Ring Security Cameras
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Missing (but active) Motion Schedules
In the last few days some of our Motion Schedules have disappeared from the iOS / iPad OS app, for our Floodlight Cam (2nd gen) and our Video Doorbell 3 Plus. Whilst this would be frustrating, what makes the issue worse was that one was enabled (which is only used occasionally) and it can not be disabled as it no longer show in the app.This is stopping us from receiving “Motion Alerts” on the Floodlight Cam. When trying to switch the “Motion Alerts” toggle in the app a pop up appears stating that a “Motion Schedule” is in use and enabling “Motion Alerts” will disable the “Motion Schedule”, when agreed to nothing happens and the “Motion Allerts” remain off.The “Motion Schedule” is clearly still there and enabled as the “Motion Allerts” disable and enable based on the time in the [hidden] “Motion Schedule”.So the issue is that we have no access to most of our “Motion Schedules” and one is enabled, which we can not see or disable.UPDATE: 05/09/2023 - just updated iOS app to latest version (5.64.0) and motion schedules are still not showing. I was hoping this update may have fixed the issue, but no luck so far.
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31-07-2023 20:14:08
Responses (29)
- T
Hey neighbors. Thank you for continuing to share information about this issue. We are aware of this concern and are currently investigating it. Rest assured, once a solution has been found, we'll update this thread. Until then, I'll be marking this post as the solution so other neighbors can easily find it and see that we are working on it. Thank you for your patience.[quote="Justin_Ring, post:15, topic:216698, full:true"]Hi neighbors. Thank you for sharing this information. Rest assured that our team is investigating and working to resolve the issue as soon as possible. When we receive an update regarding this concern, we will make sure to post it here. You can also give our [support team ](https://support.ring.com/hc/en-gb/articles/213608406#store-opening-hours) a call to have a ticket created for this concern and receive an email when it has been fixed. In the meantime, I will be marking this response as a temporary solution for others to easily find this information. Thank you for your time and patience.[/quote]
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11-09-2023 17:06:41
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FI have removed the solution as the issue is not resolved.I have again contacted Ring via X [twitter] and got the similar responses as above (ie it is being investigated).I have asked (Via X) for a complaint to be raised and the issue escalated, but have not had a response to acknowledge my request.This is not good enough. Paying customers are not getting the service they are paying for and have had in the past.The lack of communication is also shocking.Can someone from Ring please escalate this to senior management and log a complaint ASAP.
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15-09-2023 10:58:47
THi there @FreakOutITGeek. The senior leaders and developers are the ones investigating this concern. This issue has been escalated, and it is being worked on by the people it was escalated to. Once the investigation phase is over and a fix is implemented, we will have information to update you with. Thank you for your patience.
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15-09-2023 15:25:37
FI have just checked the iOS App and the notification settings are now back (all of them for both our camera devices) and I can switch off the one that we had temporary switched on before this issue occurred.As with others: I have not received any notification that this is an official fix for the issue, but it is god to be able to finally switch off the notification that has been causing us issues.I’ll keep an eye on the situation.
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17-09-2023 12:10:25
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Same as @Swoopy my motion schedules suddenly "came back" on their own today without updating anything (iOs or Ring App). The motion schedules were still set in the last position they were in before they vanished completely but remained active. I had initially contacted Ring Support over the phone a little over 3 weeks ago and have been following this post since then. I hope this is permanent and doesn't screw up again. They've also told me that they would email me once a solution was found. Still nothing.Hope you guys get the fix as well and this is resolved forever!
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16-09-2023 00:04:01
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- C
Hey neighbors, our teams have let us know that this issue has been resolved. You should now be able to view and edit your Motion Schedules as normal. Thank you for your patience as our team worked to get this resolved.
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19-09-2023 22:19:38
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Outlier
I just wanted to mention that the same thing has happened to me. I believe this happened after a Ring app upgrade. I had a motion schedule set up during a previous version of the app and after the upgrade, I can no longer see that motion schedule in the app so it is impossible for me to toggle it on or off. As a result, the camera is continuing to follow that schedule which means there are no notifications on my phone for certain time periods of the day and there's no way to fix this on the app since the motion schedule no longer appears there.I've called customer support twice and did every troubleshooting step possible: Rebooting my phone, uninstalling and reinstalling the app, removing the camera from the app, pressing the reset button on the camera, and then re-adding the camera, installing the Ring app on different devices, etc. At first, one of the customer support reps seemed to suggest that it was an issue with my phone. However, I did purchase a second Ring camera AFTER the app upgrade and I can see the motion schedule that I set up for that one in the app. I can toggle it on or off normally and I'm getting notifications exactly as expected for that second camera. Regarding my first camera, the one not getting notifications, I set up the motion schedule for that one BEFORE the app upgrade and can no longer see that motion schedule AFTER the app upgrade. This suggests that the problem is app related. Then the customer support rep seemed to suggest that it was an issue with my camera. However, it's important to note that the camera works fine. It records all motion events and I can see all of those motion events in my Ring account. The problem is that I am not getting NOTIFIED of those events and this also suggests that this is an app issue, not the device. If we are not getting notified of events, then that is a huge loss of a significant function of the Ring camera.Another user suggested that the motion schedule seems to be connected to the actual device. So when setting up the camera and scanning the QR code of the camera, it seems to "remember" the previous motion schedules associated with it. If that is the case, then this means that we cannot even sell our cameras because the person who buys the camera will face the same motion schedule problem and not get notifications. This thread started in July and it's already September. I really hope that Ring fixes this issue soon. If you have this same issue, please report it here so they know the extent and urgency of the problem.
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11-09-2023 00:40:45
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