Glad I found this thread. Like almost all others recorded and live feeds are black. Stills are available and can see images on thumbnails.This was first experienced in Dec 2019, no changes have been made to my setup and I did call tech support who took me through hard reset, app removal, adding doorbell again, testing WiFi connectivity.
Nothing resolved the issue. My ticket was passed to 2nd line who diagnosed that there must be something wrong with the device and advised best next step is to buy a new one. They kindly gave me a discount code.
I run the support services business of a IT service provider and have extensive experience in
the delivery of technical support services both remotely, through to onsite engineering,
this includes Hardware warranty and support subscription entitlement.
I know issues happen as new development is made on the technology product and also the changes to those technologies it connects to. It is the job of the technology manufacturer to create proven configuration end to end that can be easily replicated by the users.
Creating simple knowledge articles to achieve will help us and your technical support team problem determine the issue. Much like when you buy software it gives you the minimum specification for it to run correctly, that is the starting point. It is sad to see this issue continue for such a long time with no clear resolution or method to determine where your fault lies.
All of the sudden both my wife and are are getting black video. There have been no changes to any of my equipment, same same internet, same router and Ring doorbell is less than a year old. Something changed and now we canāt playback recorded video. Live video works, battery is not low and signal strength is good (RSSI-51). There have been no changes to my router settings so I donāt understand how this could be a problem.
Not sure is my post got deleted. I wanted to check back in after I posted last week and I didāt see my message. Just wanted to add my input. I dropped my doorbell, and assumed thatās what caused the issue, but there was no real damage caused, and based on what Iām reading, it seemed to be an issue accross the board.
FWIW: I had the same issue. I realized that I started having it shortly after I turned on motion verification. After turning it back off the problem appears to have resolved itself. But only time will tellā¦
Same issue for me. Black video on all recordings and live videos. Iāll climb my ladder to reset the camera, then about 3 days later, it stops working again. All wifi signals are fine (-38). I had this issue when I first got the two cameras. They were both replaced. Now, only one works and the other is still having the same issues after about a year. I spent 3.5 hours on the phone with two customer service agents in one call, and I really donāt want to go through all of that again. Iāve done all of the typical resetting and router adjusting. Any new info on this issue?
Iām having the same problem. All Motion video clips are black.
Nothing has changed on the network - wired or wireless. Same ISP.
Doesnāt matter where I access the clips from - and whether I use the mobile app or the website in the browser - all are black.
Iām not going to do anything. Iām sure Ring will fix THEIR problem at some stage. Or the doorbell will get ripped off the wall and thrown in the trash.
This is definitely a Ring issue. āPERSON DETECTEDā clips playback fine. As do āLIVE VIEWā clips.
It only happens with āMOTIONā clips.
Iāve disabled Motion Verification to see if that does help as the black clips have āUnverified Motion Eventā across the top of the screen during playback.
Ring - still going to claim this is a wireless or wired network, or connectivity issue?
Sort. It. Out.
This has all the signs of being unable to process or cope with the volume of motion clips.
For me, it turned out my ring 2 doorbell kept using the 5Ghz wifi signal intead of the 2.4Ghz signal. The 5G had all kinds of ping latency from the router to the ring, but the 2.4 was much more stable. Since I didnāt have an option to disable 5G on the Ring 2ā¦ I disabled it on the wifi access point and the Ring snapped to life. Live access, recording, everything works perfectly now. Hope this helps someone else!
Iāve had my Ring doorbells for over three years and never had an issue. They are both hardwired. About two weeks ago the black screen videos started. I took the recommended steps and now every other video records as a black screen with each doorbell. Sometimes I can get a live few; other times itās unable to successfully connect. I also have a Ring floodlight - those videos consistently record clearly without any issues of a black screen. My router is fine, my internet speed is not an issue, and Iām within the recommended RSSI range. This is very frustrating - maybe itās time to switch to Nest. I donāt have any issues with my two Nest cameras.
I agree that the issue is with Ring and needs to be resolved quickly.
Here is my situation by checking my saved archived video recordings to determine why all of a sudden my video recordings and Live Video when to Black Screens.
6:35pm 9/3/20 video recording of me showed a good video of myself taking out the trash.
6:37 pm 9/3/20 video recording went Black when I returned back to my house after taking out the trash. Today is 9/7/20 and I noticed that since that point, all my video recordings and Live Video feeds were Black Screens. I would get push notifications on my phone when someone was at the front door but continued to have black screen recordings. This defeated the purpose of having a smart video doorbell if I couldnāt monitor Amazon packages or activity around my house from a security standpoint. Really odd since I didnāt change any modem, router settings nor changed the locations of my router and wifi extender. SpeedTest indicated 150 mps download and 15mps upload when standing near my Ring Doorbell 2. I checked my Device Health settings and is still Hardwired, Very Good signal and RSSI-61. Firmware said it was up to date. My routerās Firmware was also up to date. The Ring Doorbell was on 2.4 GHZ channel too. I did a Google search and came across the standard Ring help page that described to log in to your Ring account on your computer and check video recordings there. If those recordings were also Black Screens like they were on the phone app, the Ring help page said that from a troubleshooting perspective, it must be an issue with the internet connection between the Ring device and the Ring Cloud. It then proceeded to describe an elaborate description on how to troubleshoot your modem/router settings. I then came across this Ring Community in which multiple people have had the same problem which is not right. I have had my Ring Doorbell for 1.5 years without an issue until this point. I ended up getting mine to work! All I did to get mine to start working again was disconnect the power from the Ring Doorbell and reconnect, uninstall the device from your phone app, and reconnect the phone app to your Ring device by scanning the QR code and following the standard setup procedures. It cleared up the issue for me and now is working. Hope it works for other people instead of trying to reconfigure your wifi router or buying a new Ring product.
Just realized one of my ring cameras had been saving only black recordings most of this week. The still, between motion events, time lapse images are saved but all else just shows up as black.
Hi neighbors! Video connection concerns are often related to wifi, mobile device, or Ring app communication variables. The best first thing to check is your wifi signal strength, or RSSI, which can be found in the Device Health section of your Ring app. Check out our Community post about RSSI for tips on optimizing this signal strength.
Removing and reinstalling the Ring app is a quick way to ensure it is up to date and optimally integrated with your mobile device. As you mentioned the recordings do not display video, please log in to your account at Ring.com to see if your recordings will play via web browser. Additionally, any recent network changes or new network equipment is always worth considering as a factor.
If this concern persists, try power cycling your Video Doorbell (if it has a quick release battery) by removing the battery for a couple moments, then replacing it in the Doorbell. You can also attempt a reset on the Video Doorbell, by holding the setup button for 20 seconds. I hope this helps!
I discovered today that Iām having the same issue for the last two days without even knowing it.
Itās been affecting both my stickup cameras, with good -40 to -45 signal strength, and fully charged batteries.
I get a notification, but black video recording both through the app and through the ring.com website.
I think I was able to solve the issue though
I switched the wifi network to my guest network to open the connection and avoid any potential firewall problems.
When I switched the cameras to setup mode, both decided they needed a software update and went offline for about 5 minutes.
Maybe there was a bug that popped up, and fiddling with the settings triggered the update. Or itās also possible my Netgear router automatically updated and introduced a network problem as well.
Just sharing my experience and solution. Hopefully they continue to function well as they have for the last 1.5 years.
I am having this exact issue, It started yesterday with the motion alerts but ever video is black. I have walked in front of it and it doesnt go off and if I try to go live on my iphone or pc it cant bring up the door bell. I have tried all the steps on here with no luck. I tried to chat with support and it says chats not available. Thoughts?
Blacked out video is a problem. Notifications are sent of activity, but video is black and we canāt see anything. About every 10th notification I get a video works but the rest are blacked out. I have restarted wifi and devices and it is still a problem.
