Why Is Support So Useless??

[JohnFromKentuck]

We've installed several wired floodlights and wireless door bells.  We love them and the functionality.  A few months ago, one of our floodlights started turning on all the time, even without motion.  You can turn it off in the app, but a short bit later it turns back on.  We attempted a support case.  They had us go through understandable normal troubleshooting steps (most of which we had already tried on our own before contacting support, but we did them again anyway).  They are now wanting video of the light turning on a random.  How does one sit outside overnight waiting for it to do this, and then not being seen as motion yourself while trying to do this??  The unit itself doesn't have video of it turning on its own light, because again, it doesn't see motion.  I guess we are now forced to throw it away and buy a new one.  We'd switch to something different, but we now have an invested setup which we do like.  So frustrating.  Everything is well within warranty but I guess we are just out the cost of a floodlight.  Beyond ticked.

[jguerdat]

@JamesC , @ShayneS , @BrookeN may be able to kickstart an RMA for you.

[StephenB]

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@JohnFromKentuck wrote:

 A few months ago, one of our floodlights started turning on all the time, even without motion.  You can turn it off in the app, but a short bit later it turns back on. 

Like @jguerdat, I suspect failing hardware.

Though there is one thing you could try - swap the camera with one of the other floodlights, and see if the problem moves (or not).  That is a PITA with the wired floods, but if practical would bolster your case that it is in fact failed hardware. 

[BrookeN]

@JohnFromKentuck I would be more than happy to help you. Can you please dm me a callback number as well as a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[JohnFromKentuck]

Thanks, BrookeN.  I do not have a "envelope" icon.  I've went through all of the settings and do not see one that indicates "Private Messenger".   I'm sure I'm doing something wrong on my end.  I see all my settings, but that just isn't one of them I'm finding.

[StephenB]

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@JohnFromKentuck wrote:

  I do not have a "envelope" icon. 

It should be here:

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@JohnFromKentuck wrote:

I've went through all of the settings and do not see one that indicates "Private Messenger".   

That should be here:

It is possible that the feature requires a higher post count before it shows up.

[BrookeN]

@JohnFromKentuck thank you for providing that information. I have reached out to support, someone will get a hold of you soon.