video storage is not working

Products General Questions
#1

Hi,

I have the medium Protect plan, which comes with video recording.

The device has the storage time set to 2 months.

I see nothing when I log to account.

Can someone please explain to me what I am missing.

Thanks

Karen

#2

@akaren wrote:

Hi, I have the medium Protect plan, which comes with video recording.

The device has the storage time set to 2 months.

I see nothing when I log to account.

Can someone please explain to me what I am missing.

Thanks

Karen

@akaren ,

Ring Protection Plan “Basic” is for a single Ring device. The Ring Protection Plan “Plus” is for multiple Ring devices and includes Professional Monitoring for the Ring Alarm system.

When the device is activated, such as when a motion triggers your Video Camera to record the motion-event, then that event will be logged onto you History List. You can see your “History” or “Event History” on your phone App, but sometimes you might need to ‘swipe down’ to refresh/update that list. On some Ring Apps, such as the WIndows 10 PC app, there is a circular “Refresh” icon (upper-right-corner) that you might need to select to update your History events. If you are viewing your History on Ring.com with an online browser, you can click on the browser “Refresh” icon to update your History.

Also check your camera app setting has the “Recording” setting toggled to Enable.

I hope you find this useful :slight_smile:

1 Like
#3

Hi,

Thank you for your answer. Unfortunately, it does not really help.

I am on Basic Protect plan. I have a flood camera which does not, to my knowledge, have an “Enable” button. I am on a mac and have no Refresh button.

And, I have ZERO recorded events. It says “No events found.” The camera works, I can see the image.

So what this can be?

And, if possible, could you please update me on this Community arrangement. Usually, the provider of the service is supposed to troubleshoot it. In this example, Ring is the company which collects the money for just this very thing. Did they successfully delegate their support duty to the people who are not responsible for it?

Thanks

Karen.

#4

@akaren wrote:

Hi,

Thank you for your answer. Unfortunately, it does not really help.

I am on Basic Protect plan. I have a flood camera which does not, to my knowledge, have an “Enable” button. I am on a mac and have no Refresh button.

And, I have ZERO recorded events. It says “No events found.” The camera works, I can see the image.

So what this can be?

And, if possible, could you please update me on this Community arrangement. Usually, the provider of the service is supposed to troubleshoot it. In this example, Ring is the company which collects the money for just this very thing. Did they successfully delegate their support duty to the people who are not responsible for it?

Thanks Karen.

Karen,

Ah, OK @akaren . On this Community, it is just a forum of peer-to-peer support with fellow Ring-product owners just like you, your “Ring Neighbors.” Along with Ring employed “Community Managers”, we all discuss Ring-relevant information, participate in conversations, share ideas, ask questions and more.

Besides the additional information you can find yourself at https://support.ring.com/ , You can contact Ring Support directly by telephone, where you can get additional information and get direct professional help service to troubleshoot your issues.

I’m sorry that my previous suggestions were not helpful in you case and did not solve your issue. You should call Ring Support at:

https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch

https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19

Karen, I hope this is helpful to you and gets you on your way to solving your issue. :slight_smile:

1 Like