Event history not playing

Hey all, I’ve been having this issue for a while where I can’t watch any of the playback videos. I’ve deleted the app from my phone, rebooted my phone, checked it’s up to date and it still doesn’t work.

The same issue is happening for all my family members and they’ve all followed the steps above.

The event history tabs don’t work on WiFi and even when we switch to cellular only.

Anyone else having this issue?! Would appreciate some help on how to get it sorted! Thank you!

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Sorry to hear about this, @ZaraS! The best thing to check next, is subscription status. Please check that a Protect Plan is subscribed for the Ring device and location, from the owner account. This will ensure videos are saved for playing back for both the owner and shared users.

Feel free to also try logging in on Ring.com, via web browser, to check event history and plans there. I hope this helps! :slight_smile:

I am having the same issue with my event history not playing. I have tried playing it from both my iphone app and online through the ring.com site and there is no playback. The health shows good with 100% battery and a good signal to my wifi. I can’t get the live view to play either. Any suggestions? Do i need to somehow disconnect the unit and then reconnect it?

Hi @mszgolf1846. Is there a specific error message you are receiving? As long as you have an active Ring Protect Plan subscription, you should be able to view your recording history. If this is not the case, please reach out to our support team to take a closer look at your account. 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.