Responses (2)

• M

  Marley_Ring

  It sounds like you've taken all the proper steps for this feature to work @philbr41! I recommend double checking that this feature is fully enabled in your app. To activate the Snapshot Capture feature, follow these instructions: - Open your Ring App. - Tap the three-lined icon on the upper-left hand corner of the app to open the side menu. - Tap **Devices.** - Tap the desired device. - Tap **Device Settings.** - Tap **Video Settings.** - Tap the **Snapshot Capture** toggle. Feel free to check out our [help center article](https://support.ring.com/hc/en-us/articles/360034443672-Using-Your-Snapshot-Capture-Feature) about Snapshots for more information. :)

  0

  •

  29-01-2020 08:01:47

  •

  Reply
• S

  Smurfette64

  Mine has the opposite issue - I want it to record video and it only takes a snapshot with audio in the background - how useless is a vdeo doorbell that doesn't record video :(

  0

  •

  01-12-2020 01:40:07

  •

  Reply

  C

  Caitlyn_Ring

  Hi @Smurfette64. Would you be able to share an example of what the videos your Ring records look like? When attaching this video, you will need to compress the MP4 file into a ZIP file, as ZIP files can be attached to your reply and not MP4s. In addition, you can upload this video elsewhere, such as YouTube, and then share the link to the video in your reply. Alternatively, if the video is saved in the Event History in your Ring App, you can choose to share it via email and copy the link that is generated.

  0

  •

  01-12-2020 06:27:44

  S

  Smurfette64

  Hi Caitlyn Here are a few samples - snapshot with audio: [https://ring.com/share/c46711cc-ab2f-4903-8d54-7bdd5fc25872](https://ring.com/share/c46711cc-ab2f-4903-8d54-7bdd5fc25872) and [https://ring.com/share/496b7cda-474c-424f-bb38-ebffdc11f524](https://ring.com/share/496b7cda-474c-424f-bb38-ebffdc11f524) and [https://ring.com/share/54828d54-58d8-44f4-b5b1-c91d7876b33e](https://ring.com/share/54828d54-58d8-44f4-b5b1-c91d7876b33e) And completely black: [https://ring.com/share/641410e5-7cc3-4d62-beb1-6725e8d85913](https://ring.com/share/641410e5-7cc3-4d62-beb1-6725e8d85913) and [https://ring.com/share/a82123b2-09c0-444d-9494-acd97cd5490e](https://ring.com/share/a82123b2-09c0-444d-9494-acd97cd5490e) And that is just a couple of sample - I sent copies via FB Messenger to Ring asking what the problem was also - as yet they haven't even bothered opening my message let alone responding to it

  0

  •

  01-12-2020 11:42:39

  C

  Caitlyn_Ring

  @Smurfette64 Thanks for sharing those examples! It looks like there may be some video quality issues as these don't look like snapshots, they look like recordings that are freezing due to some connection concern. I'd recommend checking out [this](https://support.ring.com/hc/en-us/articles/205348254-Poor-Video-Quality-Troubleshooting) Help Center Article, which will take you through some different troubleshooting steps that can help you get the video working properly. If this continues to happen, then I'd recommend giving our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). They can take a closer look for you and offer more advanced troubleshooting steps. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support.

  0

  •

  02-12-2020 10:11:48