issue with my floodlight cam, although the feature is working fine on my ring doorbell 2.

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  07-12-2019 02:32:58

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  VolkerH

  I now added a Doorbell Pro to my set up and the same issue. Snapshot is activated but it says the file is not available on the timeline. On the preview panel I see that image changing occasionally but was never able to see Or browse the snapshots.

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  22-12-2019 08:43:38

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  bothra90

  I have the same issue on my floodlight cam. Will appreciate help from Ring support staff.

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  27-12-2019 08:04:03

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  Amra

  We installed six cameras this month and it does not work on any of them, even after reinstalling the app multiple times. All are stuck on the Version 1.16.00263 firmware.

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  28-12-2019 10:37:06

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  Trekcycler

  I too purchased a defective unit that was marketed to have the snapshot feature functioning. We purchased new in the past month. Ring and Amazon are currently distributing devices that may contain old hardware because they do not practice first in first out inventory methods and did poor validation on their firmware release strategy. We all know now the firmware package that contains snapshot isn't backwards compatible to units with certain internal hardware peices. Ring should not be selling these faulty devices or their marketing strategy needs to be corrected until a permanent validated solution is implemented. I spent 2+ hours with elevated ring support today on this issue.

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  31-12-2019 04:25:10

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  Nacho

  > @Trekcycler wrote: > I too purchased a defective unit that was marketed to have the snapshot feature functioning. We purchased new in the past month. Ring and Amazon are currently distributing devices that may contain old hardware because they do not practice first in first out inventory methods and did poor validation on their firmware release strategy. We all know now the firmware package that contains snapshot isn't backwards compatible to units with certain internal hardware peices. Ring should not be selling these faulty devices or their marketing strategy needs to be corrected until a permanent validated solution is implemented. I spent 2+ hours with elevated ring support today on this issue. Exactly. I believe that Ring Floodlight cameras with firmware 1.16.00273 are bricks. Otherwise, why would mine running 1.16.00273 not at least update to the version running the "Up to Date" version? The Ring Floodlight camera running the "Up to Date" version works very well. Although Ring claims to be working on addressing issues with a 2.x version, this is just a red herring for those running 1.16.00273. My faulty unit is going back. Ring has Rung.

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  31-12-2019 02:05:49

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  Trekcycler

  I'm less than satisfied. We spent over $1k on Ring equiptment less than a month ago and Ring is unable to provide a solution. This is garbage. Being new here, I started a new thread on this last night. [https://community.ring.com/t5/Ring-Community/Poor-Customer-Regarding-Snapshot-Feature/m-p/12792](https://community.ring.com/t5/Ring-Community/Poor-Customer-Regarding-Snapshot-Feature/m-p/12792)

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  31-12-2019 02:45:11

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  tmfrenc

  I have a ring cam floodlight that gives me the message "The footage is unavailable". This happens at night. It does not happen during the day. What does this mean? During the first 2 weeks, I did not get this message, and I got recordings of deer and various other animals at night. Now I get no recordings and the message: "The footage is unavailable".

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  31-12-2019 01:10:49

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