Ring Security Cameras
"Video not available, a plan was not active" with active plan
I now have dozens of these on videos spread out over the past few weeks. Ring Pro. Do not see a similar issue. Anyone else seeing similar? Appears to be a serious product defect. 
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18-07-2021 03:59:16
Responses (9)
- M
Same problem here. The only device on our property that is affected is the "Ring Doorbell (Second Generation)". I noticed that my front door ring was offline when the mailman arrived and I received no notification. I checked and the app said it was off line and I needed to re-boot my router. I brought my device in and plugged it in to power to see if it was dead and it started recording as soon as I plugged it in to charge. I tried to check the event that showed up in history at 3:10 am and it said "Video not available, a plan was not active....". My dashboard confirms account is active and renewal is in two months. I charged the device a few days ago so it was not low. As I am sitting here with the device--it is recording as I type and troubleshoot--some of the "events" have video posted to history and some throw up the error message. As I click back through my history many of the videos in the last few days, some are available and some are not--it is intermittent. Our "Spotlight Battery Cam" and our "Doorbell 2" appear to be unaffected. The affected device is "Ring Doorbell (Second Generation)". It is the ring device that is closest to our router. All of our devices are on battery power. While writing this, I re-booted the router and the last three "events" I recorded sitting at my laptop, now show in my history. The two events that occurred when I brought the device in to troubleshoot throw up the error message, but the other 4 events since I plugged it into power show up. It is back up outside. That means some events have become available again, others have not. After being plugged in to charge while I did trouble shooting it went to 95%. Hopefully this level of detail helps the tech support team.
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17-08-2021 03:49:26
MSame problem here. The only device on our property that is affected is the "Ring Doorbell (Second Generation)". I noticed that my front door ring was offline when the mailman arrived and I received no notification. I checked and the app said it was off line and I needed to re-boot my router. I brought my device in and plugged it in to power to see if it was dead and it started recording as soon as I plugged it in to charge. I tried to check the event that showed up in history at 3:10 am and it said "Video not available, a plan was not active....". My dashboard confirms account is active and renewal is in two months. I charged the device a few days ago so it was not low. As I am sitting here with the device--it is recording as I type and troubleshoot--some of the "events" have video posted to history and some throw up the error message. As I click back through my history many of the videos in the last few days, some are available and some are not--it is intermittent. Our "Spotlight Battery Cam" and our "Doorbell 2" appear to be unaffected. The affected device is "Ring Doorbell (Second Generation)". It is the ring device that is closest to our router. All of our devices are on battery power. While writing this, I re-booted the router and the last three "events" I recorded sitting at my laptop, now show in my history. The two events that occurred when I brought the device in to troubleshoot throw up the error message, but the other 4 events since I plugged it into power show up. It is back up outside. That means some events have become available again, others have not. After being plugged in to charge while I did trouble shooting it went to 95%. Hopefully this level of detail helps the tech support team.
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17-08-2021 03:49:26
- R
I am having the same issue. This has been going on for at least a couple of months. The videos on the app on my phone under history will not do anything when tapped. On my desktop I get the same message as everyone else, "This video is not available. A ring plan or trial was not active when this event took place." This is not a problem with my phone, pc, or router having issues. Period. It is not a VPN issue either. I will not sit on hold until someone following a script talks me through all the standard checks only to discover they can't help me. This appears to be a system wide issue and needs to be resolved ASAP. Most people don't check their cameras everyday, so I'm certain many, many more people are having the same problem. I have been waiting on the sidelines thinking you would eventually resolve the problem, but after checking the community forum, it's obvious you are lost as to what is causing the problem. This problem is on your end, not ours.
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31-08-2021 01:27:56
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- I
I also have this issue. A call to tech support was only a wild goose chase. Reboot this, disconnect that... The agent kept asking me to disconnect my camera from the Chime Pro and to the router directly. When I explained the router is further than the Chime Pro, she kept insisting. Finally, when I began to express my disappointment, she hung up on me.
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31-08-2021 10:43:03
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- C•
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08-09-2022 08:47:35
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Marley_Ring
Sorry to hear about this, neighbors! It looks like most of you here have [checked your Ring device RSSI](https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229), and that your [ Protect Plan subscription](https://support.ring.com/hc/en-us/articles/360030333671-How-to-Subscribe-to-the-Ring-Protect-Plan) is active. If it is only certain recordings, or not all Ring devices (if you have multiple), this concern may be connection related. Checking wifi and mobile device connection can help. Please ensure there is not a VPN enabled on any machine you are using to check videos. If recordings that should be there do not show up after waiting some time, and checking the above factors, our support team can certainly take a closer look for you. 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. Thank you!
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16-08-2021 06:00:48
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