Responses (1)

• M

  Marley_Ring

  Hi @bmiller! As long as your device is online and is subscribed to a Protect Plan, your recordings should always be viewable within the Plan recording time frame. Something from the day prior should definitely be viewable. Please ensure there was not any lapse or change in subscription, and that you are the owner rather than shared user. Try also removing and reinstalling the Ring app on your mobile device. Wifi signal strength, or RSSI, is important for video delivery and quality. Check out our [Community post about RSSI](https://community.ring.com/t5/Ring-Device-Tips-and-How-To-s/How-it-Works-Your-Ring-Device-RSSI-Good-vs-Poor/ba-p/751) for tips on optimizing signal strength. I recommend also disabling VPN on your mobile device is it is enabled. I hope this helps! :)

  0

  •

  26-05-2020 04:50:51

  •

  Reply

  B

  bmiller

  Hi Marley, Thanks for your reply. We are definitely subscribed and the owners - I normally view the videos on my laptop and have no problems. I have a good internet connection while viewing. I guess it's possible the internet connection was lost for several hours overnight and came back - would that cause videos created during that time to be "not available"? or show deleted?

  0

  •

  27-05-2020 04:26:57

  M

  Marley_Ring

  A lapse in internet connection could certainly prevent proper functionality of the app, or viewing video recordings. Once your connection is restored, normal operation should proceed. Please check that there is no VPN enabled on the laptop as well.

  0

  •

  29-05-2020 05:30:45

  B

  bmiller

  Hi again, Marley - yes, I can understand a lapse in internet connection would interfere with app function or viewing. But when a motion triggers an "event", doesn't that trigger the camera to record - and doesn't that happen without an internet connection? It seems like what's happening is that motion triggers the camera but it either fails to record or the recording is unreadable...so much so that when I try to download the video url, it thinks it has been deleted. I may be misunderstanding how it all works - does the camera require an internet connection to record properly? When a recording is created, where is it stored? On your server? If so, I guess it would need an internet connection - but doesn't it just use cellular backup? Also, sometimes a recording is created when it's dark, but the light never comes on. Just mentioning this in case it's related.

  0

  •

  31-05-2020 09:47:13

  C

  Chelsea_Ring

  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](https://support.ring.com/hc/en-us/articles/360000124983-Proper-Positioning-for-Your-Floodlight-Cam) 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](https://support.ring.com/hc/en-us/articles/213608406). 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](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support.

  0

  •

  01-06-2020 11:40:48

  B

  bmiller

  Thanks, Chelsea - great explanation! I'm the only one who has access to the videos, so that's not an issue. I had forgotten that cellular backup is only for the security system. But now that I'm thinking about it, if there were an overnight outage I wasn't aware of, I'd expect to have a notification from the alarm system that it had switched to cellular backup. Since it happened a while ago, I don't recall if I got that notification at the time, so I'm going to mark this as the solution and will report the problem if it happens again and there hasn't been an outage.

  1

  •

  04-06-2020 01:25:51