Cannot delete device from group, and then delete group
My floodlight cam lights are in a light group, which I want to delete (as it used ot be, I never used to have them ina. group). So I go to 'Delete group' and I see this: This group still contains devices. Please move all devices to another group before deleting. That's fine, so I go to Edit Group, and then uncheck the light. It asks me Where are you moving this device? I select Remove from group. And then press Save. Says Group updates saved, and returns to the previous screen. But nothing has changed, the group is still there, if I go to edit the group again, the device is checked back ON. So I'm stuck in a cycle bug where I cannot remove my device froma group, so I can delete the group. Why isn't this doing what it's supposed to do? Further more, when are Ring going to actually put their staff back on support chat? Surely they're not allowed to completely remove all their support staff when they don't need to? It makes no sense why there's no chat agents anymore. They can work from home.
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19-05-2020 09:52:20
Responses (4)
- C
Hey neighbors! If you are unable to remove the old light group, my teams have suggested a work around that may work out for us if you could give it a try. Please create a new light group and move all of the devices over to this new light group. Once all devices are moved to the new light group, try to delete the old light group. Then, if you can delete the old light group, remove the devices from the new light group and ensure you can now delete the new light group, once all the devices are removed. Let me know if this works for you! In addition, my apologizes for the lack of support that is available at this time. 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. From the longer than normal wait times on the phones, we have had our chat team take phone calls at this time. 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 need to get in contact when them directly, or if my work around does not show to work for you!
•1
20-05-2020 11:50:33
LNo, this does not work as whatever the group is that contains the device, the device can not be deleted from it. It can be moved to another group, but cannot be deleted. What your steps end up with is the device in a group with a different name.
•3
21-05-2020 09:20:13
ENo, this doesn't work. According to Ring, grouped devices cannot be shared, but it doesn't allow to remove the device (wired floodlight in my case) from the group without moving it to another group. It cannot even be installed unless assigned to the group.
•0
03-06-2020 12:57:38
MI'm having a similar issue with a transformer for landscape lighting. In short, my tranformer is in a group. The app tells me I can't add a shared user because the device is in a group. But it is not possible to remove it from a group or to set it up without adding it to a group. In further detail, I cannot remove it from the current group without putting it in a different group: The only options after Edit Group\>\>"Where are you moving this device? " are a list of existing groups or the option to create a new group. So I can't move it out of a group, and I can't add a user as long as it is in a group. The message is "Grouped devices can't be shared, so they aren't shown here. To enable sharing for a grouped device, remove it from its group." This is a bug. Please fix it and reply, Ring. Or at least reply. The customer service online portals currently state that no customer service is available!
•2
04-08-2020 12:18:50
- J
Had the same issue and the workaround suggested here did not work so I called support. They had me run the camera through setup again and when it was back up in the app it was out of the light group and the light group was gone. Note they did not ask me to "Remove this Device" from the app as that would have deleted all of the video history.
•3
22-05-2020 07:54:37
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XJust tried this and it works. I put the Spotlight Cam in setup mode, went through the steps in the app to “add” it again (with the same name), and it was removed from the group. It retained all settings and cloud data.
•2
24-05-2020 03:13:21
JThis is fine, except that three of my cameras are up on the eaves meaning a climb to hit the setup button. No reason this shouldn't be a software fix, and no reason we shouldn't be able to share groups.
•0
09-06-2020 04:28:18
BI just bought the ring floodlight to use in an apartment I own, thinking I could invite tenants to control the light. To my disappointment, this bug is preventing that. If I didn't already install it off the third-floor attic, I would return it. I still might. If anyone finds a workaround please post it here.
•0
12-06-2020 07:50:14
LI have the same issue... had to borrow a ladder to install which is now returned so cannot re set up...please fix the bug....
•0
14-06-2020 02:12:36
- B
Same exact issue with my ring transformer. Ring support, please help! I have tried everything on this thread.
•0
07-11-2020 07:46:33
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THi @BmoreHokie. As this is a neighbor to neighbor support for and not a direct line of support, it would be best to contact our support team directly. 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, 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.
•0
09-11-2020 04:56:10
- R
This still doesn’t work. Was on support call for over an hour “trying to fix the problem”, up and down a ladder trying to find a reset button that doesn’t exist on a ring floodlight wired, only to figure out that you just can’t share lights. A light switch works better than this- at least my wife can turn on the light without my phone being there. They have hundreds of feature requests to be able to remove the lights from a group, but it just doesn’t work, even though the message in the app says “to share devices in a group, first remove the device from any group and you can share it”. It’s a bug, or a limit of the ring bridge, or whatever. It’s an unusable light, is what it is. I also bought 2 ring smart plugs to control string lights in the back yard, but if it’s all dependent on my phone, it’s pointless - I will send them back for another brand.
•0
23-06-2021 12:00:12
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jsantana2081
I'm also having this issue. I'm attempting to share my Floodlight camera and can not do so because it is grouped. Please advise. Ring Support this is a bug.
3
19-05-2020 05:20:57
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