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Ring doorbell showing black recording

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New Neighbor

Re: Ring doorbell showing black recording

Follow up on my black recordings... I called my Internet provider, (just to see if it was an Internet issue before my Security provider came)..Internet showed the Ring was connected and "working".  The black recordings are still happening..and I even walked in front on my doorbell..and still a black screen.  I also rang my doorbell and the ring didn't even register.  

I am going to request a new Ring II doorbell be installed..and I will follow-up with this thread to let you know how it goes/went... 

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New Neighbor

Re: Ring doorbell showing black recording

Just to be clear, this is 100% a Ring bug.  The only question is whether it's being exacerbated by network issues.  Uploading a 35KB 25fps 720p video with 40 seconds of nothing but Ring logos on a black background is a bug; sending them to customers from the server is a bug.

 

If the device failed to capture a video, the server should say that it failed to capture a video, not show a bad video and leave everyone guessing.

 

FWIW, I also posted here, with roughly the same results: https://www.reddit.com/r/Ring/comments/dt2chf/40second_black_videos_from_doorbells/

 

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New Neighbor

Re: Ring doorbell showing black recording

fadden...Thanks for pointing out that it's a Ring Bug issue...today 9 motion alerts and everyone came in crystal clear!!  Imagine that!!  However..my missed/black recordings run the gamut..I get error messages that there was an error with recording.  Also I have noticed that when I view the motion recording with the full screen (cell phone)..if the 2 arrows on the side of the 2 bars are not white..I get a black recording, the bar is moving to the 40 second mark..if the arrows and bar are white, the video displays..I think I'll get a dog..they seem to be more reliable..

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New Neighbor II

Re: Ring doorbell showing black recording

After reporting this problem to ring support - I rec'd an email from 'Brian' at help@ring offering to follow up. 

 

This was my reply:

 

"I am not the only ring user to experience this problem that seems to have started at the end of October - but the ring system status does not report this at all.

 

One of the ring community threads can be found here:

https://community.ring.com/t5/Video-Doorbells/Ring-doorbell-showing-black-recording/m-p/5717

 

We are located in different parts of north america and have different ISPs - as well as different routers and network setups. This seems to be a problem with your equipment - not ours."

 

I have not rec'd any further communication[s] from help@ring ....

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New Neighbor

Re: Ring doorbell showing black recording

Another follow up on my black recordings on my Ring Pro II doorbell..my security provider came and checked the doorbell..he took the battery out and re-installed it..versus a hard re-set, where you have to basically re-do the whole installation (software) all over again..  He said that he has had a few customers say the same thing about black recordings..It is a Ring issue...   Thanks for all of the feedback..hopefully Ring corrects this issue..

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New Neighbor

Re: Ring doorbell showing black recording

Another follow-up from 11-15-2019..Ring II doorbell was working fine for a couple of days..after the battery was removed/re-installed.  NOW  I am not getting any notifications of an actual doorbell ring.  I tested my doorbell 5 times today, after watching someone ring the doorbell.  I had my phone in my hand, and was 3 feet from my door/modem.  Nothing..not even a motion detection was recorded.  Weather was clear and sunny..

At this point in time..I wouldn't recommend a RING doorbell to anyone..

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Community Manager

Re: Ring doorbell showing black recording

Sorry to hear about this @Indygirl! It sounds like you are experiencing a few more symptoms than what would be related to just a blank recording concern. With these additional concerns surfacing, and events not capturing at all, 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 showing black recording

I am getting exactly the same problem (it was all working for several months without a problem then 26 Dec at 1:21pm it all went wrong) - but - I noticed today, when I reset the Ring Pro (after being a support call for 20+ mins and sent an emai about opening ports) - it starts playing back properly for about 30 seconds and then when you go back its all black again! It is like Ring are corrupting the video playbacks.

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New Neighbor

Re: Ring doorbell showing black recording

the KOZ...I know how frustrating it is to expect a product to work (especailly when it's a safety thing).  For some unknown reason my Ring II doorbell has been working for the past few weeks!!  I did nothing special..I have shut down and restarted my modem/router..which has nothing to do with my black screens.  I never called the Ring help desk..from reading all of the comments about sitting on the phone with no resolution..I didn't want to waste the time.  I'm not sure what the other folks that are on this thread have experienced..but my Ring II is working correctly..today.  The weather has been in the 20's at night and the 40's during the day...

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New Neighbor

Re: Ring doorbell showing black recording

They might have fixed something in the software.  I stopped seeing the problem, but I also installed a second router 10' from the doorbell (RSSI was -58, now -34), so that might have helped too.

 

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