Responses (2)

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  Nacho

  Let me help with a resolution on this matter. Today I returned my Ring Video Doorbell Pro and for some reason, decided 1 more time to exchange it for a new one. I installed the new one today, and noticed that the Firmware was 1.16.00263. I thought...gee, now I'm going backwards when my prior defective device was stuck on Firmware 1.16.00272. But, in under 5 minutes of having the new device installed, the firmware was updated and now it shows, "Up to Date". Guess what...I have Snapshot Capture now. So based on my experience, the fix was to return the defective 1.16.00272 device and I was fortunate to have picked one up that updated correctly. Now, was that so hard?

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  01-01-2020 09:32:16

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  Nacho

  Dear Marley\_Ring - Thank you for the reponse. I'm still puzzled because per the excerpts in quotes below from the Snapshot Help Article that you provided (and that I have read before) I don't know how "new device setups" is defined. How is that defined? How is "existing devices" defined? I understand that you cannot comment on what "soon" means. **"Note: This feature is currently available on new device setups. Access to this feature will be available for existing devices soon."** **Further, there is contradictory information in this article...see below:** **"**** What Ring devices have the snapshot capture feature?** Snapshot capture is available on all Ring devices." Let me help readers of this thread further understand and benefit from my experience thus far related to the post's topic... My first Ring Video Doorbell was received with Firmware 1.16.00272. That device did not update the firmware and it did not have Snapshot Capture working. I purchased this first device mid-December 2019. I returned the first, and purchased a second. The second had the same issues with the same details. I did this transaction a few days after I purchased the first. I returned the second and replaced it with a third (today). The third Ring Video Doorbell was received with Firmware 1.16.00263. I think we can all agree that this firmware and the associated device is therefore and older device. However, this older device updated the firmware automatically to "Up to Date" and that resolved this issue. So again, there is much confusion for me as a consumer as to the definition of "new device setups", "existing devices", and what appears to be contradictory information on that same help article that, "Snapshot capture is available on all Ring devices.". So my original question is not yet answered...whether my first and second Ring Video Doorbells were "bricks" - meaning to me...that they would never have updated their firmware and my only solution was to return the device and hope that I received a functioning one. Furthermore, and related to this thread, my Ring Floodlight situation is similar. My first floodlight that I purchased and installed worked very well - updating its firmware to "Up to Date" and providing things such as Snapshot Capture. On the box, that floodlight shows, "Assembled in China. 2017 BOT Home Automation". My second floodlight that I purchased a few days later shows on the box, "Assembled in China 2019...". However, this second floodlight does not update to the "Up to Date" firmware and is "stuck" on 1.16.00273. So again, in this case, the older product appears to be the functioning product and this seems contradictory to the help article that you provided. I've read the forum rules and I believe I've followed them. I don't recall having duplicate posts that would have required deletion - if anything - perhaps a merge (which I know can be done in these forums because it happened to me a day or so ago). So again, the help from Ring on these forums for me has been absolutely useless to me and my issues with Ring. Same with calling Ring customer support. I'm here spending time posting my experiences in order to help other consumers - inline with forum policy - and some critical posts that I've made have been deleted by Ring - that in my opinion did not merit deletion based on forum rules.

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  02-01-2020 12:26:16

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  TLAD

  I actually think Nacho makes some good points. I too have a Video doorbell Pro with an almost identical experience. Firmware stuck at "1.16.00272" and non functioning snapshot capture. I have contacted support several times and have reset and and reinstalled doorbell, removed and reinstalled app after rebooting phone, reset wifi, moved Chime Pro. Nothing seems to work and support has been unable to resolve. Last call the tech said they were running diagnostics on my devices while waiting for reply we were disconnected and i have yet to recieve a follow up email or phone call. I guess they are waiting for me to call back again and wait in the que to start the process all over again for the third time. I guess my only real option (as user Nacho did) may be to return the device and hope i get lucky and recieve one that works, although i was really hoping Ring support had some answers and most of all a fix. Note: I also own a Flood light Cam it works fine all features but on that device firware indicates "Up to Date".

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  13-01-2020 12:35:43

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  Nacho

  I hope that you resolve the issue. It’s been hard for me to be a Ring customer because their products didn’t work as specified and there was no help on these forums or on the phone with Ring customer support. For example, I had to purchase 3 Ring video cams before I got one that worked.

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  13-01-2020 01:02:45

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  rocxylemmon

  1.16.00272 is where mine is at and all works just fine so If it updates it updates? they will push it to everyone in time like cell phone updates, just takes time to push :) don't be in such a rush, it will come before you know it :)

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  16-01-2020 08:47:21

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  TLAD

  Maybe your onto something, waiting 22 days could be rushing it. I’ll give it a couple months. I’m assuming at this pace they have a human pushing these updates one at a time ??. Then again if I want to rush it, I could just run over to Best Buy and return it.

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  16-01-2020 01:53:39

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  Natey

  Updated to Android Ring app v3.22.3 (2/21/2020) Ring Doorbell Pro Firmware version: 2.2.00097 I don't see a Snapshot Capture option under Video Settings.

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  29-02-2020 03:43:27

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