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Cannot delete device from group, and then delete group

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New Neighbor

Cannot delete device from group, and then delete group

My floodlight cam lights are in a light group, which I want to delete (as it used ot be, I never used to have them ina. group).

 

So I go to 'Delete group' and I see this:

 

This group still contains devices. Please move all devices to another group before deleting.

 

That's fine, so I go to Edit Group, and then uncheck the light. It asks me Where are you moving this device? I select Remove from group. And then press Save. Says Group updates saved, and returns to the previous screen.

 

But nothing has changed, the group is still there, if I go to edit the group again, the device is checked back ON.

 

So I'm stuck in a cycle bug where I cannot remove my device froma group, so I can delete the group.

Why isn't this doing what it's supposed to do?

 

Further more, when are Ring going to actually put their staff back on support chat? Surely they're not allowed to completely remove all their support staff when they don't need to? It makes no sense why there's no chat agents anymore. They can work from home.

16 REPLIES 16
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New Neighbor

Re: Cannot delete device from group, and then delete group

I'm also having this issue.  I'm attempting to share my Floodlight camera and can not do so because it is grouped.

 

 

Please advise.  Ring Support this is a bug.

 

 

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Community Manager

Re: Cannot delete device from group, and then delete group

Hey neighbors! If you are unable to remove the old light group, my teams have suggested a work around that may work out for us if you could give it a try. Please create a new light group and move all of the devices over to this new light group. Once all devices are moved to the new light group, try to delete the old light group. Then, if you can delete the old light group, remove the devices from the new light group and ensure you can now delete the new light group, once all the devices are removed. Let me know if this works for you! 

 

In addition, my apologizes for the lack of support that is available at this time. We're taking additional steps to protect our team and help reduce the spread of COVID-19. This has resulted in longer than normal wait times. From the longer than normal wait times on the phones, we have had our chat team take phone calls at this time. Please read our response to COVID-19 here to see how to contact support if you need to get in contact when them directly, or if my work around does not show to work for you! 



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New Neighbor

Re: Cannot delete device from group, and then delete group

No, this does not work as whatever the group is that contains the device, the device can not be deleted from it.

It can be moved to another group, but cannot be deleted.

What your steps end up with is the device in a group with a different name.
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New Neighbor

Re: Cannot delete device from group, and then delete group

Had the same issue and the workaround suggested here did not work so I called support. They had me run the camera through setup again and when it was back up in the app it was out of the light group and the light group was gone. Note they did not ask me to "Remove this Device" from the app as that would have deleted all of the video history.

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New Neighbor

Re: Cannot delete device from group, and then delete group

Just tried this and it works. I put the Spotlight Cam in setup mode, went through the steps in the app to “add” it again (with the same name), and it was removed from the group.
It retained all settings and cloud data.
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New Neighbor

Re: Cannot delete device from group, and then delete group

No, this doesn't work. According to Ring, grouped devices cannot be shared, but it doesn't allow to remove the device (wired floodlight in my case) from the group without moving it to another group. It cannot even be installed unless assigned to the group.
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New Neighbor

Re: Cannot delete device from group, and then delete group

This is fine, except that three of my cameras are up on the eaves meaning a climb to hit the setup button. 

No reason this shouldn't be a software fix, and no reason we shouldn't be able to share groups. 

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New Neighbor

Re: Cannot delete device from group, and then delete group

I just bought the ring floodlight to use in an apartment I own, thinking I could invite tenants to control the light.  To my disappointment, this bug is preventing that.  If I didn't already install it off the third-floor attic, I would return it.  I still might.  If anyone finds a workaround please post it here.

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New Neighbor

Re: Cannot delete device from group, and then delete group

I have the same issue... had to borrow a ladder to install which is now returned so cannot re set up...please fix the bug....