History Clips-Black Screen

Hello I have an issue that has arisen in the last two days which has never been a problem before…
I have a hardwired Ring 2nd Gen. doorbell and everything works perfectly fine on my Galaxy phone Ring app (ie Live view/historical videos)…

My HP laptop has never had any issue with live view or historical video clips on Ring.com but two days ago all the historical video clips are all black although I can hear sound.

I can see live view footage clearly on my lap top.

As stated all historical clips are being recorded as I can see them on my phones Ring app but have no idea why they are black screen on my laptop.

I use Chrome browser with latest updates, there is no VPN on my laptop or recently added firewalls. I have tried Microsoft Edge browser on my laptop but still the same issue.

I have shut down and restarted my computer but still the same issue, have no idea why the history clips are all black, has anyone else experienced a similar issue??

Hi @Barrybados. For this concern, I would suggest reaching out to our support team. They may need to adjust some settings on the back end, but this can only be confirmed by contacting support. You can send us a message on Facebook @Ring, or please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.

Thanks Tom, spent considerable time on phone to customer support yesterday on this issue which has not been resolved, they have upped the complaint to another team and I have to wait 8 days to see if it can be resolved. A few other people are having exactly the same issue as me so it seems to be an issue not soley to me!

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Hi @Barrybados. It’s good to hear that your concern was escalated so our team can take a closer look.

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