Ring Video Doorbell
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Ring Doorbell 2: This footage is unavailable
I set up my Ring Doorbell 2 (hardwired) about a week ago and enabled the snapshot timeline feature. Since setting the doorbell up, around 75% of the time between 6:30 am and 5:30 pm shows "this footage is unavailable". The chunks of time that say that can be anywhere from around 15 minutes to a couple of hours. During the hours of 5:30 pm to 6:30 am (basically when it's dark), all the snapshots are there (about one every 5 to 15 minutes). So basically I get 9 hours of unreliable snapshot recording and 13 hours of flawless snapshot recording. Basically the snapshot timeline feature is completely unreliable during the day and works great at night. I"ve spoken to support. Tier 1 blamed my Wifi, despite the fact that motion and ring video is captured without issue and video requires a lot more bandwidth than a snapshot. A higher level tech mentioned that the feature was still in testing and the app might be incorrectly reporting the footage is unavailable when snapshots were never taken. That too seems suspect because of the 2 hour chunks with no snapshot and then fact that at night there are no unavailable footage chunks. It seems like this feature simply doesn't work well during the day, which is when there's less Wifi being used. Any ideas why?
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17-11-2019 05:38:38
Responses (3)
- L
I have been experiencing the same on my Ring spotlight camera is missing snapshots and maybe video. The doorbells work fine
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03-01-2020 11:34:04
- F
This started as of today I notice I have the same issue. So is there a 'FIX' for this?
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14-01-2020 23:00:08
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AThank you for the reply, but connection is actually not an issue. The RSSI is 33 which is pretty good, and recording video works okay. Only the snapshot is having the issue. Last customer support asked me to remove and factory reset the device and re-configure and add back to the account but nothing change.
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15-01-2020 18:41:53
- J
I’ve had the ring video doorbell for a couple of weeks and it regularly says footage for large periods of time are unavailable. I bought the camera because our neighbour keeps letting her dog use our lawn as a toilet. Unfortunately we’ve not captured the evidence because it always happens during the periods when footage is unavailable. I called customer service, waited for 20 minutes to speak to someone and then was told to reset the device. I did this and was then talked through the setup process. The problem still exists. They only explanation Ring could offer was that maybe someone was logging in and deleting the footage! Ring, always home except for 6 hours of the day when it decides to take a break!
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17-01-2020 11:50:14
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GSo initial install, no issues with snapshot. As time as gone on, I've had more and more snapshot gaps in the footage captured. For instance, on a given day if I don't open the app at all, I could have 4-6 hour gaps. Today is a perfect example. 8:26 to 3:03pm until I opened live view, it just showed this footage unavailable.RSSI-35So it's not a wifi issue. What's going on with this? I've had multiple days that are 6+ hours of no snapshot footage.I've had this doorbell since mid December.
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24-01-2020 22:17:45
AAre you hard wired ? You can buy a plug in adaptor for about $20.since I have had it installed and the battery charged (took a day as hardwire slow charges) the issue has not happened again.i got the adaptor from amazon, for the ring 2 and just wired it with out the supplied diode. Works great. The light around the button stays on as well now. Handy at night.
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24-01-2020 22:48:34
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AC16
I've installed the floodlight and have been noticing the same thing. Doorbell works fine, however.
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17-12-2019 07:18:29
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