Level Smart Lock Shows Offline
After speaking with Ring support and confirming that my Video Doorbell Pro was compatible with the Level Bolt, I went ahead and ordered it and installed it yesterday. The Bolt works wonderfully within bluetooth range from the Level App, and I was able to go through the process in the Level App and the Ring app to link my accounts and add the lock to the Ring app. However, the smart lock shows as "offline" and is inoperable through the Ring app. Sidewalk is enabled within the Ring app/Level App/Alexa app. Both Ring support and Level support have been unable to help me after being passed back and forth, so I'm wondering if anyone here has any suggestions before I uninstall the Bolt and send it back to Ring. The smart lock is useless to me if I can't use it remotely through the Ring app.
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16-06-2021 03:39:35
Responses (14)
- E
Thanks for the information. I will try to figure it out for more. Keep sharing such informative post keep suggesting such post.
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15-07-2021 04:07:26
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- C
I am having the same two issues. It’s offline multiple Times a day and also my Husband can’t connect the locks to his ring app either. Anyone have any leads?
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16-08-2022 04:42:04
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- S
I am having the same issue, my wife can see the locks in the Level app but there is nothing in the ring app
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17-09-2022 05:16:22
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- U
@Caitlyn_Ring, @Tom_Ring So i just purchased 2 level bolts and i also have 2 doorbell pro2's. I have been having intermittent offline issues since installed 2 days ago. I have spent hours on the phone numerous times with support and they keep blaming level lock or amazon. I have also spoke to level lock twice and they assured me the issue is with ring. I have swapped both locks and still the same issue. Not sure if its a serial number issue but phone support was useless and told me the serial numbers dont matter. I was concerned because i got the pro2's when they came out. They do show up and connect but go offline and online all day long and not even together. Sometimes one will be online and the other off and vice versa. Its driving me nuts. Ive tried unlinking everything and relinking to deregistering all my echo devices and registering them again.
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09-01-2023 10:47:08
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THi @user32785. It sounds like you've covered all of the basic troubleshooting that I could offer here in the Ring Community. I suggest following up with our support team and requesting to speak with our level 2 support, since you've already called about this concern. Additionally, you can private message our team on Facebook if you prefer. Thanks, neighbor.
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10-01-2023 05:26:50
U@Tom_Ring @Caitlyn_Ring Ill send a private message cause phone support has gone nowhere but circles. I asked to speak with level 2 yesterday and got the run around.
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10-01-2023 05:34:38
U@Caitlyn_Ring @Tom_Ring So support in facebook messenger was a joke as well. They had me do everythingbi did already and after thatv4 hours going back and forth theyvare blaming the level locks and telling me i have to call them. I have done that and the guys their explained how things work. Basically the level lock only uses a bluetooth connection and it also uses that bluetooth connection to connect to the ring doorbells. If when its going offline and still keeping a rock solid bluetooth connetion to my phone as ling as im near it then the device is not dropping its connection and its an issue with the doorbells not staying connected.
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11-01-2023 09:56:44
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Caitlyn_Ring
Hi neighbors! I'd recommend making sure your Level Lock has the most up to date firmware. You can follow the steps in this Help Center Article [here](https://support.ring.com/hc/en-us/articles/360060191612-Using-Your-Level-Bolt-and-Level-Touch-in-the-Ring-App) to have your devices updated. If these concerns persist, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406) so they can take a closer look for you. If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.
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29-06-2021 09:20:55
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