U
Missing footage
hardwired-video-doorbell
connectivity
troubleshooting
I’ve had a notification of motion from my ring doorbell through my phone where I can see the small thumbnail image but when I clicked on it it takes me to the ring app where it says ‘processing’ then just disappeared. Is there anyway to find out where it’s gone? Thankyou
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18-06-2023 02:19:29
Responses (1)
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Caitlyn_Ring
Hi @user48517. An active Ring Protect plan is required to have access to video recording, so make sure your subscription is active. When the Doorbell finishes recording an event, the video will need a moment to process before it's able to be viewed. However, it should appear in both the Event History list and the Event History Timeline once the video is done processing. Check that your Ring app is fully updated to the latest version available, and verify that your Doorbell has a strong [signal strength](https://support.ring.com/hc/en-us/articles/217271526-Checking-Wifi-Signal-Strength). Interference with the wifi network can impact the Doorbell's ability to record videos properly. If this issue persists, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406#callus). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.
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19-06-2023 04:10:39
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