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?
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, 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 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. 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 to see how to contact support.
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.
Hi @Melle_17. Has the support team followed up with you on this yet? Sometimes, it can take 24-48 hours to hear a response back. If you have received a response, you can reply directly to that email to communicate with the team member working on your concern.
I have only received one email saying it has been escalated but no idea of when it might be looked at. This has been so frustrating. It doesn’t sound like anyone is working on it at this point.