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Ring doorbell showing black recording

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New Neighbor

Re: Ring doorbell showing black recording

I'm having the same issue... 40 second black videos. It's been going on for a while now and I'm finally fed up. I'll even get rings that I cant answer, so I know the doorbell is connected to the router. Connection is good, router is only 9ft away from my front door, device tests fine, RSSI is -50, firmare up to date, and system staus is all operational... Cancelled my subscription today, and got my refund processed. Can't see paying for something that doesn't work.... Guess I'll try the Nest, or the August and see how they work.

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New Neighbor

Re: 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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New Neighbor

Re: Ring doorbell showing black recording

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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New Neighbor

Re: Ring doorbell showing black recording

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.
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Community Manager

Re: Ring doorbell showing black recording

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! 



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New Neighbor

Re: Ring doorbell showing black recording

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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New Neighbor II

Re: Ring doorbell showing black recording

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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New Neighbor

Re: Ring doorbell showing black recording

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

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New Neighbor

Re: Ring doorbell showing black recording

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!

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Community Manager

Re: Ring doorbell showing black recording

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. 



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