Black videos

Not sure where to place this question because it is affecting both my ring doorbell and security camera. For a while I have had nothing but black videos on my wireless doorbell, I thought maybe it was because the battery was low, but now I have them on my hardwired security cam too. This is not to do with the wireless connection because i do get the snapshots. This is very frustrating. Can someone please point to a solution? Thanks

Hi @JRP5. What model of Ring Doorbell and Camera do you have? You can find this information on the Device Health page in the Ring App if you aren’t sure. Are you able to access the Live View with either device, or does that also not load in addition to your previously recorded events just showing black screens? Also, feel free to share a screenshot or video example of what you see when you try to access your videos, that way I have a better idea of exactly what you’re seeing on your end.

When attaching this video, you will need first gather the share link of the video. You can do this by going into the Event History in your Ring App and choosing to share it via email. From there, copy the link that is generated and paste the link in the body of your post. In addition, you can upload this video elsewhere, such as YouTube, and then share the link to the video in your reply.