cancel
Showing results for 
Search instead for 
Did you mean: 

Keypad Freezing

Highlighted
New Neighbor III

Keypad Freezing

User-to-Ring tips:

Fix the problem that causes the keypad to freeze after a couple weeks on power so we don't have to recharge it, from the base station or otherwise. After all, they're designed to be powered all the time. Else why have the wiring channel on the back, and even the new style mounting bracket from just the last 90 days that has a hole in the middle to feed the power cable into a junction box or through the wall (like when replacing an existing security system)?

It is quite ridiculous that this has been a well known issue since the Alarm launch LAST YEAR and it's still not resolved. Having a core component of the system become randomly useless if you use it—as designed—is not OK for a few days, let alone nearly a year. I know Ring is new to the security scene, but this is completely unacceptable.

If it's a hardware problem, rather than software as the current story line goes, it's time to stop sending the defective devices out and replace everyone's with a new hardware version. The longer you let this go on with no resolution, the more it's going to cost you to fix if it's something that can't be done in software.

Oh, and it's also not OK that the support agents are now being told to falsely tell users with this problem that the keypad isn't designed to be constantly powered and was never meant to be used that way. Lies like that are just making this worse.

Fix the software, or start shipping a new hardware version, that doesn't have the problem, to everyone who has the defective ones.

I'm tired of having to use smart plugs and other crude workarounds to keep them charged in permanent installs (like alarms are supposed to be). It makes me look like an idiōt when I have to explain why their keypad stopped working and what I have to do to fix it. And also explaining to my family why our own keypad does the same thing.

Thanks!

24 REPLIES 24
Highlighted
New Neighbor II

Re: Device Tips: Charging Keypad Through Base Station USB Port


@abqnm wrote:
User-to-Ring tips:

Fix the problem that causes the keypad to freeze after a couple weeks on power so we don't have to recharge it, from the base station or otherwise. After all, they're designed to be powered all the time. Else why have the wiring channel on the back, and even the new style mounting bracket from just the last 90 days that has a hole in the middle to feed the power cable into a junction box or through the wall (like when replacing an existing security system)?

It is quite ridiculous that this has been a well known issue since the Alarm launch LAST YEAR and it's still not resolved. Having a core component of the system become randomly useless if you use it—as designed—is not OK for a few days, let alone nearly a year. I know Ring is new to the security scene, but this is completely unacceptable.

If it's a hardware problem, rather than software as the current story line goes, it's time to stop sending the defective devices out and replace everyone's with a new hardware version. The longer you let this go on with no resolution, the more it's going to cost you to fix if it's something that can't be done in software.

Oh, and it's also not OK that the support agents are now being told to falsely tell users with this problem that the keypad isn't designed to be constantly powered and was never meant to be used that way. Lies like that are just making this worse.

Fix the software, or start shipping a new hardware version, that doesn't have the problem, to everyone who has the defective ones.

I'm tired of having to use smart plugs and other crude workarounds to keep them charged in permanent installs (like alarms are supposed to be). It makes me look like an idiōt when I have to explain why their keypad stopped working and what I have to do to fix it. And also explaining to my family why our own keypad does the same thing.

Thanks!

You sir, deserve an award for this post.

As expensive as this system is, we shouldn’t be forced to practically beg for basics like this.

Highlighted
Community Manager

Re: Keypad Freezing

Hello @abqnm  and @TechGuy42 , we really do appreciate this statement and feedback. It is important to the entire team here. We have provided your statement to the team and will keep you updated within this thread. We have moved this conversation to its own thread and updated the title so that other neighbors may find it easier to share their feedback. Be on the look out for communication coming soon regarding this item. 

Highlighted
New Neighbor III

Re: Keypad Freezing

Thanks for the reply. This is really a priority issue, and it's quite unfortunate that it's been 10 months without any resolution. One would think that even if it took 4 months for it to become apparent it was a real, widespread issue, 6 months would be plenty of time to update the keypad firmware to fix this. After all, Z-wave Smart is supposed to make this update process easy for the base.

With this much time passing, it really makes it seem llke a hardware fault and a firmware update isn't going to do it. If it were, I think we would have seen a solution by now. Should I email Jamîė to encourage this a priority? Because it's really frustrating and embarrassing to continue to face this, system after system, user after user.

And while I appreciate the new integration work (like with Alexa), the keypad issue is a huge problem that should be taking priority over integration.

Thank you again for your time, and I look forward to status updates here, and recommendation on whether or not I should also attempt to try top-down as well and email Jamîė to try to gain traction on this issue that has persisted since launch. I love this system, but the keypads are driving me mad!

And please don't take any of that as a personal issue in any way. I know you're doing your best to help, but I'm just trying to ascertain the best way to get this resolved once and for all, hopefully before we hit the 12 month mark, if possible.

Thank you again. Cheers!

PS: the pre-moderation is pretty insane here. Even Jamîė's name is a "bad word." And any competitor name. And so many other basic words. Please roll this back some. It's annoying to have to re-format the message after being told I used a "bad word" by merely mentioning the name of the founder of the company, by first name only! How insane is that? Having to use a foreign character to merely use the name Jamîė is over the top. Moderation is one thing if it's excessive, but use reporting. Don't just block a massive list of words en-masse.
Highlighted
Community Manager

Re: Keypad Freezing

@abqnm , we really do appreciate this feedback and understand your experience has been frustrating. Regarding the filters, we will do an evaluation of them currently.

Highlighted
New Neighbor III

Re: Keypad Freezing

Not sure if this will work but I'm trying... @Riley_Ring thank you again. And yes, the filters are way over the top. I don't think I've posted once here that I haven't had to revise due to some innocuous word getting flagged as a "bad word." Also, I know this isn't entirely the right forum for it, but I'll post this in the community section too, but maybe can we get a primer on what formatting can be used and how to tag users? I tried tagging you just by the @ method as it appears when you tagged me, so we'll see if it works. But knowing what the forum uses for formatting (markdown? html? bbcode? something custom?) would help. I've seen some formatting by the _Ring users such as yourself, so I know there's a way, it's just not explained.

Thanks again.
Highlighted
New Neighbor III

Re: Keypad Freezing

Well, I guess that didn't work for tagging. So yeah, a primer on how to use formatting and tagging would be useful. Going to suggest that in the community forum now. Thanks!
Highlighted
New Neighbor II

Re: Keypad Freezing


@abqnm wrote:
PS: the pre-moderation is pretty insane here. Even Jamîė's name is a "bad word." And any competitor name. And so many other basic words. Please roll this back some. It's annoying to have to re-format the message after being told I used a "bad word" by merely mentioning the name of the founder of the company, by first name only! How insane is that? Having to use a foreign character to merely use the name Jamîė is over the top. Moderation is one thing if it's excessive, but use reporting. Don't just block a massive list of words en-masse.

+1 on the pre-moderation point

+1 keypad freezing issue 

 

i was forced to ridiculously reword a post because of the word “w@ste” when referring to the fully charged battery led being constantly on being a w@ste of energy 

Highlighted
Community Manager

Re: Keypad Freezing

Thanks, neighbors for this feedback. Upon taking a look at some of the 'banned' words, I agree they may have been a bit strict. As our first forum though, better safe than sorry Smiley Happy I went ahead and made some adjustments. We'll continue to monitor and make adjustments accordingly. 

 

As far as the keypad goes, be on the lookout for communication coming from the team very soon. As always, thank you for your patience! 

Got a question? The Community is full of answers! Use our Search bar at the top for quick results.
Highlighted
New Neighbor III

Re: Keypad Freezing


@Jennifer_Ring wrote:

Thanks, neighbors for this feedback. Upon taking a look at some of the 'banned' words, I agree they may have been a bit strict. As our first forum though, better safe than sorry Smiley Happy I went ahead and made some adjustments. We'll continue to monitor and make adjustments accordingly. 

 

As far as the keypad goes, be on the lookout for communication coming from the team very soon. As always, thank you for your patience! 


Thanks again. I guess I missed this reply. Still can't use the tagging on mobile, but I know you see all the threads anyway. I totally understand about the new forum issue, being that it's not officially official yet, and I assume managed by just a few of you at the moment. That's also why I haven't shared this site with anyone, since I stumbled upon it by accident, and there's no links to it on the main site yet. 

 

Either way, thanks again, and I'm hoping for lots of big things in the next couple months. There's a lot of "coming soon" features floating around that are anxiously anticipated. But I do hope the basic keypad functionality is fixed soon. Beyond that, I'm just happy as new features and Integrations arrive. The alarm base dimming was a big one, and I'm so happy about that. 

 

Take care and I'm subscribed to the rss for the key communities, so I should see any announcements, though when an update on the keypad is available, it would be great to see it posted here too, and I can mark with a "solution."