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Ring Doorbell 2: "This footage is unavailable."

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New Neighbor

Ring Doorbell 2: "This footage is unavailable."

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55 REPLIES 55
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New Neighbor

Re: Ring Doorbell 2: "This footage is unavailable."

I've had the exact same issue, random little slots in the history that says "this footage is unavailable". RING why is this happening. ?

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Community Manager

Re: Ring Doorbell 2: "This footage is unavailable."

Hey @Iseeyou  and @Roshan4! I would start with uninstalling and reinstalling the app to see if that resolves this concern. If it does not, I recommend reaching out to our support team, at 800-656-1918, for more in depth troubleshooting.



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New Neighbor

Re: Ring Doorbell 2: "This footage is unavailable."

I just noticed I have the same issue, there was just a hit and run infront of my house and I thought maybe I got the plates of the guy who drove off, but the video is unavailable for 13 min and the crash happened in that block of missing video...
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New Neighbor

Re: Ring Doorbell 2: "This footage is unavailable."

Same exact thing.  I installed a Ring Doorbell 2 yesterday and snapshots were working all day until 6:30 am this morning.  Since then I see "this footage is unavailable" for around 60% of the day.   There's a few snapshots, but most aren't there.  Live view works great. 

I atttached a screenshot of the app.  All the black areas are "this footage is unavailable" areas. 

edit: I called support and they don't seem to understand the issue. They are claiming the Wifi isn't strong enough to upload snapshots, but I was able to watch live 1080p video for 3 minutes without issue.  Still snapshots require a lot less upstream bandwidth than 1080p video, so I doubt it's the Wifi.  It could be, but that doesn't seem correct. 

Also my router is reporting that the doorbell goes into low power Wifi mode when not actively transmitting.  Support says the doorbell doesn't support that feature which can't be correct since if it wasn't supported my router wouldn't report it. They are claiming my router is forcing the doorbell into low power which is not possible.  The router just reports a Wifi device is doing. For example, if I turn the screen off on my iPhone, my router reports it is in low power mode.  My router isn't putting the phone in low power mode, it's the other way around.  It's the same thing with the doorbell.  

 

edit 2: support is useless.  They are telling me I need to assign a static IP address to make the Wifi connection better which makes absolutely no sense.   They are also suggesting I get a Wifi extender.  I have a lot of devices on my Wifi network and none of them need an extender, which also would only really help if the Wifi signal was low, which it isn't. 

edit 3:  I got escalated to second tier support who basically told me everything first tier told me was wrong and that the snapshot feature hasn't officially rolled out so it may be having "growing pains".  That makes more sense than Wifi issues. 

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New Neighbor

Re: ring footage unavailable

Wait. I have exactly the same problem. I thought it was my power problem but it is not. Please solve this
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mtb
New Neighbor

Re: ring footage unavailable

My footage unavailable for 20 minutes between the time of 11:40pm to 12:20am every night

(11:40 -12am, 11:45-12:05am…etc). I called support and they want me to call them at midnight to troubleshoot. My response was I am an old man, I go to bed at 9pm every night. Ring, please fix the issue. Thank you

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New Neighbor

Re: ring footage unavailable

I have exactly the same problem. Something is wrong with ring network. Always midnight between 11:40pm to 12:20am
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mtb
New Neighbor

Re: ring footage unavailable

Well, I be dam_ned! This morning when I reviewed the last night footage and everything was there. I now can see the other missing midnights footage up till midnight of Nov 14/15.  I am now the Gene Gene the Dancing Machine.....:-)

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New Neighbor

Re: ring footage unavailable

I’m having the same problem it’s like an hour though of time maybe longer, I thought maybe somebody was making it happen like with a magnet or something, or am I just watching too much CSI?