Black video - Spotlight camera

Hello

I have just recently connected a spotlight camera to my Ring account and all seemed alright until a week or so ago. I get notifications as normal but when loading the Ring app to view the notification, within 2-5 seconds of playback the remaining time on the video is just fully black.

My main router is Vodafone and I’ve got a TL-WA854RE 300Mbps Universal WiFi Range Extender that the spotlight camera is connected to with an RSSI of -56. The Speedtest on the extender returned 30Mbps up and 15Mbps down.

Any help would be appreciated.

Hi @JustJamtastic. If you are experiencing a black screen when viewing live or recorded video in the Ring app, the problem may be related to settings in your router, firewall, or because of data loss. For black video errors like this specifically, you can find some troubleshooting steps in our Help Center Article here. If those don’t do the trick, you can give our support team a call at one of the numbers available here. 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 to see how to contact support. :slight_smile: