Light Schedule on Pause
The light schedule on my Ring security camera has been inconsistent for over a month. It normally comes on at the time I have scheduled, but goes off at random times. When I turn on the lights via the app, I keep receiving a message stating “Your light schedule is on pause and will resume in 24 hours.” I have discussed this with Customer Service numerous times. They even sent me a new camera, which has not alleviated the problem. Now, they are telling me that my account has been flagged along with some other customers who are having this same issue, that “the engineers” are working on the problem, and that they will let me know when the issue is resolved. The reason I purchased the Ring security camera in the first place is because someone tried to break into my car in my driveway at night a couple of years ago, so it is imperative that my light be on at night in my driveway. Just wondering if anyone else has experienced this problem.
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05-07-2019 11:29:20
Responses (14)
- M
Thank you both for being so resourceful in taking all the proper steps to resolve this concern by contacting support, as well as for sharing this with the Community. Please confirm, @EJ1 , is your experience also with the Floodlight Cam just as @Rim is describing?
•2
05-07-2019 09:19:27
EI described my problem in my original post. This evening, the light has already gone off twice. I got up at 1:00 am in the morning and the light was off again. I called customer service for the upteenth time and got the same story. I have had it. It seems that every since Amazon bought Ring, it has become more unreliable and the customer service is now really lousy.
•2
06-07-2019 06:58:04
SI have been having a very similar issue. The lights are not following the schedule...they sometimes turn on at the correct time, they sometimes turn off at the correct time. But they also are very spontanous. I cannot seem to find a pattern. Support phone calls have been very unhelpful with the "turn it off and on again" approach. Any help or advice would be appriciated.
•1
24-12-2019 06:30:54
MIn the same boat with the light schedule. It has only followed the schedule for maybe 24 hours. It will turn on at 1 in the afternoon and not turn off. It will stay off at sunset, or it won’t turn off at sunrise. All I want is dusk to dawn. This shouldn’t be hard, but it is.
•0
25-12-2019 12:22:27
HI have verified that my light schedule is working off of Zulu, GMT or whatever else you like to call it time. I live in US Central Time (UTC-6) so I just add 6 hours to my local time I want my lights to go on or off. Don’t forget to turn off the motion activation light feature if you want to check for your schedule working properly. Someone else on this thread discovered the Zulu time setting.... I’m just confirming it. I don’t understand why Ring can’t fix this or tell people what the issue is. Their cameras work great but their light leave more to be desired.
•2
25-12-2019 05:55:17
- S
I’m another person with the same problem. I’ll check and the light on one of the floodlight cams has gone off on their own even though they are scheduled to be on. It’s random and happens on both of the units I have hooked up. I have only had them installed for a little over a month or two and I’d say it started about a week or two after install which makes me wonder if they pushed out a firmware update that is causing this but as they don’t let the user see firmware update history I have no idea. I just know it worked flawlessly for a few weeks. It’s very frustrating and I was going to install a third light but I don’t like the idea of having unreliable floodlights that don’t come on or stay on during their scheduled on time. Plus it’s recently started disregarding the motion detection schedule as well (it just randomly turns the motion alerts off so that motion alerts aren’t occurring or rather aren’t even on) so I’m thinking this has to be something they’ve done as it’s happening on two lights that were not purchased at the same time and were purchased from different stores. If they’d let us see when firmware was updated maybe we could get to the bottom of this but I guess they think that would just confuse us poor people. I really hope they get this fixed and if you find a fix please post it because the fact that the motion alerts are not following the schedule now is really irritating/alarming. Very disappointed. The other thing that is irritating is that when I turn the lights on manually they sometimes don’t go off at the scheduled time but I have no choice but to to turn them on manually or else it just stays dark. I apologize for my long post/rant. I just wish these would let one get a little under the hood so we could see what’s happening when this problem occurs. There should be a log somewhere that the user could see. I dread contacting tech support and having to go through some inconvenient thing such as climbing a ladder and adding and removing the light from the account. This issue started without anyone touching the light so it should be able to be fixed without climbing a ladder as well.
•2
07-07-2019 07:30:22
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EMy lights went off again last night at 11:00 pm. I agree that this appears to be a firmware issue that apparently is not high on the priority list to fix. I don’t know how Ring expects folks to entrust them with their new security alarm systems for their homes if they can’t seem to fix the light scheduling issue on the floodlight security cameras.
•3
08-07-2019 02:17:54
RI would still suggest you create a support ticket, [Socrates99](https://community.ring.com/t5/user/viewprofilepage/user-id/385). The troubleshooting they had me do was done on the Ring mobile app (deleting schedule and re-creating it, creating a schedule that's shorter in length, etc) so it didn't require anything physical like climbing a ladder. In my case, my floodlight cam is on a light switch so I powered it off for a few seconds before turning it back on but it didn't fix anything. This was my own troubleshooting and was not suggested by support. Even though creating a support ticket hasn't fixed the issue, it may be helpful to have your issue recorded. Maybe once enough tickets are created, they will prioritize the issue.
•0
08-07-2019 06:52:43
EYeah, I created a support ticket a month ago. As I stated previously, they even sent me a new floodlight security camera, which still did not alleviate the problem. Even after I received the new camera, at the direction of customer support, I cut the power switch off to the camera and turned it back on as well as deleted the light schedule and re-entering it. Now, I am continuously being told that engineers are working on the problem and they will e-mail me when the problem is resolved.
•1
08-07-2019 07:04:09
SI have deleted the light schedule as well and set it up again from scratch and it didn’t fix it. I hate that they won’t wven give you a date or any info on the firmware other than “it’s up to date” as that’s not helpful. Every other camera or device from thermostats to door locks gives a firmware version and date that a user can see. I don’t know what ring thinks we would do with this info if we actually saw it but they should let us see it. I really hope they get this fixed soon. Thanks for the input and if yours gets fixed please update us.
•1
09-07-2019 10:30:52
- M
Thank you, neighbors, for sharing this feedback and the troubleshooting steps you have already performed. I've shared your concerns with the team, who is investigating further. We appreciate all of your patience with this matter! Meanwhile, if not already attempted, please also check location permissions are accepted and time zone/ location is accurate in your app. If the phone or app timezone is incorrect, it could affect light scheduling accuracy.
•1
10-07-2019 12:21:47
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SThe location permissions are all set correct in the phone and app. And when the lights are coming on they are coming on at the correct time. The recorded videos are at the correct time as well so I don’t think the time zones are the issue.
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10-07-2019 07:00:36
EThe customer service folks told me to check the time zone as well. The time and time zone is correct on my phone, so the time zone is not an issue. Again, lights came on as scheduled yesterday at 7:30 pm and then went off again about 2 hours later. Had to turn the lights back on via the app, which again showed the message “light schedule on pause. Will resume the following day. Got up at 1:00 am in the morning and the lights were off again! And again, I had to turn on the lights via the app and received the same message about the light schedule being on pause. I have been beyond patient with this issue. I kept my old fashioned regular floodlight when I had this Ring security camera installed a couple of years ago, and I think I am going to just have it reinstalled. It is dusk-to-dawn and gave me absolutely no trouble for over 15 years. I would rather have consistent light in my driveway and peace of mind than to keep dealing with a product and a company that keeps giving customers the run around about their product malfunctioning.
•0
10-07-2019 08:57:27
MWe're sorry about this and truly do appreciate your patience. The team is looking into it and working on a fix. We will update this thread with more information once available.
•1
10-07-2019 11:50:06
RI was also checked about the timezone by support and it was fine. As others have said, the light turns on at the correct time, which wouldn't happen if the timezone was incorrect. I, too, have noticed that sometimes, after manually turning on the light because it shut off despite the Light Schedule, that the light doesn't always turn off as per Light Schedule and must then be manually turned off. So it's really not a light schedule - it's more of a light randomizer. I am also considering putting the solution I had previously, a Philips Hue smart bulb, because it never had an issue with scheduling the lights on or off.
•0
11-07-2019 01:30:13
SSimilar here as well. Sometimes when I notice it’s off and I turn it on in the middle of the night it never goes off as scheduled or rather usually doesn’t go off at the scheduled off time. It’s like it just completely disregards the schedule on the day it acts up. If you manually turn it on during a scheduled on one would think it would then go off at the scheduled off time but it doesn’t. But it seems to at least be working over the last few days - since I’ve been complaining about it. We shall see if it stays working correctly.
•1
11-07-2019 08:00:48
- K
Yes, at first l noticed it around 1, 2 or 3 am., and I was told my internet provider was probably doing updates at this time. Now, it seems to be happening at any time.
•2
25-07-2019 01:47:01
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- R
Just checking in that my Ring Light Schedule is still broken. Light was off at 1030pm and it was scheduled to be on at 8pm.
•0
07-08-2019 02:52:47
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SI just wrote another lengthy post about this and it disappeared when I hit post. Accessing the “community” in the Ring app is horrible. You can’t even go back a page. Anyway my lights are still randomly going off. Very frustrating that it’s still happening. I hope they are getting closer as my wife is close to demanding I replace them with something that works as good as the lights controlled by a $15 photocell did for years and years.
•1
07-08-2019 09:05:15
CHi @Socrates99 currently, the Community is not available in the Ring App. I just tested using Safari on my iPhone and was able to log in and utilize the Community. Not to mention, I was able to go back by using the back button on the button of the browswer. If you're not logged into the Ring Community, you will not be able to post. If you could clarify, we can definitely have a team member take a look. The team is aware of the light schedule and working on a fix. We will continue to update the thread with more information as it becomes avaialble. Thank you for your patience.
•0
07-08-2019 04:35:15
SYou can access the community through the app at menu/help/visit support center/get more support drop down menu/ring community - visit us. It doesn’t send you out of the app to safari it lets your read and then type a reply to a post but then when you hit post it won’t let you post. It just disappears.
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07-08-2019 05:26:52
CWow! Thanks, @Socrates99. You're correct and thank you for the steps you provided . Seems like it won't allow you to log in at all. We went ahead and opened up a ticket with the team to get this fixed. We'll be sure to make a note once we're up and running. For now, if you're on mobile, I suggest opening up Safari or Chrome and heading to community.ring.com to participate. Desktop works as well :) Appreciate your outreach and patience.
•0
07-08-2019 06:09:30
CHi @Socrates99 wanted to let you know you should be able to log in and utilize the Community from the Ring App. Please don't hesitate to report back with any questions or concerns. Thanks for your patience!
•1
27-08-2019 04:20:53
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Rim
I must be one of those customers because I am experiencing the same thing. I've opened up a support ticket on June 18, 2019 and it is still not fixed. I don't feel a sense of security when walking up to my house at night and my Ring Floodlight is turned off even though the Light Schedule is set for it to be on. I'm experiencing the same issue where it turns on at the right time but it turns itself off sometime during the night when the schedule says it's supposed to stay on. I even have a video of the light being on then turned itself off and then back on within one minute. I provided it to support for what it's worth. I was looking into getting their Security System but I'm holding off to see if this issue gets fixed.
1
05-07-2019 08:09:13
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