Window and Door Sensors Gen 1 going offline

Every RING system we have is now having issues with random sensors going offline and others showing incorrect results like unlocked when locked or open. We have 5 systems in properties all with different accounts. If you’re seeing this as well, which you are, maybe bring it up here.

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Sorry to hear about this, @WoKev. The Alarm devices are designed and intended to operate dependably with the Base Station via Z-wave. Sensor and Base Station placement is a key factor in ensuring for efficient connection. As you mentioned having concerns with multiple locations, the best step will be to check the distance between the Sensors in question and the Base Station. Taking the Sensors down and placing near the Base Station is a great way to test connection and open/ close communication.

Although the Base Station uses zwave to connect to the other Alarm devices, an efficient connection to your home network will ensure for accurate communication with your app. For any locations using wifi connection, try out ethernet connection to see if this improves operation.

If this concern persists, and as you have Alarm security systems at multiple locations, our support team is always happy to dive deep into any neighbor concern. Our support team can be reached 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 let us know how this goes! :slight_smile:

We haven’t changed anything in any of the sites. You upgraded firmware and everything broke everywhere. I’ve already spent hours on the phone with your engineers. Let’s not try to push the blame my direction.

I am having this same issue. Not all of them, but two. I’ve replaced the batteries, removed and traded to the network. Total pain. Do I need to buy new devices?

Hi @Jebtolston. Would you mind reaching out to our support team regarding this concern? Since you have done some troubleshooting and you’re still experiencing concerns with your devices, I would suggest contacting our support team so they can take a deeper look for you. 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.