Ring Pro Keeps Going Off-Line - Possibly Fixed

For the past few months my Ring Pro kept going off-line consistantly approx every 2 to 3 days at two different times. It would go off-line between 11a-1p as it faces East…OR…it would go offline like clockwork 1:20-1:30 am, thats a very short precise window frame. Wifi is fine and the transformer is fine. The offline during the day is high temp related, Ring needs to look into why its instability just because the sun is out, but I digress. The offline at 1:30am was a little puzzling due to consistency. Fumbling through the settings noticed “Color Night Vision” was turned on. Looking into it further at the examples of what it looks like on or off, theres not really much of difference so I turned it off. Knock on wood my Ring has stayed on-line for 3 weeks straight. Is there a known issue with the color night vision settings? If not, I think it might be something Ring should look into. App version 3.28.0 , doorbell firmware is up to date.

Hi @J111. Thanks for letting us know what steps you’ve tried and how they worked for you. I’m happy to hear that your Doorbell is maintaining a stable connection to the internet, and I’ll be sure to share your feedback with the appropriate team. :slight_smile:

@Caitlyn_Ring wrote:

Hi @J111. Thanks for letting us know what steps you’ve tried and how they worked for you. I’m happy to hear that your Doorbell is maintaining a stable connection to the internet, and I’ll be sure to share your feedback with the appropriate team. :slight_smile:

Did a test, turned ON color night vision last night 22:30. woke up this morning and my Ring Pro was off-line. Went off-line at 5:55 this morning. The whole time my Ring Pro was stable on-line since 8/22 with color night vision turned off. Something is definitely not right as it seems the only way to keep it on-line is to keep color night vision toggled off.

@J111 The color night vision definitely shouldn’t be impacting your Doorbell Pro’s connectivity, but our support team would be happy to take a deeper look at this. They’ll be able to look at your device and your account to see what may be causing this to happen. 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.