Oddness Just Started - Doorbell Detects Motion & Rings But Doesn't Record

Hi All,

We have had our Ring Doorbell (hardwired) running for over 2 years and just recently it stopped recording any video. The weird thing is it still detects motion and rings perfectly. These events show up in the Event History but when you click on one to view, it displays a pop-up “Recording Does Not Exist”. Sorry but the cloud video recording was not active when this event took place. I know camera is working as when I open the Ring app it shows the most recent snapshot it took.

My doorbell does have a Protect Basic Plan which recently renewed so I know the recordings should be saved and accessible.

I have tried everything including resetting the doorbell and completely re-setting it up from scratch. Any advice?



I forgot to mention, Live View is not working either. It just shows connecting and eventually timesout. I just tried using the Rapid Ring app and same issue, no Live View.

RSI is -41 so connectivity is good.

I am also having the exact same issues. Trying to troubleshoot but so far no luck.

I just started having that same problem, as of June 3rd. Account is paid and active. Tried to get support from Ring, but the only support option that shows up is Community.

I have the same issue. Mines not worked properly since March. Can’t contact support only the community. No issues with my speed or connection.

Hi neighbors! To learn about how to contact support during, please check out this help article.

Just to confirm, does everyone have a Protect Plan? Also, are you able to check your timeline and see if the events play there? Thank you!

Hi, yes I have a protect plan. I’ve checked my timeline and nothing plays in that either☹️

@Eggynog Thank you for confirming that! Could you please reach out to our support team for further assistance here to see what could be causing this? 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. 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. Let us know how this goes! :slight_smile: