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M

Makkie

App issue with lights

Hello,  Ever since the last Ring app update my lights in the app show as offline even though it was working perfectly fine prior to the update.  I have turned the bridge off, reset it and also turned my router off and on.  It seems more like an app issue as this only occurred after the recent app update. Please could this be looked into. 

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24-07-2024 09:21:33

Responses (5)

  • M

    Makkie

    Any ideas please? This only happened after the app update. The lights icon in the app just rotates. Thanks

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    25-07-2024 03:38:50

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    • M

      Makkie

      Hi @Chelsea_Ring - this issue has started again after an app update, please can you escalate with the app dev team.  Previously happened: https://community.ring.com/conversations/ring-app/lights-loading-message/658015a951f6e6fe7892f145 https://community.ring.com/conversations/ring-video-doorbell/ring-app-is-trying-to-load-lights/658015da51f6e6fe78966a93?lang=en Thanks

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      25-07-2024 04:03:02

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        T

        Tom_Ring

        Hi @Makkie. Can you share the type of phone you are using, OS version and what version of the Ring app you have installed? Also, what specific Smart Lighting devices are having this issue. Have you tried troubleshooting your Ring Bridge?

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        26-07-2024 03:02:37

    • M

      Makkie

      Hi @Tom_Ring - thanks please find details below; Ring version: XXXX Devices: iPhone iOS: 18 on one iPhone and XXXX Ring lighting: Pathlight battery and Solar stephlight I must stress the issue is with the app and not the bridge nor devices. As lights icon is stuck on loading but if you leave the app (but don't close it i.e. swipe up to close app on iPhone), it will work, but this is a hit and miss. Again, I must stress - The issue is with the app, as the issue only started after the app update.

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      27-07-2024 12:51:09

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        M

        Makkie

        Hi @Tom_Ring unsure why the Ring version and iPhone versions are showing XXXX. The ring version is the latest one which was released this month. Issues only started happening after the app update. My other iPhone is running the latest iOS available for public. Thank you

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        27-07-2024 08:09:11

    • C

      Caitlyn_Ring

      Hi @Makkie. You mention your other iPhone, is this issue happening across both phones? Are you using wifi or mobile data when you notice this happening? 

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      29-07-2024 02:36:55

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        M

        Makkie

        Hi this is happening on ALL devices regardless of iOS version or which phone it is. It happens on both wi-fi and mobile data.  I must stress - The issue is with the app itself, after the recent update, it has impacted the lights. There is no issues with the bridge or devices itself.

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        30-07-2024 04:39:01

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      Caitlyn_Ring

      @Makkie Thank you for sharing. When you are able to, please reach out to our support team either via phone, or by private message on Facebook @Ring. A member of our team can gather more information to investigate this app issue.

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      31-07-2024 04:51:24

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