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Motion Zones no longer visible in app

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New Neighbor

Motion Zones no longer visible in app

While updating my motion zone on my ring doorbell, something happened that caused the zone to disappear. I didn't notice it in the past when this happened, but this was my third zone. The result, the app says I have 3 zones in use, I don't see any of them, and thus am not able to delete or update an existing zone. Worse, I can't add another zone, and thus my doorbell is useless as there are no motion zones (I can now walk right in front of the doorbell and there is no capture, no alert, nothing). 

 

I was on with support/chat for a few hours last night trying to get this resolved (the first one ended our chat while I was following her request, so had to start over with a new rep...grr).  I confirmed this issue exists on both iPhone and Android (we have both in our family), I have uninstalled the app and reinstalled, and still no zones. 

 

To add a little more info, when I try to edit the motion zones from the app, the window that appears shows the view of the doorbell camera, has a gray bar at the bottom with no visible text, but in the middle of the gray bar is a "greyed out" text box for "Add New Zone" (I found this by just tapping around). When I select it, I get an error indicating I have 3 zones in use already and I need to delete one before adding a new one. But I get no option to select an existing zone to edit/delete.

 

Anybody have any suggestions? My doorbell is useless at this point. My thought is a software app issue, but only guessing and not sure of next action.  Thanks for any help that you can provide. 

17 REPLIES 17
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New Neighbor

Re: Motion Zones no longer visible in app

We are having the same problem.  Started a few days ago and we see nothing as far as motion, only live view.  Will not let me delete motion zone anywhere in the app. Have you received assistance on this matter yet?

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New Neighbor

Re: Motion Zones no longer visible in app

We are having  this exact same issue..  so frustrating. 

Ring - PLEASE answer this concern.  It is rendering our doorbell which we just got for christmas pretty much useless.  

 

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New Neighbor

Re: Motion Zones no longer visible in app

Here are scheen shots of what we are getting. Greyed out area for adding zones. But then when we press it, it tells us we need to delete one to add a new one. I wanted to delete all and start over but there is no way to do it! App needs attantion!!  Because now it is detection NO MOTIONS at all! 

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Neighbor II

Re: Motion Zones no longer visible in app

I'd try uninstalling the app, restart your phone and the reinstall the app.
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New Neighbor III

Re: Motion Zones no longer visible in app

Do you have an Android phone? This actually happened to me yesterday. I kept tapping around and it would popup eventually. I'm pretty sure there is a bug in the UI where the bottom bar won't come up sometimes. I can't give you specifics on how to get it up since I'm not even sure what I did to make it come up.
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New Neighbor

Re: Motion Zones no longer visible in app

I ended up calling Ring the next day, and the support person was very helpful. She took the issue to another department, who in turn accessed my account and drew a new zone using their development tools. Then they indicated they did not see an issue and asked me to try again. This time, when I went into my account to edit zones, I had no zones in use and was able to create a new one. Something they did resolved the issue.

 

I then spent another 10 minutes on the phone with them and gave them all types of information to help them debug and find the root of the issue. Their tools did not see the issue, but they had all my screenshots, I gave them possible scenarios that triggered this, etc.  I have not followed up if they have found the root yet, but will as I don't want to go through this again.

 

Thus, if you are experiencing this issue, you may also have to resort to calling Ring and have them access your zones too. You could reference me as a user and they can look up all the details they have on file (there is a ton). Wish I could help more.

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New Neighbor

Re: Motion Zones no longer visible in app

Thanks! I will call.
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New Neighbor

Re: Motion Zones no longer visible in app

Yes I do have an android. I agree.. has to be a bug. I'll try again and if it doesn't work I'll have to call Ring and have them resolve. Thanks!
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New Neighbor

Re: Motion Zones no longer visible in app

I did do that several times.. no avail...
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