Responses (4)

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illcaptive
i have the same problem
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28-08-2020 22:11:20
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Djschwartz

No video, despite system status saying problem is resolved

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28-08-2020 22:53:10

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GKAYAKINBUM

Yup still not resolved. It's Ring's cloud issue . Does the same thing at home on my windows 10 Ring app. Does the same thing when I check it at work not using the iOS app. Come on Ring let's get this fixed. If I try to download the video from the Windows 10 it says "Server response was NotFound (NotFound) If I download from the 26th and earlier it's normal ability to download and view the videos online.

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29-08-2020 04:17:16

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Cas74
I have the same problem, no live view and can't access the videos
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30-08-2020 06:31:11
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GKAYAKINBUM

Called Ring support which was not all that informational other then the support person (call center non-technical) replied they are aware and trying to resolve. I tried to obtain a ticket number or support case reference this system wide issue that is affecting not just one person but from what I can tell many. (not everyone is going to call in until they really need to view their videos and find out they can't) the Ring support 800 number is geared more towards selling you products and not supporting the products they have already sold. Might have to rethink the whole ring idealogy based on this. She gave me my own case number said Ring would contact me to resolve but not holding my breath. GOOD thing I have a Blink camera as backup to the front door area as that camera never appears to fail me as simple as it is.

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31-08-2020 18:12:53

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Eagle328

It should be resolved but I haven't looked today to see myself. Here is a link to their status page. It will describe all issues affecting Ring services. [https://status.ring.com/](https://status.ring.com/)

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31-08-2020 19:15:27

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GKAYAKINBUM

It is not resolved I still can not view any of the mp4 videos on iOS app or Windows 10 app after the 26th of August. That response saying the fixed the video processing delays was on 30 Aug. It's now the 1st and same issue. Events being historically captured but videos inaccessible. Live view doesn’t work as well even though it shows up in event history that you tried to use it. Maybe my ring device camera has gone bad even though it’s triggering but maybe it’s not sending the mp4 to the cloud. Someone at Ring needs to look at my mp4 files to see if they are intact or just blank placeholders with 0kb sizes which makes more sense but others are having similar issues. (We as customers can't see this)What I am able to see is under the LiveView where it takes a snapshot depending on the interval you pick I see the image changing. I'm not sure where this time lapse is kept so the camera is working to the best of my knowledge based on this. It was set to every 14 min but I changed it to 1 hour so whereever that captures to works but not able to view any MP4 after the 26th. Frustrating on how they think they resolved and their is no support that itsn't just reading from a script response.

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02-09-2020 01:34:41

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Eagle328

If it still doesn't work, you need to contact customer support. Information on customer support below. [https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19](https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19) [https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch)

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02-09-2020 01:37:53

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GKAYAKINBUM

I have contacted customer support by using their 1-800 and like I noted they read from a script and repeated the same response and are just call takers not tech's. I have not gotten anything back from that exchange if they are actively working or need more info. I expect the wrapped it into the issue that resolved on the 30th for video delay processing which it's the 1st and still not. I don't have the time to keep on calling and if they don't step it up other devices on the market I can migrate to simple as that. I'll give them some time. but unless some of the others who replied saying they were seeing the same thing is now resolved for them then I'll call support again.

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02-09-2020 01:50:08

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Eagle328

Just offering advice. I've not had this issue myself except when it was down. So it may be something on your end. I'm guessing you've tried uninstalling and reinstalling the app. Other than that, you'd need Ring to check your device. Wish I could offer more help. Hopefully your's will start to work again. Have a good night.

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02-09-2020 02:00:40