Videos Do Not Download or Share - App or PC / Website

I’ve had two 45 minute plus phone conversations with tech on this, but still no resolution.

My app will not download videos at all. It just hangs on “Preparing” indefinitely (we give it up to ten minutes sometimes, and nothing.

On the PC, it just hangs with the circle spinning. Was actually able to download two videos in a five minute period the other day, but for weeks before and since, no more will download. Have tried numerous times. Seems that if I could download TWO in that tiny frame of time, but nothing else, the glitch would be on RING’s end?

When I go to SHARE videos, (from APP) it’ll send the link to the video in text or email, but when you try to open it, message says “Video Has Been Deleted by User.” Every time. On PC, it simply does the indefinite spinning circle when I click “SHARE.” Nothing ever comes up.

Again, no resolution after two LONG phone calls to RING tech support. We deleted and re-downloaded the app, did a reboot on the Ring camera set-up as well. And no fix to the issue.

Any ideas out here? This issue is basically rendering my monthly subscription useless if I can’t share or download videos.

Thanks for any suggestions as to what this could be.


Hi I have just got my doorbell having my own probs. I just saw your post and tried it downloaded on PC instantly and on mobile

I am having the same exact issue. Have you figured out the solution?

Having the same problem, cant download video on website in windows or on cell phone app. Tried 2 different phones, 3 different computers, 4 different browsers, it just doesn’t work, just get spinning circle or a message that says “something went wrong”.

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Same issue here. Had some videos i wanted to download and share, but cant and am having to resort to screen recording it. Just feels like I am paying for services that I cant use!

I also noticed the issue only occurs with my wired pro video doorbell. Battery cameras seem fine.

Hi neighbors! As long as you are subscribed to a Protect Plan and that subscription did not lapse, your previous videos should be reviewable and downloadable from the Ring app. If the option to download on the Ring timeline is not working, visit the menu in your Ring app and try from the event history section. As mentioned in this thread, trying another mobile device or Ring app compatible computer is a great step. Logging into your account at via web browser is another great way to view your recordings. If this does not resolve your concern, please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

Just a update, after some time, probably month from my post, my videos started to download again. Assuming its something Ring corrected on their side? But I can now download videos on my phone and from the website on my PC. Till it breaks again anyway, Thanks.

I’ve been having the exact same issue. Spoke w/ a customer service rep online for over a half hour and tried the same things to troubleshoot, with no solution. Previously, I had been able to download onto my computer and on my phone but now it simply will not work. Frustrating, especially for a service I only signed up for 2 months ago!