Ring Security Cameras
Stick up camera MAC address changed recently
Hello all, Hoping to get the attention of some Ring technical support. I have already spoken to someone on the phone but they were not very technical or helpful. Hardware: Stick up Cam Elite 2nd gen powered with POE I have a Stickup Cam which seems to have changed its MAC address. I know this because when it was first installed, I created a DHCP reservation for the MAC which is printed on the camera sticker. This was to make sure it always gets the same ip address after rebooting and has been working flawlessly for years. This morning I noticed that camera has a different IP address. Digger further and using arp command, I was able to see the camera is now on my network with a different MAC and thus not the reserved IP address I configured years ago. I am not sure when this began but I do have another stickup camera(same model) which I purposefully took offline weeks ago for relocation. When I power it up it reports an older firmware version but works as expected(original mac address and DHCP reservation) Problem Camera: firmware version: 11.0.24 Working Camera: firmware version: 10.0.18 It's almost as if Ring updated the new firmware to include a privatized mac address feature like on many phones these days. Here are a few other community forum threads mentioning similar issues. https://community.ring.com/t/new-firmware-rolling-out-that-breaks-ethernet-connectivity/169969/2 https://community.ring.com/t/ring-stick-up-cam-wired-poe-changing-mac-address/168734 https://community.ring.com/t/ring-doorbell-elite-outage-this-morning/169767/3 Edit: adding a Reddit post describing the exact same problem. https://www.reddit.com/r/Ring/comments/z1uyq7/ring_stickup_elite_uses_random_mac_address/
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06-12-2022 05:13:21
Responses (10)
- K
@Caitlyn_Ring , thank you so much for responding. The whole reason I joined this group was because I called the support team at that number and they were not helpful at all. In fact, one of their solutions was to call my ISP and have them remove the invalid MAC from my network :crazy_face: Needless to say, I terminated my call with them and began searching for help elsewhere. Is there any release notes for Rings firmware upgrades?
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09-12-2022 07:21:03
- D
Hi @Caitlin_Ring! Thanks for acknowledging the issue here and on Reddit! I’m glad the rollout of buggy firmware version 11.0.24 has been suspended (at least from Ethernet devices). Do you happen to have an ETA for when a fixed firmware build will begin rolling out to impacted devices (Ethernet devices currently on 11.0.24)? Thanks!
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08-12-2022 12:10:38
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CHi @dbeiter. I replied to your comment in the [other thread](https://community.ring.com/t/new-firmware-rolling-out-that-breaks-ethernet-connectivity/169969/7), letting you know we don't receive an exact ETA or timeframe for new firmware or Ring app updates. The general recommendation is always to keep your Ring app updated and to keep an eye out for firmware updates on your devices themselves. When we have any information to share, we'll do so in the associated threads. :)
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08-12-2022 05:43:15
- C
Hello Ring support. I have 2 elite 2 cameras on PoE. One that was upgraded to 11.0.24 has started to randomize it's mac address. Since it is on a eero router, it is not a huge deal, but it is certainly annoying to see a device doing this. My other elite 2 camera is on 10.0.18 and is behaving. I am just adding my feedback here to let you know that this is a problem and customers do notice it.
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09-12-2022 10:15:16
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- C
@kirkgbr I'm sorry to hear you didn't have the best experience when you contacted our support team. At this time, wee don't have any release notes regarding app updates or firmware updates. Hi @chrisrose98. Thanks for sharing your feedback here. I have already let my teams know about this, and the recommendation is to reach out to our support team so they can investigate this further.
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09-12-2022 11:34:06
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- G
Hello Ring support. I have 3 stick up cameras elite on RJ45. One that was upgraded to 11.0.24 has started to randomize it’s mac address every reboot. The other 2 elite cameras are on 10.0.18 and and working well, without randomizing the mac adesses. Is it possible to downgrade to version 10.0.18?
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11-12-2022 02:58:48
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Caitlyn_Ring
Hi @kirkgbr. I've already responded in a few of the similar threads you have shared and commented on. However, I will reply with that same information here, just to ensure any neighbor with this concern can see it, since we are requesting neighbors to reach out to our support team for further investigation. The MAC address on your Ring devices shouldn't be changing like this. If your Camera is consistently falling offline or if you have a DHCP reservation, then you may need to utilize wifi or change your router security settings to allow the new MAC address via ethernet. In order to take a further look into this, can you please reach out to our support team at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). 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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06-12-2022 11:36:11
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