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Ring Doorbell 2: "This footage is unavailable."

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Community Manager

Re: ring footage unavailable

Thank you for this feedback neighbors! As we want to ensure the Community is the best it can be for all neighbors, our decision to prohibit certain words is related to our Guidelines and the neighbor experience.  @RingSupportNeedsImprovement, we've taken your post and feedback into consideration, and will have the team review this. 

 

In regards to the video concern being handled with support, the best solution will come from continuing troubleshooting with the team. Feel free to let us know how it goes! Smiley Happy 



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: ring footage unavailable

Not sure what all colour stuff is about but on topic......

Thought I had solved the problem by upgrading to a new router with improved coverage. The Ring Doorbell is 3 meters from the router. Wifi is strong enough RSSI - 65. Battery is low but that shouldn't make any difference. It doesn't say anywhere that the minimum is this or that anywhere that I can find. If it does impact service then I'm not sure why I can connect and "Liveview" if it cannot snapshot correctly.

It had been good for a long time then another big blank unrecorded period. There has been a couple of times that recordings have been blank or motion that was not recorded.

I would say that it is unreliable and will have to place a second non-ring camera that records to a local server continuously to cover for the downtime that this Ring Doorbell just randomly has.

It is not good enough to have to contact customer support every time. There should be an in-app issue request, asking for the time, device and nature of missing video or/and a automatic notification that video was lost and that RING are trying to retrieve the lost video. But I doubt they will make it easier for us to get Our security video that they have lost.

Maybe it is my fault. Bad broadband, bad router, bad app installation, bad placement of device, bad setup, bad configuration, bad purc.....

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New Neighbor

Re: ring footage unavailable

I had gunshots last night very close to my apartment. I went to pull footage and it says footage not available right before it shows a man walking across my yard and then right after. Are they havking your devices now?
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New Neighbor

Re: ring footage unavailable

I am very disappointed with my Ring.  Here we are, almost a year after the first initial post and 9 pages later of people with the exact same problem.  RING, when will you FIX your stuff.  There is absolutely no way that all of these people have the exact same issues from all over the country/world.  At some point it has to be looked at internally as a RING issue and stop putting the issue onto the customer.  You want people to call, for what?  You have pages of the exact same complaint, there's your tracking showing it is not OUR problem but yours. Some of us are basically paying for a service, that DOESN'T WORK. I am running 2 Ring doorbells. The back door has a VERY GOOD power status and RSSI -53 signal strength. Never have issues with that one and it is further away from my router than the front door. Front door has VERY GOOD power status and RSSI -56 signal strength.  Yet every single day, I have patches of missing video and this is closer to the router than the back door. So clearly it is not the wifi or the battery. 

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New Neighbor

Re: ring footage unavailable

I have the same issue on 1 wired and 2 battery operated(with solar panel) cams. Just started in last week or so, last night one battery operated has  huge lapse with no snapshot. Kind of frustrating as that's when it's needed most. I have been using snapshot for months with no issues so maybe it's the latest update? 

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New Neighbor

Re: ring footage unavailable

i have recently started having this problem. i had about 3 hours missing in the early morning hours today. not sure why it is SO very complicated to get a direct answer with a fix to this after so long (from reading this thread) to the same problem.
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New Neighbor

Re: ring footage unavailable

Hi neighbors! I woke up this morning to a notification from my Ring for motion detected at 11:49 p.m. yesterday. But when I opened my app... you guessed it! “Footage unavailable” from 5:59pm yesterday to 3:56 am this morning! Obviously, some of the most important time of the day to be missing. Especially since it apparently detected motion during the blackout (hey look, we can blackout!) time. Snapshots are enabled every 14 minutes; device is at 72% battery, and RSSI-43.

I gather Ring is going to stick to its story that the problem is related to our WiFi, battery, or other user-side error. It seems to definitely be consistent across many users and for long enough periods of time that I suspect it’s Ring system/server maintenance. I hope that motion at just before midnight wasn’t important. 😒
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New Neighbor

All issues of Ring Doorbell on Youtube

See link - https://www.youtube.com/playlist?list=PLXtcurpn9ij1yigs9K6GZ0UMs5AEL-RRN

 

Please see issues in description of each video. Please let me know any remediation

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New Neighbor

Re: All issues of Ring Doorbell on Youtube

I've started having the same issue as other on here. Had the Ring doorbell for a couple of months and in the last 2 weeks about 2 hours of footage not available in the early hours of the morning normally sometime between 2am to 5am but always fine for all other times of day.

 

I did wake up at 3am and decided to look at the live view and it wasnt working , i noticed that the time the recordings stopped the message came up with "This footage is unavailable" was conicnided with the exact time of the last health check time in the device health page.

 

Very frustrating its doing it in these early hours because thats the time window i wanted it for as people had been going round trying to enter properties at 4am

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New Neighbor

Re: All issues of Ring Doorbell on Youtube

Hi All,

My 2cents worth..... I posted earlier and although I have had blank footage it has mostly returned over some time. Last night I lost about an hour and half and I lost connection to liveview. I rebooted the RING but it stayed the same. It then propagated again but only after I realised the wifi channel had swapped to 13. Normally it would be on ch1. I put it onto ch1 and off auto, and the footage and my live view connection resumed working.

This could be correlation rather than causation. But I will try this again when really really bored as I have to be really really bored to be bothered to play with my RING.

Hope it helps.