New Stick Up Cam Issue with Recording Videos

Last week we purchased a Ring stick-up cam. it seems to work fine except the recordings are Black, always.

I was on a chat with Ring for a few hours and ended up getting disconnected. A fix was never figured out during that time. He even had me log into our wifi router and check settings, etc. Our internet provider is adamant there is no issue with the internet/firewall, etc. which might be causing the problem.

I have done a hard reset (hold reset button 20 seconds & reset up) twice already and it has never worked.

Suggestions before we give up and return the camera?

Sorry to hear about this experience @susand1964 ! I recommend uninstalling and reinstalling the app to see if recordings will work as intended. If this does not work, please give our support team a call, at 800-656-1918, for more in depth troubleshooting. :slight_smile:

We have tried this, and even viewing them on a computer. Ring support has tried to view also. They are now saying we should return the cameras and try new ones.

My opinion is that the cameras should work because they do record videos correctly when connected to a neighborhood Guest network.

I have talked with Ring, Suddenlink, and Motorola numerous times. All say it should be working. Motorola had me use the port forwarding, etc. document from your support site named The Protocols and Ports Used by Ring Devices.

One question I still have…

I must put in a device IP address when port forwarding. I assigned the camera one on the modem and it connects using that address (I can see the MAC address of the camera and IP on connections). Should this IP address I assigned be sufficient for port forwarding?

I would try setting up a guest network on your router or connecting them to a mobile hotspot and see if your cam still has issues with black videos. If the camera works great in those, then you would be able to narrow down the source of the issue to possible settings within the router.

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I am having the same issue with my Stick Up Cam. I purchased it right before Christmas. Help…