Pearl Wilson, Assistant

Welcome! How can I help with your question?

You

I spoke with teir 1 and tier 2 personnel with no answer in site and needs to be escalated to next level , tier 3 or above. I recently purchased a ring doorbell 2k, 2nd generation and after all the troubleshooting will not partner with Smartthings hub. I have 5 other Ring devices with absolutely no issues enabling them in Smrthings. Apparently there is an issue with Rings cloud handshake with Smarthings. Ineed this to go further along to the software team (cloud). If this is going to be a permanent issue I will be switching away from Ring products.

Pearl Wilson, Assistant

I understand you're having trouble connecting your Ring Doorbell 2K (2nd generation) to your SmartThings hub, even though your other Ring devices work fine with SmartThings. Thank you for sharing those details. Could you let me know which operating system or device you are using to manage your SmartThings hub (for example, iOS, Android, or a specific computer)?

You

Android

Pearl Wilson, Assistant

Thank you for letting me know you're using Android to manage your SmartThings hub. Just to confirm, what is the exact model number of your Ring Doorbell 2K (2nd generation)?

You

This is what it says on the box. 2k retinal, 2nd generation.

Pearl Wilson, Assistant

Thanks for checking the box and providing that information about your Ring Doorbell. How long have you been experiencing this issue with connecting the new device to SmartThings?

You

Since the beginning of purchase. there is a driver or cloud issue for this particular model on Rings end

Pearl Wilson, Assistant

I understand this issue has been present since you first purchased the device and you suspect it may be related to a driver or cloud compatibility problem with this Ring model. Have you received any specific error messages or codes when attempting to connect the doorbell to SmartThings?

You

No, once I unlink and relink the Ring account in ST the same 5 devices show up and not the new doorbell

Pearl Wilson, Assistant

Thank you for clarifying that no error messages appear and only your previous five devices show up after relinking. Have you noticed if the new doorbell appears and functions correctly in the Ring app itself, outside of SmartThings?

You

Yes functions perfectly in the ring app

Pearl Wilson, Assistant

Thank you for sharing the details. The Software Technician will help with your Ring Doorbell 2K not connecting. Here's what I'll tell them:

• You can't add your new Ring Doorbell 2K to SmartThings.
• You see only your five older Ring devices in SmartThings.

Is there anything else the Software Technician should know before I connect you?

You

No pretty straightforward

Pearl Wilson, Assistant

Thank you for providing the details. And, how would you like to connect with the Technician - phone call or online chat? Under the circumstances, I recommend a phone call.

You

A phone call if you think that is better.

Pearl Wilson, Assistant

OK, got it. Here's a secure form to fill in your details and pay a one-time join fee of $1 (fully refundable). While you're filling this out, I'll tell the Software Technician about your situation and then connect you two.I am not going to pay $55/ month to get an answer from 2nd party outside of Ring. I have just about had it and will switch to other manufacturer of same devices. HELLO RING ANSWER MY QUESTION IN RING.