Some pathlights offline

Products Smart Lighting
#1

I’ve been trying for weeks with no luck. I have 8 pathlights. All were working fine for a few months then a few stopped connecting to bridge and now 5 are offline. Bridge is right next to pathlights and working pathlights have strong signal.
Things I’ve done:

  • I’ve reset bridge several times.
  • charged the pathlights overnight to make fully sure they were charged
  • Added and re-added offline pathlights (app will show them online and lighted but no light and then offline a minute later)
  • deleted and reinstalled the app
  • removed batteries and swapped with online pathlights

I can’t figure this out and read through all the forum posts. Not even clear how to contact support other than calling.

1 Like
#2

I have also taken all these steps several times, but to no avail. I’m able to remove the devices and set them up again, and initially it seems everything is okay. But within an hour or so they all go offline. Batteries say they are sufficiently charged. My customer service experience over the phone has been pretty dreadful. I don’t want to call again but I’m not sure I have any other options, aside from throwing them in the bin, as hard as I can, of course.

#3

Hi neighbors! I appreciate you sharing what troubleshooting steps you’ve taken so far and how they’ve worked for you. Both of you have gone through pretty much all of the basic troubleshooting steps I would have recommended for this concern. From here, it would be best to reach out to our support team so they can do more in-depth troubleshooting and actually pull up your account to take a deeper look. 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. Definitely feel free to report back in this thread on what solution they recommend or what works to resolve this for you. :slight_smile:

#4

My Solar Pathlight has experienced the same issue as the others have, I’ve even assumed it is because the battery isn’t recharging but Ring doesn’t sell the batteries individually only with the Solar Pathlight. I’m not going to purchase another solar pathlight until Ring addresses this issue, something is causing it to be knocked offline and renders it useless. I hope they have an answer soon. Its very frustrating because it was working perfectly until now.