Ring doorbell showing black recording

I’m having the same issue with 1 of my 2 Ring spotlight cams. I haven’t had a motion record an actual video in 3 days. I have over 20 motion alerts with 40 seconds of black “recording”, but yet during that same period of time I have not had a single issue with the other camera which is farther away from the router. When I try to connect to view the live camera feed it tries to load for several minutes before timing out with an error message. I have tried replacing the batteries in order to trigger a system reset twice and it still has not worked. Has anyone had any success resolving this besides through buying a new device?

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Same problem just started happening with mine, and playback from all my cameras is affected.

Live view works fine. They’ve been promoting us to use new video features lately. I wonder if they’ve messed up their encoding and video playback.

Better fix it fast, or I’m throwing it out. I need a reliable system. This is useless if it’s not providing basic functionality,

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This has been happening to mine for a couple weeks now. Worked flawlessly until this point. All videos saved to cloud are black. Still not fixed.

Hey neighbors! If you’ve tried what has been recommended in the thread and you are still experiencing this concern with black videos, it would be best to reach out to our support team here. They can do in-depth troubleshooting with your device(s) that may be experiencing this to help you rest easy. Feel free to update this thread with what support was able to do for you to fix this, as it may help other neighbors!

I also have this issue since 2 weeks now. Live works, when you play the live recording it does work but when restarting the app or playing motion event. A black screen with the ring logo.

Seems like more and more people have this issue, maybe due to a new firmware version?

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The 40 second duration black videos are back!

02/21/2020 at 8:29am EST there is a new black video in my recent activity.

The motion events at 8:15am and 8:45am are fine - 30 seconds of perfect full color video.

Ring network operations guys need to try harder to pin down this widespread intermittent problem.

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I am also experiencing this issue. seems like a global issue server side related.

Had only seen very wide time gapped instances of this but now one out of six devices has started doing this on every single motion triggered. All others are working fine and dandy… even some that are only able to connect via mesh network to our lot next door! this malfunctioning unit is only maybe 10ft from an extremely powerful router. We have ours not only for security reasons but for liability as well in the event our property is defended via firearm. Hope they fix it as this was a huge investment and a bill we have to pay every month!

Hey neighbors. If you’re running into a concern with black videos, please read our Ring Help Center Article here to address this. Additionally, if there is still no resolution, please reach out to our support team here.

This post has been marked as a solution as it provides the appropriate next steps, so please share any feedback you get from our support team after reaching out to them or any tips and tricks for other neighbors experiencing this.

My Ring Doorbell Pro detects motion well and live view works well, but all recordings in the event history show a black screen. So if I try to go back and look at any event history, they are all black screens, but it i look at live view, I have a perfect view. My two Ring floodlight cameras are working fine. No issues. Just the Ring Doorbell Pro.

Experiencing the same issue - when Live View fails to load (closes by itself in about 10 seconds) I get a 40 second black recording. Ring Doorbell 2 showing -48 RSSI and no issues. Taking the battery out to soft reset hasn’t worked, I updated my Ring app… uninstalled, reinstalled. I also did a hard reset. Same issue. Oddly, I have two Floodlight Cams at another property that load every single time. Both properties have the SAME high end Orbi router setup with multiple satellite range extenders. I got this to replace a Blink XT (which by the way works at the corner of our property) and the Blink detects motion faster and more consistently, live view hasn’t failed me once in the last two years and it was far cheaper with free cloud storage. Don’t think I’ll be keeping this doorbell :frowning:

Who marked this issue solved?

It is NOT solved!

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I am having the same issues as of yesterday. Black screen. When live I can see it and I can replay older videos. The software has to have a glitch in it. My router and everything else works fine. So frustrated.

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I just installed my brand new Ring Peephole and I am having the same issue as everyone - live video doesn’t work (says “Activating Device” for a couple seconds before saying “Live View Ended”) and I only get black videos without audio. This black video happens when I try to use Live View, when someone rings the doorbell, or when motion is detected. I contacted customer support and the only answer I got was to replace my Ring. But if this is happening to everyone, what is the guarantee that this won’t happen to the new one? I’m very frustrated with this doorbell, I was excited to use it and now I don’t even get to test it out.

Chelsea - Community Manager…

Regarding the “fix” for the black recordings on the Ring Doorbell. I read the article and I must admit…I can’t speak for anyone else on this thread but I won’t be attempting this “fix”. I am not a Tech Expert and if this is what is expected of me as a consumer after buying what I thought was a reputable device…to correct a problem that several folks have also been complaining about…all I can say is “wow”.

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Mine is doing the same thing. How did you resolve this issue?
Thanks

I’ve been having the same issue since 2/28/2020 9:50 PM

My network settings have not changed.

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Same problem here, for the last week. Live view works fine, as does voice communications, but all recorded videos show up as a black screen.

It seems like my black recordings run for a few days, then everything works for like it was intended to work. I live about 100 miles East of the Ring headquarters (Santa Monica CA)…so there isn’t a weather problem effecting my issue. There was a solution posted for this issue…which in my mind you have to be an IT person to understand…but doesn’t answer the problem as to why the videos are visable one day and not the next… and folks all over the country are experiencing the same thing…

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You got to be kidding. This router reconfiguration is not even possible when the router is owned by AT&T. Even if it was possible, its nothing a common user could do. The problem started several days ago with no chnage on my side.

This is not fixed!!!

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