Ring Security Cameras
Video not recording
Our Ring Wired Spotlight Camera appears to be working fine - connected to WiFi, can see live view on App and we can control the camera and light via the App. However when the camera is triggered (lights come on) no video is being recorded, and nothing shows in event history. We are on Basic annual subscription plan which is paid up. We’ve tried powering off and on but still doesn’t work. Help !!!! Any suggestions ?
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29-05-2019 06:22:16
Responses (12)
- B
I am having the same issue for the last 6 days. It won't record or notify when there's something moved within the range. I can only view LIVE. The cloud still record live, but can't detect any motion.
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04-06-2019 07:13:30
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- G
I am having the EXACT same Issue with the Stick-Up Cam I just installed: Everything seems to be working on it, including Live View, but it WON'T RECORD VIDEO. Has anybody found a good Resolution for this?
•3
14-06-2019 04:48:26
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BMine hasn't been fixed yet. I have 9 cams from Ring and only 1 of them is having this problem. I have removed and installed my flood light multiple times and even hard reset. The problem is still here. I would contact Ring customer service representative for help, but in the past, I have had so many bad experiences with custmer service department. I will just wait it out. If thing doesn't get any better with Ring, I will just switch to @rlo cams.
•4
14-06-2019 08:06:06
- M
Hi neighbors! Great to see you all sharing your experiences with one another in the Community. It is important to us that you have the best experience with your devices. With the various details shared about each of your experiences related to this concern, though they are similar in nature, it does sound slightly different given the different devices involved. Most often when Live View works, but videos are not being logged for motion events, it can be due to settings in the app for that device. Since everyone's devices are in their own unique location with settings tailored to their environment, we would suggest calling our support team. They would really appreciate the chance to dig a little deeper and help get things running smoothly. @Boring we hope you will give our awesome team members a chance to help get things sorted, as our neighbors safety and happiness is our top priority!
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14-06-2019 11:09:07
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BUpdate: @Marley\_Ring persuaded me to call the CRS. The problem was the firmware. For some reason, motion alert was turned off on Ring HQ but on the APP was shown as ON. Ring sent my cam new firmware and everything is back to normal. Thanks, Marley!!!
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20-06-2019 01:50:34
MGlad to hear your peace of mind has been restored and everything is fully operational. Thank you for reaching out to us, and support, as we are always happy to assist!
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20-06-2019 06:33:16
SI’m having the same problem with a ring doorbell 2. I have turned all motion settings on and off and still no motion activated recordings. Live video records fine. No idea how long it’s been this way as there are so many other events from other cameras that I didn’t notice till recently this camera wasn’t working correctly. It appears to be fine on the surface with a perfect clean bill of health. You all need to let us initiate firmware updates or roll them back. You could bury it under advanced or something but it would be nice to be able to get under the hood even a little and not have to rely on a CSR to do much of everything diagnostic. Or in the alternative we could email and ask to have something done that we cannot do ourselves. Thank you
•1
11-10-2019 07:44:13
MHey @Socrates99! This sounds like it might be best brought up with our support team. Keep in mind you can call them at 800-656-1918, or chat with support at Ring.com. There is also email support available at Help@Ring.com if this better suits you :)
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11-10-2019 10:44:49
SHi. I just got a Ring video doorbell camera. Went thru all the setup settings and at first everything was working well. I tested the thing myself: opened the door; walked in front of the dood(bell); can see the cars passing by out at the street. However today when the mail carrier delivered my mail (up the walkway to the mailbox right beside the Ring doorbell), there was no alarm, no video (recorded).... Afterward, I watched the video from the exact moment. All I saw was my walkway, a passing car and the noise the mail carrier made putting mail in my box. I know the thing works so why not when someone walks up the walkway? I even opened my door afterward and walked outside partway down the walk and back and video was fine! What gives? I'm not sure if a support person can actually fix this!
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24-04-2020 10:08:16
- G
My Video is now recording, too: In my case, I had hidden the Camera inside a China Cabinet in our dining room that has glass panes in it (so the Camera could see outward)... Well apparently the Lens didn't like it because as soon as I took it out and just set it on the table, to test, it started recording Motion just like it's supposed to. The odd thing is that Live View worked fine when it was in the cabinet, but not Recording... But I'm good now.
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20-06-2019 06:43:07
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MHi GSKERN, Liveview would work as you are initiating the recording. But for motion triggered recording there needs to be an event. If it was a battery model it is relying on IR to determine if there is a motion and with such a cam behind glass it was not able to detect any motion. “Ring products “see” the world through a network of three linked passive infrared (PIR) sensors. These are heat sensors that detect motion by monitoring heat within the detection area. Since people are hotter than the surrounding areas, as a person enters the detection area, the heat measurements change. The motion sensors register this change as movement and send out an alert.”
•2
25-06-2019 07:26:02
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Marley_Ring
As long as the Ring Protect Plan is up to date on the owners account, you are logged in as the owner, and your Cam is setup using the proper plan location, your application should show the recording history. We recommend you try uninstalling then reinstalling the Ring application and complete a new setup of the Cam in question. If these steps do not resolve your concerns, it would be best to contact our support for a more in depth look.
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31-05-2019 09:52:34
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