Video stored on cloud starts later than video stored in Ring App (Floodlight Cam Wired Pro)

There seems to be a bug with how Ring is uploading the videos to the cloud when there multiple Answered Motion (Person) for a video.

My Floodlight Cam Wired Pro camera caught activity that I was able to view in real time (Answered) on the Ring app very clearly.

I exited the answered video and returned to the video a couple seconds later.

The ‘Event History’ in the Ring app shows that there were 2 ‘Answered Motion (Person)’ events for this camera at 9:20 am.

The first video starts at 9:20:18 until I left the app at 9:20:36.

The second video starts when I return the the app at 9:20:32 until 9:21:59

When I tried to send a copy of the first video via the Ring cloud link (…), here’s what the timestamp says for the first video:
start time: 4/25/2023 09:20:32 CDT
end time: 4/25/2023 09:21:59 CDT

It omitted the first few seconds and essentially uploaded a copy of the second video to the cloud.

When I tried sending a video of the second ‘Answered Motion (Person)’ video which starts at 9:20:32, the ring app generates completely different links for these 2 videos , however, the video is the same, with the same timestamp as mentioned above:
start time: 4/25/2023 09:20:32 CDT
end time: 4/25/2023 09:21:59 CDT

I can still view the footage of the first Answered Motion (Person) in the Ring app (the video which starts at 9:20:18 until 9:20:36), however, not only is the cloud storage of this video incorrectly replacing it with the later video, I am also not able to download it because the download just gives me the second video which starts at 9:20:32.

The video is technically not lost (since it’s viewable on my phone’s Ring app only to me), but it’s impossible to download/share this using Ring.

Is there a fix for this?

Hi @London_Oakwood. Thank you for sharing this information. The next best step would be to reach out to our support team to further investigate your concern. Our support team will have access to information that helps us look into your concern that cannot be obtained here in the Community. 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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