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Floodlight cam Snapshot feature not working

New Neighbor

Floodlight cam Snapshot feature not working

The snapshot feature is available in my app settings. When activated I get entries between the actual motion alerts but they all show “This footage is unavailable”.
I had toggles it on and off several times over the last couple days and all difference it made was that it would not show anything on the time line when deactivated but it didn’t bring the actually snapshots in.
Any advice ? Thanks n
18 REPLIES 18
Community Manager

Re: Floodlight cam Snapshot feature not working

Hey @VolkerH! Try uninstalling and reinstalling the app on your mobile device, or trying a new setup on the Cam to see if this improves functionality. Keep in mind that the Snapshot feature may only show for new device setups. Check out our help center article about the Snapshot feature and answers to frequently asked questions. I hope this helps! Smiley Happy 



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New Neighbor

Re: Floodlight cam Snapshot feature not working

I did both and it didn’t change the display. It seems to take the snapshot (timeline has the placeholders in between the motion and live view recordings) but selecting the snapshot tile i still get the “This footage is unavailable” message with an icon.
New Neighbor

Re: Floodlight cam Snapshot feature not working

I am having the same issue with my floodlight cam, although the feature is working fine on my ring doorbell 2.  

 

 

New Neighbor

Re: Floodlight cam Snapshot feature not working

I now added a Doorbell Pro to my set up and the same issue. Snapshot is activated but it says the file is not available on the timeline. On the preview panel I see that image changing occasionally but was never able to see Or browse the snapshots.
New Neighbor

Re: Floodlight cam Snapshot feature not working

I have the same issue on my floodlight cam. Will appreciate help from Ring support staff.

New Neighbor

Re: Floodlight cam Snapshot feature not working

We installed six cameras this month and it does not work on any of them, even after reinstalling the app multiple times. All are stuck on the  Version 1.16.00263 firmware.

New Neighbor III

Re: Floodlight cam Snapshot feature not working

Did you have any luck with customer support?

I've tried twice with customer support but to no avail :-(

New Neighbor

Re: Floodlight cam Snapshot feature not working

I was told by tech support that the required firmware upgrade could still be several weeks away.   My firmware is currently 1.1600273. I believe the correct new rev should be 2.xx.   I am not why the update is taking so long to roll out.

New Neighbor

Re: Floodlight cam Snapshot feature not working

I too purchased a defective unit that was marketed to have the snapshot feature functioning. We purchased new in the past month. Ring and Amazon are currently distributing devices that may contain old hardware because they do not practice first in first out inventory methods and did poor validation on their firmware release strategy. We all know now the firmware package that contains snapshot isn't backwards compatible to units with certain internal hardware peices. Ring should not be selling these faulty devices or their marketing strategy needs to be corrected until a permanent validated solution is implemented. I spent 2+ hours with elevated ring support today on this issue.