Missing Events

Hello. We just installed a Ring system, including a video doorbell, two outdoor stick up cameras and one outdoor spotlight camera. They’re all linked. We recently noticed that many events are being missed or not recorded properly – such as whole events of packages being delivered, etc. – the event won’t be recorded or maybe only a portion, like the very end of them, leaving the property, etc. This is very distressing as it sort of defeats the purpose of having this system – is this a usual thing, or is there something we need to adjust in our settings, etc. Thank you.

Hi @Fieldsendart. Typically, this is something that can be adjusted in your Motion Settings or Motion Frequency. If you have multiple devices that are linked, that could also be why you are getting “delayed motions”. If another camera is generating an event, it might be taking priority over the camera you are expecting to see a full video on. I would try adjust settings on the camera in question and also unlinking it to see if that offers any improvement. If this doesn’t yield the desired results, 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.