Sensors Randomly Factory Reset

I’ve been a happy Ring Alarm user for a couple of years now and frankly haven’t had any issues with it. That is, until yesterday. When I opened a window that I rarely open, the sensor on that window suddenly factory reset itself, removed itself from the system and went offline. I thought it was just a fluke, so I re-added it to the system and got back to my life.

Today, the door sensor to my garage removed itself from the system and factory reset. And this is extra annoying because it’s an entry door and requires a little more thoughtful setup than just the window.

Does anyone know what’s going on? Was there any firmware updates recently or anything that might be causing this? Is it a fluke, and maybe the sensors got jiggled a little too much?

Hey @nebhead. Thanks for coming to the Community to detail this concern! For this, it sounds like your Contact Sensors will need the most up to date firmware so that they stop doing this to you. No worries, you can call our support team and they can do this for you and work with you on this to get it sorted out. 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 come back and let me know how this goes! :slight_smile:

Thanks for your response Chelsea!

Firmware updates to fix this kind of issue sounds great, however, I have gone into my device settings for these sensors and they say “Up to date” in the firmware section. Are you saying that there might be another way to update the firmware when calling support?

Thanks!

Ben.

@nebhead Exactly! Our support team should have an alternative one to provide that should fix this error, and if not, they will ensure you get a new sensor if this one cannot be fixed. Once you give them a call, they will get this sorted out for you. :slight_smile: