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.
Edit: adding a Reddit post describing the exact same problem.
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. If you are outside of the US, please visit here to see how to contact support.
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!
Hi @dbeiter. I replied to your comment in the other thread, 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.
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 Needless to say, I terminated my call with them and began searching for help elsewhere.
Is there any release notes for Rings firmware upgrades?
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.
@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.
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?
Hi @Gouves. There is no way in the app to roll back the firmware on your Cameras. As mentioned in the previous comments, if you are having this concern, give our support team a call at one of the numbers available here for them to further investigate. If you are outside of the US, please visit here to see how to contact support.
I would certainly appreciate an update on this. I have six cameras (five Elite PoE) and this issue is affecting four of them that upgraded to firmware 11.0.24. The only one that works properly is running the old firmware 10.0.18. I called customer support, and they were not very helpful. They were not aware of the situation and could only say there is no ETA but that it will hopefully be resolved on the next update. They gave me a billing credit, but it doesn’t change the fact that this issue creates headaches for me with my router, and to not have an ETA is simply not acceptable. Someone needs to escalate this, or roll back the firmware (@Justin_Ring you say this isn’t possible but it absolutely should be when the update is a failure).
Ditto everything @jtsholtod said. It’s disappointing not to see better communication (ideally status.ring.com should show yellow for Elite Cams until new firmware rolls out…but at minimum customer service agents should have a heads-up, which it seems some don’t). @Justin_Ring , a service credit for paid accounts would be a nice gesture - would you mind DMing me to arrange this? Thanks!
Hi @dbeiter. You will need to follow up with our support team regarding your request. The Ring Community is a public forum, so we do not have access to any of your account details.
Needless to say, I terminated my call with them and began searching for help elsewhere.