Original topic:

Ring app live video stays on

(Topic created: 09-18-2023 01:43 PM)
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and33
Astronaut
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Kitchen and Family Hub

Hello, I have an issue with the Ring app in SmartThings hub on my fridge. When someone rings, the app opens and shows the camera view (which is good), but never turns off (which is not good). If I don't come to the fridge and turn it off manually, it would stay for hours. Can you please help me to fix it, or update the app with a fix? Thank you.

1 Solution


Accepted Solutions
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Kitchen and Family Hub

Hi there, Thanks so much for posting about this. I can certainly understand the concern with your ring app not shutting off. Have you tried resetting the Family Hub or power cycling the refrigerator? To reset the Family Hub, you can follow the steps in the link below. To power cycle the refrigerator, there is a switch for the panel located inside at the top of the top-right door. There is a small panel you will need to push open to find the switch inside. After turning the refrigerator back on again, give it time to boot up before trying the panel again.

https://www.samsung.com/us/support/answer/ANS00087902/

However, if these steps do not resolve the issue, the unit will require service. There are a few options here we can take based on your warranty status. 
If you’re in the one-year manufacturer’s warranty, please gather together the full model and serial number of your unit, and have ready your name, street address, 2 phone numbers (Best contact, alternative number), email, and place of purchase. Provide this information to an agent, in one of the following options below:
1.) Reach out to a Moderator directly, by selecting our name and the message option. When messaging please use a link to this thread in addition to the info above.
2.) Reach out to us on Facebook or Twitter. Please provide the same info as above, as well as the link to your thread.
3.) You can also contact 1-800-726-7864, if you’d like to speak with a live agent about this situation.
4.) Last, if you wish to speak with a live agent and don’t want to call in, you can reach out to our Live Chat team. 
If you’re out of the one-year manufacturer’s warranty: 
1. You can utilize this link to locate an authorized service center in your area to obtain estimates for repairs: http://www.Samsung.com/us/support/service/location or reach out to any local repair shop.
2. The other option, would be a replacement of the unit. Samsung.com offers amazing deals on different models that may be to your liking, check out those deals here: https://www.samsung.com/us/refrigerators/

View solution in context

1 Reply
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Kitchen and Family Hub

Hi there, Thanks so much for posting about this. I can certainly understand the concern with your ring app not shutting off. Have you tried resetting the Family Hub or power cycling the refrigerator? To reset the Family Hub, you can follow the steps in the link below. To power cycle the refrigerator, there is a switch for the panel located inside at the top of the top-right door. There is a small panel you will need to push open to find the switch inside. After turning the refrigerator back on again, give it time to boot up before trying the panel again.

https://www.samsung.com/us/support/answer/ANS00087902/

However, if these steps do not resolve the issue, the unit will require service. There are a few options here we can take based on your warranty status. 
If you’re in the one-year manufacturer’s warranty, please gather together the full model and serial number of your unit, and have ready your name, street address, 2 phone numbers (Best contact, alternative number), email, and place of purchase. Provide this information to an agent, in one of the following options below:
1.) Reach out to a Moderator directly, by selecting our name and the message option. When messaging please use a link to this thread in addition to the info above.
2.) Reach out to us on Facebook or Twitter. Please provide the same info as above, as well as the link to your thread.
3.) You can also contact 1-800-726-7864, if you’d like to speak with a live agent about this situation.
4.) Last, if you wish to speak with a live agent and don’t want to call in, you can reach out to our Live Chat team. 
If you’re out of the one-year manufacturer’s warranty: 
1. You can utilize this link to locate an authorized service center in your area to obtain estimates for repairs: http://www.Samsung.com/us/support/service/location or reach out to any local repair shop.
2. The other option, would be a replacement of the unit. Samsung.com offers amazing deals on different models that may be to your liking, check out those deals here: https://www.samsung.com/us/refrigerators/