Doorbell keeps clicking between normal and night vision
I've had the doorbell (Pro, hardwired) about 2 years and this issue has only started to happen in the past week. I'll hear what sounds like clicking at around 9:30-10pm (bare in mind sunset here is around 6:30pm at the moment), so I open up the Ring app and notice the camera is switching from normal mode to nightvision and back. It happen for about 20 minutes, but I checked the timelapse last night and it was doing it all through the night. Here's a video if it happening:https://www.youtube.com/watch?v=OZXyn0ddOcg The camera has not been moved or repositioned, no extra lights have been added around the capture area, nor has the motion zones been changed. I have noticed that the motion doesn't always capture motion correctly. Sometimes it'll trigger from a cat walking down the path, but for example I walked out the door this morning, and there's no event! Can anyone confirm if its faulty? What's the deal with getting a replacement? I have the 'Protect Basic' annual plan, but noticed the call centre is a US number (I'm in the UK), seems a bit pants
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23-10-2020 08:36:47
Responses (9)
- A
Thanks. I called the UK number (Indian call centre), who only suggested turning it off and back on again. I had already tried this multiple times and the same thing happens. They then escalated it to the US Tech Support line who then accessed my recordings (with my permission) and suggested that the porch light to the left is making it flicker in and out of night vision, so suggested turning it off. Bare in mind - nothing has changed with regards to street lights or my porch light - it came with the house when we bought it 2 years ago. No motion settings changed, no night vision settings changed (if any?). They suggested a 15 degree angle down but as it barely gets a persons full face in anyway - it would completely miss the face off if I did angle it any further down. So I'm back at square 1. I have what looks like a product that is not fit for purpose, it annoys the hell out of me listening to the clicking sound every night over and over again. It doesn't pick up motion events as well as it did before. What options do I have regarding my Support Package? Are you able to issue me with a replacement (working) product? Note: the US technician did confirm there was a software update 3 weeks ago - but he wouldn't admit that this was the issue. Judging from my experience and the others who joined this thread, does that not point towards the update being the issue?
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01-11-2020 07:36:49
THi @AndyKay. If the suggestions that the tech support haven't caused any improvement over the last few days, I would suggest reaching back out to a US support technician. Since you believe this to be related to an update you've recently had, have this escalated so our support team can deep dive into this and keep you informed as they discover anything. All the best.
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02-11-2020 04:38:15
BMy doorbell also started doing this after a year of use. I worked with Ring support and they sent me a new doorbell. This one does the exact same thing. I even added the Ring transformer. Nothing has changed with lighing or any other settings. It will NOT stop switching day/night all night long. I have tried all of the recommended fixes with the help of tech support on the phone. It will not stop. Please help!
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12-11-2020 05:53:29
GYeah, same thing started happening to mine a few weeks ago. We have an outside security light that we typically keep on and we have never had an issue with the Ring doing this for years. But a few weeks ago, I noticed the clicking. The only way I’ve gotten it to stop is to turn off our security light. Really frustrating that this issue just started for so many people. There must have been some update pushed.
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14-11-2020 11:02:55
MHi there, neighbours. If you've already tried the reset previously mentioned in this thread, to no avail, the best next step will be to reach out to our support team. The Ring Community is a neighbour to neighbour help forum, in which more in-depth troubleshooting is best done with our support team. Please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support. If you are in the US, 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. This has resulted in longer than normal wait times.
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17-11-2020 08:22:04
- M
I have the same Ring doorbell as you and mine started doing the exact same thing about a week ago. As soon as it gets dark outside it starts clicking and my video is the same as yours. What was your resolution to the issue? I'm guessing they will tell you to replace the unit at current prices.
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24-10-2020 04:27:49
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CMine just started doing the same thing. It's frustrating. Did anyone get a response from CS ?
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25-10-2020 02:07:08
- L
Mine started doing this a few weeks ago also. It eventually wore out and the video gave a purple filtered picture. I took camera to BestBuy as it was under Geek Squad warranty (1.5 years old). Replaced and now after 1 day installed, it's flickering back and forth again. RING FIX THIS ISSUE ASAP!!!!!!!
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04-11-2020 12:40:27
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- S
Same thing happened to me and Ring support told me the same thing the support person told you here...I reset with no luck, took me a month to get replacement from Ring since support did not know what the issue was and the replacement does the exact same thing..my opinion is the Ring support is faulty...Hey Ring, if you wanna keep this customer or other customers... then you have our info...YOU reach out to me/us and man up and fix the issue...otherwise you will start loosing customers little by little...tell me why a thing like this has not been resolved fir customers like us??!
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18-11-2020 04:28:33
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Caitlyn_Ring
Hi @AndyKay. Thanks for taking the time to share a video example of what you're experiencing. I would suggest performing a reset and a new setup of your Doorbell to try and resolve this as the night vision should not flicker on and off like this. You can reset the Doorbell by holding down the setup button for at least 20 seconds. From there, follow the steps under Set Up a Device to get it set back up in the Ring App. Should this concern continue to persist, you can give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). You can find the appropriate number for your country, and our support team will be able to look more closely at this for you. 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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23-10-2020 04:12:49
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