Ring Video Doorbell
Unable to view certain motion detection alerts
Hi All, So I have ran into a slight issue but am not sure exactly how to resolve it or event if it is an issue, but rather a feature? I have a Ring Doorbell 4 which seems to detect quite a lot of motion - no issue, i prefer it that way. However, i have noticed that when looking through my event timeline on either the mobile app or the desktop verison, there are some motion alerts that i am unable to view? On the app nothing happens when I tap them and on the destop version is states "sorry, but there was an error creating this video". Is there a reason why i am able to view some and not others? Also, I am currently using the free trial of ring protect. Is this was issue? There is still 28 days remaining. Many Thanks,
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20-09-2021 04:08:52
Responses (13)
- M
I have the same issues all of a sudden. I cannot see either event histories or live views on the app or on the web. I can see answered rings. I called RING and they insisted it was my wi-fi connection but that is working great. Then they said it was my RSSI but that is also fine at -60. I'm at wits end as no one can help me figure this out. It was working fine for 2 years and one day - I can't click on anything.
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26-10-2021 06:13:28
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Fmarhj - In your post, you mentioned that Then they said it was my RSSI but that is also fine at -60. Have you read the following article? https://community.ring.com/t/unable-to-view-certain-motion-detection-alerts/82783 In the article, it mentions that: Possible video issues if [RSSI is] constantly at -60.
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26-10-2021 07:18:08
Fmarhj - In your post, you mentioned that Then they said it was my RSSI but that is also fine at -60. Have you read the following article? https://community.ring.com/t/unable-to-view-certain-motion-detection-alerts/82783 In the article, it mentions that: Possible video issues if [RSSI is] constantly at -60.
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26-10-2021 07:18:08
Fmarhj - In your post, you said: Then they said it was my RSSI but that is also fine at -60. Have you read the following article? https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229 In the article, it mentions that: Possible video issues if [RSSI is] constantly at -60.
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26-10-2021 07:21:14
M[quote="Frustrated427, post:13, topic:82783"] `https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229` [/quote] Yes, thank you. It's been at -48 for 3 days now and still nothing.
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26-10-2021 09:08:28
Fmarhj - In an attempt to narrow down the source of your problems... are you able to (successfully) access your Ring content using a different strategy? For example, if you're currently experiencing problems using the Ring app on a particular cellphone using cellular service... are you able to: * Use the Ring app on a device running a different operating system (such as iPadOS, Mac, or Windows) and/or * Use a Ring-approved browser on a Windows device to access your account on Ring.com?
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26-10-2021 10:30:21
- C
Hi neighbors! If you're experiencing any concerns with accessing the videos from your Ring device and you have a valid Ring Protect subscription in place and have checked the [RSSI](https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229#M4) already, I would suggest contacting our support team for further assistance. Please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406) so they can take a closer look and troubleshoot with you thoroughly. If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.
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28-10-2021 08:09:06
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- U
I had this same issue today. In fact, Ring shows a notification on both the mobile app and on the web app that says someone rang my doorbell at 2am this morning, but I am unable to view the video from it! It just says "sorry, but there was an error creating this video". My internet connection and wifi have been very stable. Not sure how I can get notified that there was a ring, but there is no video from it!
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25-11-2021 04:37:36
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- C
The Ring Bell and App are horrible. Someone hit my wifes car and knocked the mirror off. Of course my ring bell stopped working from 12:30 AM to 4:20 AM this morning and the 1:38AM video can't be viewed. Internet stable, porch light on and battery was charged fully yesterday at 10 AM. Too much money for faulty products. It also captures every thing but the right things. A person could ring my bell and no video or notification at times.
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14-02-2022 11:42:05
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Marley_Ring
I would agree, @jhh3000, a closer look will likely be needed here. For the most part, as long as signal is optimal, mobile device connection is sufficient, and your Protect Plan is subscribed, your videos should play. As we've covered mostly all normal troubleshooting steps and this video history concern is persisting, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support. They are also able to escalate your case to obtain more advanced solutions when needed. Feel free to let us know of any solutions you obtain! :)
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12-10-2021 06:54:19
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