Hey @bmiller. Chiming in for Marley here! Wanted to get this cleared up for you and have you know what the best next steps here are. For the camera to record and function properly, there must be a stable wifi connection for the device. When motion is sensed and the camera is triggered to go “on” and record, the camera needs to get the signal from the router back in response to it’s need to record. Once there is confirmation of this stable connection from the home wifi network it is connected to, it will attempt to record and store the video at the same time. If it is unable to store the video because there is not a stable enough connection, it may show in your app that there was an event, but it may say that the video is available. Same will go for Snapshots that don’t have a stable internet connection to process the Snapshot Capture. Please note that the cameras and doorbells do not have cellular backup, that is only for the Ring Alarm Base Station, and offered when paid through a Protect Plus Plan.
You may also be getting that error message because a shared user could be deleting your video. Do you have any shared users on your account, and if so, have you asked if they are deleting certain videos? This is great to confirm to ensure you have covered all your bases! Lastly, if your video has not lights coming in when recording, it’s possible that what was triggering the Floodlight Camera may have been a Linked Devices event (if you have this enabled), or it’s possible what triggered the camera did not trigger the light zones for your Camera. You can learn more about proper positioning here for the Floodlight Camera.
In your situation, I recommend contacting your ISP to see if you are having or were having internet issues during late at night, as this could explain why the video is unavailable as well. In the event that this may happen often and not just the one or two times, or your ISP is unaware of any outages you have or have had, 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. 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.