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Cannot change Chime ringtone

SOLVED
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New Neighbor

Re: Chime Will not Update Sound

I have the exact same problem.   And I do have a solid wifi connection.   Okay ring, what is the next excuse?

 

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Community Manager

Re: Chime Will not Update Sound

Hey neighbors! We did have a previous concern with the Chime tones not updating as they should, which was later resolved, but has since re-opened for some neighbors still having this concern. If you are still experiencing this error, rest assured that I can get this information escalated and looked into further. Before having this looked into further, please try the follow to update your Chime tone: 

  • Please ensure you have the most up-to-date app version, as well as OS version for the phone you are making the update from. Ensure you have no VPN turned on, and try to us only mobile data instead of wifi, or vice versa, if you find an error message when trying this the first time. Switching your connections may help avoid this error. 
  • If you get an error message when updating your tone in the app, please force close your Ring app, wait a few seconds, and then open it again. Upon re-opening, navigate back to attempt to make this change. Before trying to make the change, see if the tone has already been updated to what you previously choose, and share your results here if this was the case. 
  • When updating the Chime tone, please make sure you wait a few seconds to update the Chime tone if you have recently adjusted the volume. It's possible that if you ask the app to constantly change to different tones and volumes that it could cause an error message within the app. 
  • In the event that you find no relief and are unable to update the tone still, please reply with your type of phone, what OS your phone is on, app version of the Ring app you're using, and a screen recording of the error message appearing every time you go to change the tone. This information is very important for us to escalate up to the appropriate teams for further review. 

When it comes to uploading the screen recording, you may find you cannot attach an MP4 to your reply. Please "compress" the file into a ZIP file, and then attach the ZIP file here. Alternatively, you can upload the video elsewhere, and provide a link here. Let me know neighbors, the more detail the better, as I'm happy to look into this more for you! Smiley Happy 

 

For now, I have accepted this post as a solution. This is a helpful way for other neighbors that come into this thread to try these recommended troubleshooting steps. If these troubleshooting steps do not work, please share in depth information and examples as to what happens so we can pass it along to the appropriate teams. Thank you.



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View solution in original post

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New Neighbor

Re: Chime Will not Update Sound

I'm having the same problem. I am concerned that this thread started in Feb I think, but "rest assured that I can get this information escalated up and looked into further."

I cannot change the ring tone. I also cannot change volume. Both defaults are quite annoying to me.

I have tried the "accepted solution" with no change. I am dreading the call to support, as I suspect I will be required to walk through the same steps, and more, to no avail.

I'm using a Google Pixel 3, updated to Android 10. My Ring app was just downloaded today: version 3.27.1. I have attached a screenshot of the error I get.
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Community Manager

Re: Chime Will not Update Sound

Hey @muttdoc. Thank you for posting your experience and what you have done in your reply here! After checking with my teams that previously reported on this concern, it looks like it has been re-opened to look into further. I will make sure to update my accepted solution to reflect this for other neighbors that may come into this thread. While our teams are looking into this further, they expect that we should have a resolution in the coming weeks. I will, of course, make sure to keep this thread updated once this has been officially and fully resolved! Rest assured, you should not need to contact our support team at this time. 

 

What I would recommend, after looking at your screenshot, is to see if you could try changing the setting when connected to wifi? I noticed in your screenshot that it doesn't look like wifi is on, and it's possible the mobile data connection is not stable enough to save the change. This is just a hunch, and something you can try in the meanwhile to see if it helps! Thank you again for attaching your phone information though, and let me know if the same error happens when on wifi. I will pass that information onto my team that is looking to resolve this soon for us. Thank you! Smiley Happy 



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New Neighbor

Re: Chime Will not Update Sound

Thank you for the update. I look forward to the resolution.

I had toggled WiFi on and off, seeing if the app would behave differently, as suggested in the solution. It just happened to be off when I took the screenshot.

However, after reading your reply, I went back in to audio settings with WiFi on. I had not adjusted volume this time but the scale bar still showed the level near the low end where I wanted it. This time around I got a fleeting notification near the bottom of my screen saying the volume had been updated. Weird. And I tested the chime and it is indeed a lower volume!

The other difference is that now, when I select a different ringtone, it will play an example sound. It wouldn't do that before. But I still get the same error message that it can't update the ringtone. I tried again force-stopping the app, turning WiFi off, turning it back on again, but won't update.

I'm sending another screenshot of part of the sequence. With this window, I've tried to leave it there, and other times I hit Okay, but I still get the Sorry message. When the volume successfully changed, I did not see this Updating Settings notification.
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New Neighbor

Re: Chime Will not Update Sound

Same here,

 

Tried everything suggested.

Please help, the default sound is annoying.

 

Regards,

jamBo

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New Neighbor

Re: Chime Will not Update Sound

I can't update my tone, I tried both on and off wifi, and tried closing and reopening the app. I am using an iPhone XR, have software 13.6, and just downloaded the Ring app today.

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New Neighbor

Re: Chime Will not Update Sound

Same issue as others.

Tried:

android

ios

rebooting

wifi

4g

reinstalling

resetting 60 seconds.

 

Come one, this isn't rocket science, it's changing a sound on a doorbell.

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New Neighbor

Re: Chime Will not Update Sound

I am having exactly the same issue.  RING Doorbell 2 and Chime was delivered and commissioned yesterday.  Today I cannot update the Chime Movement and Motion Chimes (I just get the default tones) and the Android App simply gives the error "Sorry.  There was a problem saving your Chime tone.  Please try again".  This is with my Wi-Fi connection AND Mobile Data".  Very poor experience straight out of the box.

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New Neighbor

Re: Chime Will not Update Sound

Same problem here with Chime 2 installed yesterday 8/5/20.  Is there a solution or not ?
More than happy to return the device .

 

iOS 13.6

Ring app latest download yesterday 8/5

chime firmware "Up to Date"