Responses (2)

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  Chelsea_Ring

  Hey @PeteO. What Doorbell do you have? Do you seem to have a lot of missed motion events? Do you have an active Ring Protect Plan? How do you have your motion settings configured in your Ring app?

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  28-04-2020 12:01:35

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  Chelsea_Ring

  @PeteO Thank you for getting back to me and providing me with that information! I completely understand where you are coming from in this situation. The Ring devices were designed to give you that safety and security peace of mind so that you always know what is happening at a location that the device is looking over. I would want this working up to my expectations as well! After reviewing your device health page and the Live View screenshot, I think I may have an idea of what is happening. You said that you've configured your settings several times, but I assume at this point you have it where it's probably at the max sensitivity, yeah? If this is the case, then you can definitely leave it at the max (preferred in my opinion as well to make sure you are capturing everything at your door), but what do you have your Motion Frequency set to? When you first set up the device and as a basic set setting, the Doorbell will be put at Standard for the Frequency. This will work for most neighbors, but some neighbors have found that they may miss a motion or two from time to time. The reason for this is because on the Standard setting, after the 1st triggered event, the camera will "snooze" for about 1 minute to avoid any over active motion from being recorded. This is to help with battery life, but if you have an event right after the 1 minute snooze, the next recording will trigger, but then it will snooze for 5 minutes. This can happen again if there is still an event on-going after 5 minutes, and then it will snooze for 15 minutes. After this time, the cycle will reset with 1 minute, 5 minutes, and then 15 minutes again. If you look back into your history, you may find events around the time you were having mail delivered, or when the bin was being moved around, which would explain your situation, as your device would've been snoozed. I wanted to explain this out, as this may be exactly what happened! To avoid this, and considering your setting that the Doorbell is set up at and how you want it to work, I would recommend going into the Motion Settings and changing it from Standard to Frequent. One frequent, there is absolutely no snooze whatsoever, and if motion is still being picked up after one motion event, it will record another, and so on. Lastly, I know you said you played around with Modes, which is great that you're using a new feature! This feature is mostly just to turn the Doorbell to an active or inactive state, so no worries with that. As long as you were not Disarmed (Doorbell motion recording disabled) when the mail was delivered, then you do not need to caulk that up to why the event was not recorded. I'm happy to help with any other questions you may have on Modes as well!

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  29-04-2020 05:15:05

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  PeteO

  Hi Chelsea I can see where you are coming from with your ideas, but having changed the settings there has been no recordings overnight, until I went out this morning to check the mail box. People were passing the camera activated area all morning up till then, but no recordings! Sorry but this ring device is totally rubbish!

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  01-05-2020 08:09:04

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  Chelsea_Ring

  @PeteO I do apologize that you have been having this experience, as this is not what we want our neighbors to run into. If you could, please reach out to our support team [here](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch) for further support. They can help make sure all areas of advanced troubleshooting outside of what we have done is covered, and if we have covered all possible troubleshooting areas, they can look into getting you a new Doorbell to see if it may be a device specific concern. I know this may not be ideal considering the amount of time you have already spent on this, but please feel free to reference this thread to help speed up this process when you're in contact with them! :)

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  01-05-2020 05:39:31

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  PeteO

  It would appear the only solution is to give the doorbell a "float test" in the nearest river, it Ring doorbells are not really fit for purpose! Try contacting Ring by phone .... ring ring, that's about all you get as nobody answers ... this lockdown will probably end before they pick up the phone. And to think, we actually pay Ring and annual fee for this rubbish service!

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  03-05-2020 08:24:20

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  MrNosey

  I rue the day I purchased RIng! Totally useless! In the cold the condensation prohibits a clear view, it is always going off line. What a load of pants ring is!

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  16-01-2021 08:47:13

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