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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  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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  TLAD

  Update: I talked to RING support today regarding snapshot video capture feature not working and the device being stuck on firmware 1.16.00272. After some more failed attempts by support to force a fireware update they informed me there is a known issue with firmware not updating and that they are working on a fix, no eta. They also stated that someone would followup with an email once a resolution was achieved. I also asked the customer service rep why RING does not post these types of details to the community message board. I suggested that posting and acknowleging an issue could save RING support from needing to troubleshoot a problem that there is no current solution for and thus wasting customers and supports time in the process. Not sure if that suggestion will get any traction. Hopefully the Forum managers and moderators will see this message and can offer some additional insight. What say you managers and moderators? I also had to scrap the idea of returning to Best Buy since i exceeded thier 15 day return window....arrrrrrg Tom L

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  16-01-2020 06:40:35

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  rocxylemmon

  lol! I love the sarcasem and lol 22 days is rushing...:stuck_out_tongue: and yes you could return it but why? it works great as of right now even with out the firmware that is old as dirt...lol I was also thinking of some guy on a computer pushing a update 1 at a time for years...lol!

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  16-01-2020 11:24:00

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  TLAD

  Figured i would provide an update. I posted in another thread as well. All is well in Ring land my firmware now shows "up to date" and the the snapshot capture is working....boo yah Not sure if they took some action on thier end all i know is that it is working and firmware is indicating up to date. I did place another support call yesterday(4th one) and they performed another remote reset of device and I removed\reinstalled app on phone, all steps performed in the past. When we ended the call yesterday, issue was still not resolved but just start working a couple hours later. For those that are experiencing this same issue the only advice i can offer is be patient and persistent, keep calling support until they resolve it. When you work with support keep it simple focus on the firmware not updating or having the "up to date" status , once that is resolved I believe everything else will fall into place. Bottom line they were able to resolve issue without the need to take it back Rocxylemmon, Looks like that hi tech employee finally got around to me, pushing that update 1 at a time . thanks for having a good sense of humor. Tom L

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  17-01-2020 06:57:15

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  speedydog5

  So for the 5th time i believe i lost count how many times i changed , i installed another Pro doorbell which was supposed to be from A stock whatever that means(supposedly the most updated ) and unit still has old firmware 1.16.00272 and not showing up to date and no snapshot feature and does not update itself i am so disgusted with ring and the whole thing after reading time again that people on ring community had same problems and gets rectified sometimes a company as big as ring cannot get rectified last conversation they said there aware of firmware problem and it will automaticly get updated and ill be notified but dont know when un real they cant figure out the issue i will never reccomend a ring device to anyone

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  27-02-2020 06:50:45

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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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