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Ring Pro suddenly far more sensitive

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New Neighbor

Re: Ring Pro suddenly far more sensitive


@howada1966 wrote:

FYI. I called Ring at 1-800-656-1918 and explained the situation. They very quickly were able to confirm that my door bell is amongst a batch that "are not performing to Ring standards". They are sending a replacement at no cost.  I'm happy with this solution, but it does seem odd that it suddently started having this problem after almost 2 years.  He didn't provide any specific information, but Ring seems to know about this problem. It makes me think there was some kind of security breach and they're keeping it quiet. 


So I just contacted Ring support myself but did not get the same resolution you did. The representative walked me through the same "troubleshooting" steps, had me factory reset my Ring Pro etc. She then claimed that the latest firmware update made the motion detection "more advanced" and said that the false readings were caused by heat reflections bouncing off the wall. I told her that this ring had been working flawlessly for 2 years and was never affected by any "heat reflections" before Oct. 17th. I told her I was getting false motion detections even at 9:00 PM when there was no sun out to cause such reflections and that what was setting off the motion alert was in actuality a small cat weighing around 6 lbs. I asked her how this firmware could be considered "more advanced" if it was working fine before and now after this update can be fooled into a false alert by a small stray cat with the sensitivity set at "people only". She then offered to send me a "corner kit" to remount my doorbell so that it is "pointing at the right angle". I asked her if my device was improperly mounted for the past 2 years why would I only be getting these false motion alerts just now. She could not answer my question. So an hour on the phone and all she could do was escalate it to the "next level" technical support group. So no resolution, just an hour of my time wasted, and I am supposed to get an update in 24-48 hours. Very disappointed. 

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New Neighbor

Re: Ring Pro suddenly far more sensitive

I am not able to see your solution on my smartphone. Can’t you just spell it out? I’m ready to disconnect Ring altogether.
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New Neighbor

Re: Ring Pro suddenly far more sensitive

Yes, please reach out to me via email you have on file for me. This is maddening.
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New Neighbor

Re: Ring Pro suddenly far more sensitive

This is also my problem too.  It seems there was some update or my motion detection is broken. 

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New Neighbor

Re: Ring Pro suddenly far more sensitive

yes! I have people only and it goes off as if i have it set the other way.  I have tried everything to fix it within the app

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New Neighbor

Re: Ring Pro suddenly far more sensitive

yes 

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New Neighbor II

Re: Ring Pro suddenly far more sensitive


@Kaimos wrote:

@howada1966 wrote:

FYI. I called Ring at 1-800-656-1918 and explained the situation. They very quickly were able to confirm that my door bell is amongst a batch that "are not performing to Ring standards". They are sending a replacement at no cost.  I'm happy with this solution, but it does seem odd that it suddently started having this problem after almost 2 years.  He didn't provide any specific information, but Ring seems to know about this problem. It makes me think there was some kind of security breach and they're keeping it quiet. 


So I just contacted Ring support myself but did not get the same resolution you did. The representative walked me through the same "troubleshooting" steps, had me factory reset my Ring Pro etc. She then claimed that the latest firmware update made the motion detection "more advanced" and said that the false readings were caused by heat reflections bouncing off the wall. I told her that this ring had been working flawlessly for 2 years and was never affected by any "heat reflections" before Oct. 17th. I told her I was getting false motion detections even at 9:00 PM when there was no sun out to cause such reflections and that what was setting off the motion alert was in actuality a small cat weighing around 6 lbs. I asked her how this firmware could be considered "more advanced" if it was working fine before and now after this update can be fooled into a false alert by a small stray cat with the sensitivity set at "people only". She then offered to send me a "corner kit" to remount my doorbell so that it is "pointing at the right angle". I asked her if my device was improperly mounted for the past 2 years why would I only be getting these false motion alerts just now. She could not answer my question. So an hour on the phone and all she could do was escalate it to the "next level" technical support group. So no resolution, just an hour of my time wasted, and I am supposed to get an update in 24-48 hours. Very disappointed. 


I did go to 2nd level, she reloaded my firmware from the October 15 date, but no changes. Now I'm just being asked to make my zone smaller and smaller and smaller so it doesn't trigger for ANYTHING. I wish I could post a photo of what it was - before, and what they want me to do .. which won't even catch anyone approaching the door, only when they are right up on the porch, assuming they make a step into the area where the zone has been minimized to. But in my testing, there are now many blind spots due to the ever-decreasing zone.

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New Neighbor

Re: Ring Pro suddenly far more sensitive

This was very helpful information. It sounds like they have a big problem and no clue how to resolve it. I really think I can live without Ring. It is more of an annoyance than a helpful tool at this time. I will call the number you posted. Thanks so much!
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New Neighbor

Re: Ring Pro suddenly far more sensitive

I have this same problem.  It is too sensitive now and sending dozens of more alerts per day.

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Community Manager

Re: Ring Pro suddenly far more sensitive

Thank you for these examples and sharing your feedback, neighbors. In our efforts to better our motion detection performance, we rolled out an improvement to our powered devices designed to make your motion detection more accurate. With this improvement, you may have noticed an increase of motion alerts. Don't worry- simple adjustments will help get you the notifications that matter! Although our cameras are not as accurate in detecting motion as the human eye, improvements like this will certainly help lower the number of false alerts. 

 

If you're receiving too many alerts, follow these helpful tips: 

 

-Ensure that the sensitivity slider is set to 'People Only' 

-Create one zone that covers the area you'd like to be notified about. No need to draw a zone over the entire screen or multiple zones that lay on top of another. Just include the area of land for which you wish to receive notifications.

 

Have a nearby tree that alerts you of motion too often? Go ahead and exclude the tree from your motion zones. This will greatly improve the number of recurring motion alerts you receive from this one area. 

 

Keep in mind, it may take testing out a few different zones (even blocking out zones) to find the best ones for you and your home. If you require further assistance, feel free to share a photo of how you have your motion zones. We would love to help! 

Got a question? The Community is full of answers! Use our Search bar at the top for quick results.
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