Neighbors app - this video is unavailable

Just started happening recently, maybe in the last month. Lots of postings on the Neighbors app are appearing with the caption “this video is unavailable” instead of the video itself. Has there been some sort of security change around video visibility?? This is baffling.

I have this exact same issue. Every video that someone posts shows up with a black screen and sad face and states “This video is unavailable.”

I’m a member of 2 different neighboorhoods in 2 different states and this happens in both with everyone’s Ring video posts.

When people post pictures (of lost cats, for example), they show fine. This happens just with the videos.

Any solution to this???

Hi neighbors! Try removing and reinstalling the Ring app on your mobile device. This will ensure the app is up to date and optimally integrated with your mobile device. If these are only happening on newer events, please check back after some time to see if these videos appear a playable. Feel free to let us know how this goes! :slight_smile:

No luck. Deleted app. And reinstalled latest app. Had absolutely no effect. In the NEIGHBORS section of the App still get the random “video not available” message. It is random. Most videos load no problem. And some videos that are unavailable will load at a later date - a few days later for example.

And some videos that are weeks and months old - that I was able to view in the past - are now coming up as “unavailable”. Quite annoying. Many users are reporting same across the board.

Also. Other neighbors can clearly see the videos on NEIGHBORS - when I am getting the unavailable screen. And vice-versa. Sometimes I can see the NEIGHBORS video - but other neighbors report that it is unavailable.

I have a 1GB up/down fiber connection.

Here is a video that I could see from 33 days ago - that is now not available.

Very frustrating.

And this has just started recently - during past two weeks or so.

Before that - was rock solid. Never had an issue.

I have this exact problem. My details:

iOS level: 13.6.1

Ring App: Deleted, re-installed on 8/28/20.

Wifi Signal Strength in Home: Excellent

Several iOS devices have different behavior

A few of our devices are unable to view OUR video posted to the Neighbors interface.

Help please!

Thank you.

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Hey neighbors, happy to step in for Marley here. Since the Neighbors App and your phone’s OS are up to date, please give our support team a call at one of the numbers available here. They’ll be able to take a deeper look at what’s going on and offer more advanced troubleshooting steps. 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 hereto see how to contact support. Feel free to let us know what support recommends, as it may help other neighbors with a similar concern. :slight_smile:

We have to call customer support?

What good is this forum then?

United States

1 800 656 1918

This forum is mainly a peer to peer support forum. There are Ring agents here but what they can do is limited. Customer service offers the most services. That’s why the direct you to call them. They can look into your account and devices. Agents here can not do that.
Information on customer support below.

https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19

https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch

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