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Windows 10 App Update to Version 2.3.10 Breaks Live View, RIng Doorbell Pro

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New Neighbor II

Windows 10 App Update to Version 2.3.10 Breaks Live View, RIng Doorbell Pro

I just updated the Ring app on my Windows 10 PC to version 2.3.10.  The Live View now gives an error  "Something went wrong. Pointer is not valid The error code is 0x80004003". The app worked perfectly with the prior version."  Version 2.2.20.0 of the app on a PC that has not updated the app works fine for the device, as does accessing it using the Android app.  Has anyone seen this?   

 

1 ACCEPTED SOLUTION

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New Neighbor II

Re: Windows 10 App Update to Version 2.3.10 Breaks Live View, RIng Doorbell Pro

The Windows Ring app just updated to version 2.3.3.0.  It seems to be working reliably on two of my Windows 10 devices.  

 

Can anyone confirm that this fixed the problem identified in this tread?  If so, I'll mark the solution.

 

Now if they would only reactivate the Ring all for Windows 10 Mobile I would be a very happy customer...

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38 REPLIES 38
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New Neighbor II

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro

Okay, I believe I have a workaround for the broken app version 2.3.1.0:

I tried resetting the Ring app in settings, apps, but this did not work.  So I ran the Windows Store troubleshooting process (which found no issue), reset the Ring app again, signed in, and now the live view works.

Of note is that before running the process that fixed the issue the device options in the app looked more like a security camera than a door bell -- things like siren, battery, etc. were showing.  After I ran the process the only options available are for ring alerts and motion alerts -- which is what it should be.  Also, the "Health" of the doorbell never worked before, but after fixing the live view issue I can now see the device health metrics. 

So I updated my second PC to 2.3.1.0 from the prior version 2.2.20.0.  It did not work until I ran the process described above.

Ring support was absolutely NO help.  The kept blaming my PC.  As I was able to replicate the problem on a second PC and then resolve it in the same manner, clearly there is something in the new version of the Ring app that is broken.

Any comments would be appreciated.

I am not marking this solved because RING NEEDS TO FIX THEIR WINDOWS APP!

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New Neighbor II

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro

The problem seems to recure occasionally.  Resetting the app thus far fixes is.  Sigh.

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Community Manager

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro

That is certainly not the experience we intended you to have with the update. I appreciate your resourcefulness in sharing your steps in hopes to help others. We are going to get this information over to our team right away and will invesitgate this further.

 

In the meantime, can you share with us your PC build version? Also, does this happen upon your very first login after reinstalling the application? Lastly, do any of these symptoms occur with apps like Skype or Facebook?

 

Furthermore, if you have a moment to double check the following: Select the Start button > select Settings > Privacy > Camera > and then turn on "Let apps use my camera". Just to ensure all permissions are properly saving with the app.

 

Thanks in advance, looking forward to your response!



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New Neighbor II

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro


@Marley_Ring wrote:

...

In the meantime, can you share with us your PC build version? Also, does this happen upon your very first login after reinstalling the application? Lastly, do any of these symptoms occur with apps like Skype or Facebook?

 

Furthermore, if you have a moment to double check the following: Select the Start button > select Settings > Privacy > Camera > and then turn on "Let apps use my camera". Just to ensure all permissions are properly saving with the app.

 

Thanks in advance, looking forward to your response!


The Windows 10 build is version 1903, OS build 18362.267, which is the lates available.  This does happen with first login after installing the Ring app update.  All other Windows app, including Skype and Facebook, are functioning correctly with no errors.  The privacy setting you reference is turned on, and all four Ring app permissions (location, microphone, videos and background apps) are on.

 

All of this information was given during to call to you technical support last night (8/1/2019).

New Neighbor

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro

I'm a brand new Ring customer. Just set up my first camera today. Android app works fine but the Windows app has the same problem. Dashboard shows updated stills from the camera, but Devices shows a blank gray circle, says "Battery" (when it's plugged in), has options like "Lights" and "Ring alerts" (when doesn't have lights and it's not a doorbell), and clicking any slider button or the Live View or Siren button produces a pop-up window that says "Something went wrong Smiley Sad Pointer that is not valid". It was also giving error code 0x80004003. I am also running Windows 10, version 1903 (OS Build 18362.267). I tried resetting the app, running the app troubleshooter, and resetting the app as PJLLB did but it did not work for me, except now the pop-up error message does not include an error code.

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New Neighbor

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro

Well, it's working fine now. It shows the product in the gray circle and now only has the correct sliders and the buttons all work with no error messages. So anyone else dealing with this, maybe just wait it out?

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New Neighbor II

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro


@JoEbYX wrote:

I'm a brand new Ring customer. Just set up my first camera today. Android app works fine but the Windows app has the same problem. Dashboard shows updated stills from the camera, but Devices shows a blank gray circle, says "Battery" (when it's plugged in), has options like "Lights" and "Ring alerts" (when doesn't have lights and it's not a doorbell), and clicking any slider button or the Live View or Siren button produces a pop-up window that says "Something went wrong Smiley Sad Pointer that is not valid". It was also giving error code 0x80004003. I am also running Windows 10, version 1903 (OS Build 18362.267). I tried resetting the app, running the app troubleshooter, and resetting the app as PJLLB did but it did not work for me, except now the pop-up error message does not include an error code.


Suggest you also try running the Windows Store troubleshooter in the Troubleshooting control panel.  That's the step that initially fixed the problem with the "pointer" error.  

 

You're seeing the same thing I see when the app does not work.  It's as if the app thinks I have a security camera instead of a Ring Doorbell Pro.

 

Just read you update.  I wouldn't be surprised if it breaks again for you but I hope it doesn't.  

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New Neighbor

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro

Aaaaaand you're right. It broke again. Mine seems to think my camera is a doorbell.

 

When it was working, the option to record with motion wasn't syncing with the Android app. I turned it off in the Windows app and it still recorded with motion. Quite buggy. I guess I'll just control things with Android and use Windows just to download mp4's.

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New Neighbor II

Re: Windows 10 App Update to Version 2.3.1.0 Breaks Live View, RIng Doorbell Pro

The common denominator: The app isn't correctly recognizing the device.