Contact Sensor 2nd Gen Draining Battery – serious issue

I have 8 door/window contact sensors 2nd gen installed in May’20. I have gone through 16 CR2032 batteries (8 replacements) in 2 months. Only 3 of the 8 are getting drained every few weeks. I have done a factory reset and re-paired them multiple times. Only 1 of the 3 is the main door, which gets used several times a day. The other 2 are on Windows that rarely get opened. Here are the primary issues I have identified:

  1. The issue started in Sep/Oct’20 when these 3 sensors in question started getting polled for battery levels multiple times a day according to event history
  2. The remaining 5 sensors do not get polled for battery level, do not have any events related to battery levels, and the batteries remain full
  3. The Event History shows erratic battery levels for the 3 sensors in question, LOW, to FULL to OK all in the same day a few hours apart (see attached screen shot). They seem to be getting polled about 10 times a day
  4. I spoke to support last week while replacing my second gen keypad for the 2nd time ( both times dead, no power). She said she had no knowledge of any issues with sensors and would have to start with “basic” troubleshooting which my sensors will pass, since they are technically “working”.

Since this is obviously an update or software related issue, Is there an option to involve 2nd or 3rd level Ring support without going through 30 minutes of basic trouble-shooting?

Hi there, @HouTX ! You’ve reached the Ring Community, a neighbor to neighbor public forum. As this is a public place and not a platform that is monitored by our support team, we can certainly offer helpful suggestions and best steps for troubleshooting, but more advanced support will certainly come from the support team.

After reading over the details you’ve listed efficiently, it certainly seems odd that batteries are fluctuating throughout the day. As you mentioned this being for 2 window and 1 main door Sensor, please ensure these areas are within the temperature controlled home, and not an external or porch like entryway/ windows. Ultimately, I’m recommending to avoid any cold areas, as these Sensors and batteries are rated for indoor use only.

Other than environmental placement, distance from the Base Station/ Range Extender is great to consider. I’m sure you’ve already checked on signal range as a potential factor, so if all is in order as far as connection with the Base Station, the next best step would be to continue the troubleshooting process with our support team.

Please give our support team a call at one of the numbers available here. 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 to see how to contact support. Feel free to let us know how this goes! :slight_smile: