Motion detector shows black video screen

I have a ring camera. When I get a notification of motion detected and go to watch it the video is just black. How can I fix this? Amd why is it happening? Thanks

Hi @Armydad. There are a few reasons why you could be experiencing black video. I would first try to make some adjustments to your router to see if that corrects the issue. This Help Center article here has information on how to do this. If you are still having issues with black video after making those adjustments, you’ll need to reach out to our support team to see what exactly is happening.

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.