As of today I noticed that if I click view once my doorbell goes off, and i mean i click it immedietely when it goes off, that it just keeps saying connecting to doorbell and i get impatient with it and just close it. But when I go back to view the recorded video it just shows a black screen. Now if I get a motion detection and I give it awhile before clicking I am able to view live view just fine and go back and am able to see that recording but at that point when I go live whatever set it off is already gone.
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My Ring Pro doorbell also has a black screen when I view Event History. The small Camera view is visable, but when I open the Event History, the screen is black. The doorbell is wired, so no dead battery issues. Out of 9 "events" only one was visable. And I even rang the doorbell, and that was also a black screen..I'm almost wondering why I spent the money on "security"..
My Ring doorbell just started this as well, 11/2/19 ~ 930AM... I haven't changed anything in my router or home wifi. I've reset everything with no changes.
If the black or blank videos are persisting, I recommend uninstalling and reinstalling the app to ensure it is integrated optimally with your mobile device and updated. Remember also to check the Device Health to ensure your RSSI (signal strength) is strong. Check out our Community post for tips on a good RSSI.
If these concerns continue, please contact our support team, at 800-656-1918, for more in depth troubleshooting.
I just got another one on my Ring Pro, same circumstances: 40 seconds of black video. This is not an app playback issue -- I see the same thing on desktop from the Ring web site -- so reinstalling the app is unlikely to matter. This is not missing video, or video that stopped part way through; this is 40 seconds of black, every time.
Device Health shows RSSI -55, which is in the "sufficient" range (-65 to -41). Speed test holding my phone next to the doorbell shows 26.74 / 10.28 / 30ms.
Now it's the third day in a row of black screens on my phone and on the Ring.com website. I have uninstalled and re-installed the Ring phone app several times. My phone/modem/doorbell are within 3 feet of each other.. My Ring had 15 Motion alerts and only 2 have a view of what was going on in my front yard... I had my security company hardwire install.. So I don't think your solution is working for me..
Hi, if you have a PRO and you are getting Black records all the time it's because there is an issue with the unit setting up a connection to the Ring cloud after the button push. It can be a connectivity issue, but its worth checking if when you push the button the Ring light goes out...? If it does this indicates a power issue, and potentially an problem with the small internal battery or capacitor circuit inside the Ring PRO. The light going out indicates a power issue, where there is either not enough power being supplied or the battery is dying - hence the negotiated connection to the cloud Is black.
FWIW, I downloaded a successful 20-second video, and compared it to a 40-second black video in VLC (Tools > Codec information, Codec tab).
So it's actually using different codec parameters.
Button shows the animated blue circle after a button push.
It seems this is a relatively recent concern for several users.
I just experienced this for the first time @ 7:22 am EST 11/12/2019 - nested between motion capture video that displayed just fine.
There is NOT a problem with my router - and the app seems ok - in a browser on the desktop one can observe the same problem.
We can hope that Ring resolves the issue quickly.