_ Edit as of 6/2/2020: This issue should new be fixed. _
_ Edit as of 5/15/2020: Thanks for your continued input here. Please know that our teams are continuing to investigate this. We make sure to continue forwarding all user experiences over to the team and of course will provide any updates we get as they come in. _
I wanted to share a couple potential solutions for the time being. If you have a Stick Up Cam Plug-In (3rd Generation) and see a battery percentage of 0% or critically low battery in the app, try inserting a battery to eliminate this error message. Please note that inserting a battery may not get rid of this error message and results vary, but we are continuing to work toward a more permanent solution_ . _
_ If you notice loss of your device’s functionality at any time, please reach out directly to our support team here. They can take an in-depth look into your device and assist with getting it back up and running. Thank you again for your patience during this time, neighbors. _
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Hey neighbors! Once again, I want to thank you for your continued feedback and patience with this matter. As stated before, our team is investigating these concerns still and we will continue to share these observations with them. We appreciate any and all image examples of this and details on your experience, as this is helpful information to pass onto our reporting team that is investigating this matter.
Additionally, we recommend confirming the following to ensure there are not any other factors affecting your Stick Up Cam Plug-in operation:
- Confirm the device your have is the Stick Up Cam Plug-In, and that the battery is not installed in the device. If you have a battery operated Stick Up Cam, please create a new thread on your concern.
- Next, ensure the power source field says power outlet or electrical socket.
- Try removing the battery from the Stick Up Cam Plug-In, leaving it out for a minute or two, and then inserting the battery again. While this is a Plug-In device, you can twist the bottom of the compartment to remove and re-insert the battery if applicable.
- Check wifi signal strength to your Camera via the RSSI in your device health.
- Test live view and other features to ensure the Camera is online and operating as intended despite seeing this message.
We will be sure to keep the Community updated with any information we receive, as soon as it is received. If your Stick Up Cam Plug-in is exhibiting different behavior that what is outlined above, there may be additional troubleshooting steps to perform such as wifi connection, or Ring app/ mobile device performance. We recommend to create another thread away from this concern if this is the case to avoid confusion for other neighbors in this thread with a Stick Up Cam Plug-in that is operational otherwise, but just having this error in-app.
For support, please know that our support team is very limited now due to COVID-19. Depending on your region, we no longer have email and chat support. Therefore, for immediate support on your devices or for a concern that doesn’t fit the bill as described here, there may be a wait time to get in top with a representative. Please note that if you are having this concern, you can follow this thread, and know that when we provide an update, it should be fixed at that time we tell you it is. Therefore, there’s no need to reach out to our support and we will provide the updates as we have them. Calling support will verify that you are in this boat with other neighbors, but they will only be able to provide the same update.
For now, I have accepted this post as a solution. While we are aware of this concern and as the team continues to investigate, 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. We appreciate your patience and will continue to update this thread with more information. Thank you.