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New device not showing up in shared devices

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New Neighbor

New device not showing up in shared devices

I have just installed a wired camera and want to share it with my wife. However, the device is not showing up in the list. My other device is showing up.
Any thoughts what to do
Thanks Nico
1 ACCEPTED SOLUTION

Accepted Solutions
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New Neighbor

Re: New device not showing up in shared devices

I had to remove my new device from the Light Group it was in for it to become available in the shared users screen.  Tap on Device Settings | General Settings | Light Group and make sure "No Group Assigned" is selected.  As soon as I did this, the Flood Light Cam was listed in Shared Users

View solution in original post

16 REPLIES 16
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Anonymous
Not applicable

Re: New device not showing up in shared devices

I have the same issue. have not received a fix yet, but will post if I ever do get an answer.

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Community Moderator

Re: New device not showing up in shared devices

Hey neighbors! The first best step is to ensure both apps are updated on both your own and the shared users' mobile devices. Try also uninstalling and reinstalling the application to see if this improves functionality.  If a device is still not allowing for a shared user to be added, please check to see if the camera in question is linked to other devices or part of a group of any sort in the app. I hope this helps! Smiley Happy 



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New Neighbor

Re: New device not showing up in shared devices

I have spent over 6+ hours with Ring tech support on this issue. And I went as far as sending multiple screenshots from mutile devices (iOS and Android) after many.... many uninstalls... restarts and reinstalls.... there was ONE guy that acknowledged the issue. But even then, nothing happened afterwards. Called back a week later, spent yet another half-hour with a lady that felt extremely dismissive only to learn that the “escalated” support ticket didn’t progress.

The support team could be more incompetent... and with their security breaches, adding two-factor authentication has made the sharing users a crucial feature. So only
If the owner account gets compromised there is a problem. Well, after months of NOTHING (literally nothing. The “case/issue” numbers have gotten me nowhere with RING), sharing tour main account is probably the ONLY workaround.

This is so crappy. I invested in quite a bit with these guys. And every time I call they just want to buy more time. Product is not getting better. And if you accept that it only works sometimes... then it’s ok.

I am looking at switching out to Nest. As soon as they get a spotlight, I am not accepting this nonsense.
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New Neighbor

Re: New device not showing up in shared devices

I realized the previous post was just venting.  Details of the simolarities of the issue.

 

Device is new.  Works fine on my account. Doesn't matter whose email I choose, remove then add back or which way I access the shared deviced screen, all

other devices show execept this one.

 

I tried adding yet another device (compact stickup cam) and it shows up fine as a sharable device.

 

Except for this one.  Tried renaming, resetting.  It seems to be something sbout this device.  If I didn't know any better, I'd say it's a refurbished device that still belongs to another user somehow.

 

At any rate, Ring support was a waste of time.  I am honestly looking at Nest.  Unsure if Google is going to be much better when it comes to customer and device support, but it seems that Ring is definitely not getting better.  So this is the price of admission.

 

Is anyone interested in buying some used Doorbell 2s?  

 

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New Neighbor

Re: New device not showing up in shared devices

Just bought a refurbed camera and am having the same issue - previous post may have hit on something, maybe this unit is installed on someone else's account? It works fine on my account (master) but does not appear when sharing with wife or son (but doorbell cam does and that one was new in box)

 

Frustrating

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New Neighbor

Re: New device not showing up in shared devices

I initially had this problem.  In my case, it appears that the cause was the share invitation being sent to a different e-mail address than the e-mail address that I use for my Ring account.  At first, I tried forwarding the invite e-mail to my Ring e-mail address, but that didn't work.  I then had my relative instead send a share invitation directly to my Ring e-mail address.  It worked instantly.  

 

I know how frustrating these problems can be.  Hopefully the solution that worked for me will work for you.  Good luck.

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New Neighbor

Re: New device not showing up in shared devices

I had to remove my new device from the Light Group it was in for it to become available in the shared users screen.  Tap on Device Settings | General Settings | Light Group and make sure "No Group Assigned" is selected.  As soon as I did this, the Flood Light Cam was listed in Shared Users

View solution in original post

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New Neighbor

Re: New device not showing up in shared devices

OMG... that did it...

I simply removed the grouping from the device and it's now sharable.  This is definitely a bug.  But this is an acceptable workaround.

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New Neighbor

Re: New device not showing up in shared devices

This worked!!! Thank you 😊