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Ring doorbell showing black recording

SOLVED
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New Neighbor

Re: Ring doorbell showing black recording

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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New Neighbor

Re: Ring doorbell showing black recording

Mine started doing this today after about 2 PM. Live view works fine, event history videos are not. I have a symmetric 1Gb upload and download speed and the ring has good connection. Not sure what the deal is.
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New Neighbor

Re: Ring doorbell showing black recording

Im glad I'm not the only one having this issue. Started a couple weeks ago with my Doorbell 2. 1 year Warranty is up next week for me. Hopefully this issue that is so called "Solved" gets another look by developers.Smiley Sad

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Community Manager

Re: Ring doorbell showing black recording

Hey neighbors! I can understand your frustrations with a concern like this as I would also be worried if I was running into black videos on valuable footage that I needed available.

 

The post that has been previously marked as a solution does recommend you check out our Ring Help Center Article here to address this. I know that this article can be a bit in-depth and may not be possible to review and try many of the recommendations in this thread. If you feel you need assistance guiding through this information in here, please reach out to our support team here. They can help explain this for you, run through the troubleshooting steps, and help isolate your concerns. 

 

We have a great staff of experts that are available via phone or chat here. Additionally, we also have advanced levels of support if our first line of experts are unable to isolate this. They can help give you step by steps instructions to get it back up and running, walk you through what any router settings you may need to make will look like, and also help direct you on what to bring up to your ISP if needed. 

 

Neighbors in the Community, if you find any helpful tips and tricks you have done yourself to resolve this, please share. For any neighbors still unable to get this fixed, I strongly encourage spending time with our support team. This is a neighbor to neighbor forum and not a direct line to support. It's best to have our support team look at your personal account and devices to give you the proper resolution, as the steps needed to be taken may differ from neighbor to neighbor. Smiley Happy

 

I am updating and accepting this post as the new solution. This is a helpful way for other neighbors that come into this thread to try these recommended troubleshooting steps. If these troubleshooting steps do not work, it is encouraged to reach out to support here. If you have found any solutions that have worked for you, please share in depth information and examples as to what you've done to help assist other neighbors in this forum or finding it for the first time. Thank you.



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

View solution in original post

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New Neighbor

Re: Ring doorbell showing black recording

Hi,

 

I started having the same Black Video Recording problem on both of my Floodlight Cams together since 4-Mar-2020.

Initially i suspected something wrong with my connection and worked with my ISP for a few days, till i was 100% sure that my connection was good. I am getting better uploads/downloads then what i was getting previously.

Next i tried reseting and reconfiguring both the Floodlight Cams.. both have been reconfigured, but the problem still persists.. 

I get notified everytime a motion is detected but when i open the video.. its black.. 

I contacted Ring support today, and the expert support sent me the basic step by step reset guide .. something i told them i had already done.. 

No further support was provided.. and i was advised to try the same again.. and let them know if the problem still persists Smiley Sad

Now that i have seen at the forum that this problem is widespread, im sure there is something wrong at Ring side and not with the connectivity.. but am disappointed with the level of support provided.. 

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Community Manager

Re: Ring doorbell showing black recording

Hi neighbors! We would love to help take a further look into this for you. Can you please help us by answering a few questions? 

 

1) Have you recently talked to support?

2) What device is this happening on?

3) Can you please test on a hotspot to rule out network? Please also test data vs wifi as well.

4) Is there a particular time / date when you receive black recordings? 

 

Any video examples are also greatly appreciated. Thanks so much!

 

 

Got a question? The Community is full of answers! Use our Search bar at the top for quick results.
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New Neighbor

Re: Ring doorbell showing black recording

I am facing the same problem with Doorbell 2. Black screen with ring logo on playing motion video. Live view recording and viewing fine. Called ring help 3-4 times, tried all the remidies they suggested.  No issue with the router speed, using same router for many years . They though it could be a hardware issue. They sent me a new door bell 2. 

After instalation, new doorbell recorded and played 2-3 motions on the day one (no black screen). Later,  picture turned black again. I am back to square 1.

I do not want to call them again as Ring people don't have any remedy for this issue. I believe this is some kind of bug like Corona Virus  which needs to be rectified asap. This is a security issue and ring people should take the responsibility if something happened to my property.

After reading other people's post, black screen issue appears pandemic

FOR GOOD SAKE PLEASE DO SOMETHING

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New Neighbor

Re: Ring doorbell showing black recording

I am a security camera, smart home installer and business owner. I have been installing ring and nest for years now. The latest problems I've had with Ring is the last straw. I also am receiving the black screen when playing back video and have done ALL solutions. I also am unable to see live view as the ring app says my phone's connection is weak. Seriously.....I have full 4g LTE connection with speeds close to 50mbps. My phone and network is fine......YOUR RING NETWORK IS FAILING. PLEASE FIX IT. I will no longer be installing your products for my customers until these issues are fixed. Recognize the problem and fix it.
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New Neighbor

Re: Ring doorbell showing black recording

Wow way to blow smoke! I have this problem too, with the same router and doorbell device that have been functional for years. Only the doorbell has this issue other camera are fine. This issue is not solved, to mark it as such is a slap in the face of paying customers. If you do not interrupt the process with a failing live view it works correctly, but if you try to look at the event before it has uploaded to the cloud server, it becomes all black. This is a bug on your end, you need to admit it. Get it fixed or refund some of my money I paid for cloud service. 

Sincerely,

Angry Customer. 

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New Neighbor

Re: Ring doorbell showing black recording

Is anyone else still having this issue? I posted earlier and had planned to return my Video Doorbell 2 to Costco after COVID-19 settles - so it was installed outside but had been dead for weeks. I decided to charge it and for the last week and a half since then, it's been flawless. Live View always loads and I don't get that black recording. The router/internet has not changed so it must be something on Ring's side. Either way, happy to have the doorbell working as it should be!