Responses (1)

• M

  Marley_Ring

  Hi @DaveDC! As long as the magnet for the Contact Sensor is within 1/2 inch from the proper side of the Sensor as show in this [help center article](https://support.ring.com/hc/en-us/articles/360039497552-Ring-Alarm-Contact-Sensor-Setup-and-Use), this should work consistently. As it sounds like this was working prior to recently, please also check the battery in the Ring app. Feel free to send an image example of the mounting for further suggestions. :)

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  13-08-2020 09:53:50

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  Reply

  D

  DaveDC

  Thanks for the reply. I've attached a picture of the installation. As mentioned it was working fine, and has suddenly stopped, the battery is full, i've also tried a different magnet just in case.

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  14-08-2020 08:03:37

  M

  Marley_Ring

  Thank you for that update @DaveDC! The most unusual detail here is that this was working before. It sounds like this Sensor may need to be reset. There are a few ways to accomplish this, in which you can choose to remove the Sensor from the Ring app and re-add it, or you can factory reset the Sensor entirely. This [help center article](https://support.ring.com/hc/en-us/articles/360042739451) contains the step by step for the different methods. Ultimately, the factory reset should do the trick! Also, it is difficult to tell while looking at the image example, but the generation of Contact Sensor you have should feature physical grooves on both the Sensor and the Magnet. Please ensure these grooves are aligned, as mentioned in this [installation article](https://support.ring.com/hc/en-us/articles/360018549231-How-to-Install-your-Ring-Alarm-Contact-Sensors-on-Different-Types-of-Doors-Windows-and-Trim). I hope this helps! :)

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  14-08-2020 04:06:05

  D

  DaveDC

  I did a full factory reset and re-added to the Ring account, but made no difference. Also I can confirm, the grooves do align. I'm pretty sure that it's gone faulty, but I can't get to to the support team on chat.

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  14-08-2020 04:30:27

  C

  Chelsea_Ring

  Hi @DaveDC. Chiming in for Marley here! Since you preformed a factory reset of the device and re-added it with no luck on a positive performance, it would be best to follow up with our support team on this concern. 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. 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. Chat is currently not available for device troubleshooting at this time, but once you give us a call we will be able to get this resolved for you. Please feel free to come back and let us know how this goes!

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  18-08-2020 03:59:10