Responses (2)

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ChrisK
I think I have managed to resolve this, I was advised by the support agent not to reboot my camera but it was the only step left that I hadn’t tried. When I got home this evening it was still light and I deleted the camera from my app and then reset it up from scratch. The one thing I noticed was that when I was asked for the location I only had a choice of ‘garden’ for the rear of my property when I originally set the camera up it was ‘backyard’ I’m not sure if this was related to it but it seems a bit strange however I have tried switching the motion alerts on and off and testing it and it seems to be working fine for now, I would still be interested to know if anyone else has experienced this issue.
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25-09-2019 18:01:25
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tom899

I have a new Spotlight Cam with exactly the same problem. The Motion Alert switch won't stay on. I was on the phone with support last night for 1 hour. We tried everything, including deleting the app from the phone, and resetting the cam. Nothing worked. We also selected a different device name, I originally had a custom name "Rear Deck", after resetting I selected "Backyard".I can retuturn it and get another one, but is it the device, phone app, or firmware?I have an iPhone X, iPhone 6S, and newer iPad, all with IOS 13.1.1. I'm wondering if the new IOS 13.1.1 has anything to do with it?

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29-09-2019 12:02:15

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ChrisK

I am also using iOS 13 beta mode. My motion switch only started playing up when the latest update for the app came through as part of the Apple iOS updates. I had tried everything including deleting the app, and reinstalling it, the technical team had even tried to change it and failed. When I asked if I should reboot the camera I was told not to at the moment. That evening however I was a bit fed up by the fact that this had not been resolved so took the initiative to Delete the camera from the app, reboot the camera and add it as a new device. When I tried to add the location I was surprised to see that I was given garden as a location and not backyard which is what it was originally set up as. It has been fine since I did this and It’s now been 4 days. (I added it back on the evening of Wednesday 25th) It might be the fact that when you try and turn on the motion switch it tries to communicate with the camera and somehow the location is part of the code and it can’t communicate, so pushes the switch back. I would suggest you delete the camera from the app, not the app itself. Next reboot the camera and add it back in as a new device.

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29-09-2019 14:32:41

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tom899

Thanks, I deleted the device and added new, this time I selected "Side" instead of "Backyard" (I don't have a "Garden" option). It took and the "Motion Alerts" option is On! I then changed the name to "Deck" and it still works! So, it appears to not like the "Backyard" selection.Thanks for your help, hopefully Ring support sees this and takes action for a fix and update.As a side not, I have an iPod with version 12.xx IOS and that didn't matter.Tom

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29-09-2019 15:13:29

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ChrisK

Hi TomI think its more related to individuals accounts, when you register the device/add it, it is stored on your ring account, so deleting the app and reinstalling it wont resolve it as its still on your account with a different location name so therefore the problem still exists.Once you delete the device, it is then removed from your account on all apps/installs so when you add it again it is a new device and a brand new install, so all the settings (Defaults) are new. I think the problem occured with the name of the location changed on the app to what I had on my account.So when I tried to switch on Motion Alerts, my app was trying to pass Garden in the app , code, but my account on their servers had it as Backyard, so it was failing to toggle the setting.Chris

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03-10-2019 00:56:18

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tom899

Hi Chris,Thanks for the reply. The strange thing is, support had me hold the reset button in for maybe 20 seconds to reset the device, delete it from the app, delete the app, and start from scratch.When we picked "Backyard", we couldn't set the motion alert switch, it would spring back to off. When we selected "side" it works! I then could rename it anything I wanted. It's working now so I'm going to leave it.Thanks for your help,Tom

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03-10-2019 06:35:33

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Fred

Will there be an update from Ring to fix this rather than having to delete and re-add? Thanks. All of your replies have helped a lot. I have been so frustrated with this!!!

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06-10-2019 20:52:12