Doorbell Record time 9 seconds but set at 60

I have been messing with this device for days now. I am getting super frustrated. I have changed all my settings & zones. I have reset the device. I just don’t know what else to do. I am missing SO MANY events/people on my porch/motion/packages being delivered. I have read pages of suggestions. I have turned things on. Turned things off. I just cannot figure this one out. I have my device set to record for 60 seconds, at the highest frequency. I am ONLY getting 9-10 seconds of recordings each time though. My Ring Floodlight camera is set at 60 second recordings and is recording at 60. Both my Floodlight and Doorbell are hardwired. I’ve checked signal strength. Everything is good, or seems to be. I haven’t noticed any issues until recently. Packages would show up on my porch but I would never see any recording that deliver drivers were on my porch. Now my floodlight cam in the driveway will pick everything up. So I’d know when they’d arrive & leave and could search the recordings for my porch/door - and there’d be nothing. So it’s not picking them up AT ALL - for unknown reasons OR the recording is just so short that it’s not getting them on the recording. I just don’t know but in any event - I have it set to record at 60 and I’m getting a standard 9-10 second record. That doesn’t make sense to me. After looking around a little, I have what they’re calling the The Ring Video Doorbell 1st generation because it has sensors on the back of the device as well as sensors on the on the mounting plate. I was able to look that up and compare to gather that information. I am not sure what to do about the settings that I haven’t tried. I am not sure what changed about the recordings. I never used to miss activity on my porch. I can’t say for sure what the length of my recordings used to be but I know I would always get every single person who came on my porch, sidewalk, yard, steps, etc. And I changed nothing but now I am missing a lot. How can I be missing people ON my porch & at my door (even if they’re not ringing the bell, they’re still at the camera) AND how am I only getting a few seconds of recordings if I have it set for 1 minute. Thanks for any help you can give.

HI @Jamafir. It sounds like you have already run through the basic troubleshooting steps that I would have suggested trying in order to get this resolved. In that case, it would be best for you to reach out to our support team directly so they can take a deeper look at this for your. Please 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. Feel free to report back on what solution our support team recommends, as it may help other neighbors if they have a similar concern. :slight_smile:

Thanks so much. I did reach out yesterday. The rep was as stumped as I am. They think maybe some sort of software or perhaps hardware issue. They really couldn’t offer me any other solution of things to try more so than the things I had already tried and they could see that I had tried. They gained remote access to the camera and saw the same concerns. So they offered me a % off of a new doorbell purchase.

I have the Ring door bell and spotlight camera. Both are set with 60 seconds recording duration. Sometimes the door bell records the full duration but the spotlight camera only ever records for for 6-9 seconds. Sounds like I have the same issue. I would guess its a software issue. Hopefully with many having the same issue, Ring will address.

I am not a ring support engineer - but while you are on hold waiting to get one on the phone - you might have a look at fast.com. Have a look at the latency values (under show more info). Then browse the internet for information on loaded latency. Are your latency values good ?

Do you have Advanced Motion Detection enabled? Try disabling that and see if that affects the recording time. Also double-check your Motion Frequency setting.