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Event History won't play

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New Neighbor

Re: Event History won't play

My event history won't play, I used my Samsung Galaxy S8 to set up my ring about a year ago. Last month I became unable to view event history videos. I have uninstalled the app several times, turned off phone, restarted phone, reinstalled app, removed or disconnected my device from the app and then reinstalled, connected and disconnected from wi-fi. Still not working on my phone, I added my husband's phone as a user, same phone as mine, he is able to view event history videos. Installed the ring app on my ipad pro today, I am able to view event videos on it as well.

This is very frustrating to me, I am at a loss.
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New Neighbor

Re: Event History won't play

TBH my Samsung A5 Phone has never been able to view history (nor live events for that matter) only stills from earlier events.  Neither wi-fi or data.
My Galaxy tablet S4 is fine - which is OK when I'm on wi-fi, but it has no data capability.
Both devices have latest possible Android updated.

I have a secure Cam and a doorbell.  The external cam plays up every now and then - but that's a different topic.
I've had a busy year so no time to follow this up until now.

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New Neighbor

Re: Event History won't play

I am having issues viewing the event history with my Samsung galaxy s10 as well. It's been two days now.
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New Neighbor

Re: Event History won't play

I am having the same issue where my event history will not play on my ring app on my Iphone. My boyfriends app is working just fine.  I can view the live view without any problems. It has always worked fine but the last few weeks the event history will not play. I have tried re-installing the app, the app is up to date. Nothing has fixed it. Does anyone have any solutions?  The main reason I have this doorbell is to see whats going on around my home. 

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New Neighbor

Re: Event History won't play

I am quite surprised that Tech support or anyone qualified hasn’t provided a resolution to this ongoing issue which is affecting multitudes of current clients. It is a necessity that we have access to this data which atm we do not. I have tried deletion of app with a reboot which didn’t accomplish anything. After a couple months of having this app, I find it glitchy and not very reliable. Disappointed to say the least.
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Community Moderator

Re: Event History won't play

Hi @sb3. Your Event History should definitely be working as intended. If not, we've accepted our previous post in this thread as a solution for the best steps to take. When viewing this thread, click the "Go to solution" in the top right to be taken straight to our solution.

 

If the recommended steps do not resolve your Event History concern, please reach out to our support team for more in-depth troubleshooting. 



Like my answer? Accept it as a solution (click on the 'Accepted Solution' button next to reply). Learn more about the Community, here.
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New Neighbor

Re: Event History won't play

It’s completely false that this is still a valid solution to reinstall the app. I’ve done the process twice now with no success on an iPhone 11 which is up to date. I can’t view any video after March 31st. There is clearly an issue with multiple customers and your response that the accepted solution is posted is completely tone deaf. How about raising this to a higher level support for additional review... that would be an acceptable response for all the customers posting the same issue.
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New Neighbor

Re: Event History won't play

Its not solved by any means. My Samsung Galaxy S10e does same thing. Also i just upgraded my ISP service to faster service and after resetting EVERYTHING it tells me "your connection is very weak" lololol what a joke!
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New Neighbor

Re: Event History won't play

Same here. I have an iPhone11+. I can't play history dated after 3/29/2020. I also can't access Live View. I've re-installed the app and phone is up to date. 

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New Neighbor

Re: Event History won't play

I’ve had this happen once before. Only way I fixed was to remove the doorbell completely and add it back to the account. You will loose your history and currently stored videos but it will work then. I’ll do it again some time this week. It’s obviously an issue that Ring does not want to own up to directly in the forum. They will have you call in and repeat what you have already done via their support script then likely direct you re-add the device.