Ring Security Cameras
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No video
I have a ring spotlight cam and doorbell and neither can get video currently. My spotlight cam is receiving numerous alerts but I cannot open them and they do not show in history. Also cannot do a live video. My doorbell also receives alerts but the videos are just black (although they do show in history). I also cannot do a live view with that. All these problems started over the weekend. I spent 2 hours on the phone with support last night with no resolution. Clearly I have 2 cams for a reason and now they are useless, yet I'm still paying for them. Getting pretty irritated. Has anyone else run across this problem and been able to fix it?
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28-10-2020 22:05:03
Responses (1)
- M
I have done everything you mentioned. I have spoken to support on 3 different occasions. they can't figure out and confirm my devices are connected correctly and should be working. They have escalated the problem and said I should hear from someone but I still have not heard from anyone. Any other ideas? This is getting frustrating.
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18-11-2020 19:38:32
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Caitlyn_Ring
Hi @Melle\_17. Since you have already been in contact with our support team, you may need to follow up with them again to get to the bottom of this. In the meantime, I can share some links that may have helpful information regarding the Live View not working for you. First, you can check out our Community Post [here](https://community.ring.com/t5/Ring-Device-Tips-and-How-To-s/Live-View-Not-Activating-and-Connecting-Troubleshooting-Tips/ba-p/821), which contains basic information on what may be causing the Live View not to work. As for any black video errors, you can review [this](https://support.ring.com/hc/en-us/articles/360023439472-Fixing-Black-Video-Errors-by-Adjusting-Your-Router) Help Center Article for some troubleshooting tips on that concern. If that doesn't help out, you'll want to reach back out to our support team give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). They'll be able to take a closer look at your devices and your account in order to help get this resolved. 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](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support. :)
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29-10-2020 16:02:37
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