Responses (8)

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  Tom_Ring

  Hey @windypaper. Thank you for sharing these images! The Echo is appearing in the app because of an integration that allows certain Echo devices to be used as a Ring Smart Lights Bridge. More information on using an Echo device as a Bridge can be found [here](https://support.ring.com/hc/en-us/articles/360059329551-Using-your-Echo-devices-as-a-Smart-Lighting-Bridge). Would you be able to let me know what version of the Ring app you have on your phone? Also, this appears to be an iPhone, correct? Once I have this information, I'll be able to share this with my team and get back to you. Thank you, neighbor!

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  06-04-2021 07:34:00

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  windypaper

  Hi @Tom_Ring Thanks for your reply. Yes it is an iphone. The version is 5.37.1 Regards

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  08-04-2021 02:41:54

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  Tom_Ring

  Hi @windypaper. I would suggest updating your Ring app, as we are now on a newer version. Updating the Ring app should correct this issue. However, if after updating the Ring app you are still experiencing this concern, please reach out to our support team so they can take a look at your account and investigate what might be happening. Feel free to let the Community know the result! Please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support.

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  08-04-2021 05:21:57

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  windypaper

  Thanks @Tom_Ring I just updated the app. It looks great and I am thrilled to see the new geofence feature which we all have been waiting for. Unfortunately, the issue still persists. I can still see my echo device showing as offline, while it is in fact online and connected to my wifi.

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  08-04-2021 06:21:20

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  Ringmaster1

  I fixed it by going on the Alexa app and updating the location of the device . Make sure the location of the Alexa device is exactly the same as your ring devices . The location of my echo show did not have the 4 digit mailing code after the address like the ring devices do . Once i updated the location on my echo show to the exact same as the ring devices and unplugged and plugged it back in everything worked perfectly.

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  07-09-2021 02:52:31

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  Tom_Ring

  Hi @windypaper. Thank you for the update and I'm glad to hear you found the new Geofence feature! I've been using it quite a bit and makes life with kids much easier :sweat_smile:. With the concern of the Echo device showing offline, when it is in fact online, it's very odd. This is a new integration and it may be as simple as a setting that needs to be toggled. I recommend reaching out to our support team so they can look at your account/devices and analyze your specific situation. Without being able to see the whole picture, this can be difficult to narrow down the cause. Thank you for you patience and I'm looking forward to hearing how support was able to help.

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  09-04-2021 06:04:24

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  Ringmaster1

  Check out my reply to windy paper. I had the exact problem as everyone one else . Once i did those steps everything started working . My echo show showed offline and also my smart switch. Once i changed the location on my echo show to have the 4 digit mailing address that the ring devices have everything went green and now works great.

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  07-09-2021 02:57:12