Black Video Footage
Today I experience black video footage on 2 out of 6 cameras. Like most of you it was during an important time I needed to see who and why people were running thru my yard. I called RING. I spent a lot of wasted time on the phone with them. The reasons they were giving me on why there was no footage made absolutely no sense. They wanted me to go outside to reset and trouble shoot blah, blah, blah. They eventually said it happened because I don't have a Chime Pro. They checked and realize one of the cameras that failed is indeed connected to the Chime Pro. The next excuse given was its your internet connection. They said I needed to contact my internet provider. A bunch of bull. When RING first came out their products were fabulous and on point. Somewhere down the line when RING was sold to another company their quality products went out the window. Ive had problem after problem with their products and customer service. There is no reason or failure on our part why these videos are completely black with no sound or footage. Ring needs to get it together. I am very disappointed.
914 •
0 •
5 •
28-07-2021 11:30:21
Responses (5)
- T
Hey @NewNeighbor. This is not the experience we want you to have. Often times, Black Video can be attributed to poor signal, packet loss, router configurations or all of the above. A quick and easy way to test this would be to connect your camera to a wifi hotspot that is right next to the camera. If you have black video while connected to the wifi hotspot, there is something wrong. If you have clear video, you've narrowed the issue down to your network. This Help Center article [here](https://support.ring.com/hc/en-us/articles/360023439472-Fixing-Black-Video-Errors-by-Adjusting-Your-Router) has some information on changes you can make to your router to help with black video. Let me know how this goes for you!
•0
29-07-2021 06:45:29
•
- U
I hope this helps others with this problem. This was my situation: Three out of my four devices( doorbell 2 pro, flood light cam pro, spotlight cam) had black video screens. Live recording worked about 50% of the time. The fourth device worked perfectly fine. Our devices had great internet signal. Pinpointed time when things stopped working. No obvious changes or updates to any devices. All three devices stopped working properly at the same time. Interestingly enough, the fourth device was an older model purchased several years ago. The newer devices were all purchased within this year. Rebooted router. Rebooted all cams. Nothing worked. This is what finally worked. Go to device general settings. Remove the device. Add the device back on through " set up a device". This worked for me. Hope this works for others.
•2
24-11-2022 06:39:05
•
- H
Thanks! Your tip worked for me. Appended: Oops...spoke too soon. The issue recurred later this morning with all of my cameras. Now, I'm only able to view video playbacks on my android phone. There is a larger/growing thread on this same issue involving an apparent system format change (data formatting). I guess I need to wait/hope like everyone else for a system fix.
•1
14-07-2023 07:37:07
•
- S
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
•0
13-08-2023 07:37:26
•
Didn't find an answer ?
Log in or create your Ring account to post a question and join in the on the conversation.
Community Resources
©2024 Ring LLC or its affiliates
rchildress
I've also got black video - and one that is staying offline for video but shows motion events so I know it's talking
0
29-07-2021 12:44:37
•