Snapshot feature not showing on timeline

Snapshot feature has been setup on doorbell and camera but is no longer working and showing snapshots on the timeline

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Been noticing the same issue the last week or two…it might record one or two intervals and then there’s a huge 3-12 hour gap of no snapshots before the next one shows up.

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Hi @user6895. Do you have an active Ring Protect Plan subscription? This is required for Snapshots to work. You can learn more about Snapshots in this Help Center article here.

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I have a ring protect basic plan so believe this should still allow the snapshot feature to work?

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@Tom_Ring I have Professional Monitoring and am having the issue that others are describing. I have two cameras (one wired, one battery) and each camera has Device Settings > Snapshot Capture set to “Every 14 Minutes.”

When I open the Ring app, in the Dashboard, I can see the latest Snapshots in the thumbnail images for each camera (assuming the last “event” was a Snapshot). However, when I click a thumbnail image for either camera, there are no Snapshots anywhere on the Timeline - they’re totally gone! The only events on the Timeline are Live View, Person Detected, Motion Detected, and Linked Events. Why did Snapshots disappear from the Timeline?

I should note that Snapshots do not appear under Event History either. Past Snapshots are not visible anywhere on the app.

So, it seems to be an issue with the app. The cameras are recording the Snapshots (I know this because I can see the thumbnails when I open the app) but they are disappearing from the Timeline. When will this be resolved? I spent awhile on the phone today with Ring Support which did not help.

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Hi Neighbors. First, go over the steps in this Help Center article here, just to ensure that there hasn’t been a step that was missed. You can also try disabling Snapshot Capture and then enabling it again. If your device is battery powered, make sure that your battery is fully charged as a low battery could cause the Snapshot Capture to not activate.

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Hi @Tom_Ring I reviewed the article and can confirm that I performed the steps correctly. I also tried disabling and then re-enabling Snapshot, but the issue still persists. I am having the issue on both battery-powered and wired cameras. This appears to be a bug in the app. Are you able to escalate this?

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Hi tom, the same applies to me - I’ve reviewed the link and reset the snapshot feature and this still isn’t working. Please can this be resolved asap as it’s a key feature to why I pay for the monthly plan.

Hey Neighbors. Since the information above didn’t seem to help, this might require a more in depth look. I suggest reaching out to our support team so they can review some information about your devices and see where the issue is. Please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.

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Hi @Tom_Ring I have already reached out to support and they were unable to help. Is there any way you can escalate this?

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Hi @user7090. We have passed this feedback onto the appropriate teams based on the information that’s been shared in this thread. For any neighbors whose snapshots are not showing on the Event History Timeline, please try the troubleshooting suggestions below:

  • Ensure that you have an active Ring Protect subscription in place, as this is required for the Snapshot Capture feature.
  • Go over the steps in this Help Center article here , just to ensure that there hasn’t been a step that was missed.
  • You can also try disabling Snapshot Capture and then enabling it again.
  • If your device is battery powered, make sure that your battery is fully charged as a low battery could cause the Snapshot Capture to not activate.

If you’re still experiencing this concern after attempting the troubleshooting steps above, please give our support team a call at one of the numbers available here so they can further assist with this. If you are outside of the US, please visit here to see how to contact support.

Hello @user6895. Just to say, I’m having the exact same issue with Ring Doorbell 4 + indoor plug-in cam.