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Retrofit kit showing empty zone as open (#2)
I am having the same exact issue as someone posted back in XXXX here:
Retrofit kit showing empty zone as open
I have 6 active zones and zone 7 and 8 are not connected to anything.
However, Ring is reporting them as ‘Open’ and there is no way to delete them from the app.
When you open those zones in the app it says ‘Testing your connection…’ and can’t do anything with it.
I already called support about this when it happened over a year ago. Their only solution was to reset the retrofit kit and setup all the zones all over again. So that “fixed” the issue for a little bit then it happened again. I am not going to reset the retrofit kit each time this happens. This is clearly a bug with this product but Ring support has no solution for it.
Did anyone find a fix or a workaround besides resetting the kit or just ignoring the fact that the app keeps reporting empty zones as open?
Thanks
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01-05-2024 16:27:41
Responses (2)
- U
Thank you for this post. It allowed me to quickly identify what was happening with my system and describe it to an advanced technical support representative. While I had to navigate through the online chat bot, AI agent, and initial technical support agent for approximately 20 minutes, I was able to succinctly describe the situation and get escalated to the advanced technical support representative. She was able to quickly take me through a few steps in the App and perform a system restart to verify it was a similar issue (i.e., sensors wired in zones 1, 2, 3; "ghost"/open zones 4, 5, 6; and normal "available" zones 7, 8). The agent sent me a replacement wired retrofit alarm kit and I am returning the problematic unit to Ring. The agent was knowledgeable, professional, and dedicated to resolving this issue. I understand that any electronic device can malfunction and I appreciate Ring's commitment to me as a customer and desire to offer a unique product like this one. I am confident that Ring will continue to support customers like me with this particular device. I specifically chose Ring for my home monitoring needs because of the availability of this device.
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05-02-2026 14:53:04
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Justin_Ring
Hi @JetRocket11. In the Community, we can offer basic troubleshooting steps for certain concerns. Since you mentioned you worked with our support team on this before, you most likely have already taken the basic steps I would have offered. The next best step is to continue working with our support team on this for them to look into this more in depth than can be done here.
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02-05-2024 22:14:09
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