Cannot delete old device

I have replaced a sensor but i am unable to remove the old sensor device.

When i try to REMOVE device (i.e. remove the link associated with the old sensor and my alarm base station) it does not work. (get the message - “we had problems communicating with the device” - the device is broken).

Because the device is still linked to the base station i need to override every time I set the alarm. I have tried to remove via app on my phone as well as via web page, but no success. ]

Can anyone help? thanks

Hi @user43953. Try to remove the Sensor by selecting “Remove Failed Device”. To do so, follow these steps:

  • Open up the Ring app and tap the menu button (three lines in the upper left corner).
  • Select Devices and then Alarm Base Station.
  • Find the Sensor you are trying to remove and select it.
  • Tap Device Settings
  • Select Advanced Options
  • Select “Remove Failed Device” and then “Remove.”

I hope this helps.

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