Sample Workflow Ring Camera Offline

Customer Request

Customer submits a request:

"My Ring Floodlight Camera is showing offline and I can't access Live View."

Step 1 – Ticket Creation

Freshdesk creates a ticket.

Status:

New

Category:

Smart Security

Provider:

Ring

Request Type:

Troubleshooting

Step 2 – In Review

Request is reviewed and categorized.

Customer Goal:

Restore camera connectivity and Live View access.

Information Provided:

• Camera offline
• Live View unavailable

Additional Information Needed:

• Camera model
• Internet provider
• Recent network changes
• Other Ring devices affected?

Customer provides:

• Ring Floodlight Cam Wired Pro
• AT&T Fiber
• New Wi-Fi password recently created
• Other Ring devices working normally

Status Changed To:

In Progress

Step 3 – Ticket Sent to GHL

Customer information is attached to the customer record.

Information Included:

• Customer profile
• Device information
• Provider information
• Ticket details

Step 4 – Additional Data Collection

Connected applications review available information.

Examples:

• Previous Ring tickets
• Existing property information
• Network-related history

Potential Finding:

Customer recently changed Wi-Fi credentials.

Step 5 – SmartHomeConcierge.ai Bot Analysis

The Bot reviews:

• Customer request
• Ring device information
• Existing network information
• Configuration Library articles

Relevant Articles Identified:

• Ring Offline Device Troubleshooting
• Ring Wi-Fi Setup
• AT&T Gateway Restart
• Wi-Fi Network Information

Step 6 – Bot Recommendations

Potential Causes:

1. Wi-Fi password changed
2. Weak signal strength
3. Router issue
4. Camera disconnected from network
5. ISP interruption

Recommended Actions:

• Verify internet connectivity
• Restart gateway
• Verify camera signal strength
• Reconnect camera to Wi-Fi
• Review Device Health in Ring app

Step 7 – Concierge Review

Recommendations are reviewed.

Configuration Library instructions are verified.

Customer-specific troubleshooting steps are prepared.

Step 8 – Customer Response

SmartHomeConcierge.ai sends:

"We reviewed your Ring camera issue. Because your Wi-Fi password was recently changed, the most likely cause is that the camera is attempting to connect using outdated network credentials. We recommend reconnecting the camera to the updated Wi-Fi network and verifying signal strength within the Ring app."

Step 9 – Resolution Identified

Finding:

Camera was still attempting to connect using the previous Wi-Fi password.

Resolution:

• Reconnected camera to Wi-Fi
• Verified internet connectivity
• Verified signal strength
• Tested Live View
• Confirmed motion notifications

Camera restored successfully.

Step 10 – Resolved

Work Completed:

• Reviewed connectivity issue
• Identified outdated Wi-Fi credentials
• Reconnected camera
• Verified operation

Status:

Resolved

SMS Sent:

"Your SmartHomeConcierge.ai Ring camera request has been completed. Please verify Live View and motion notifications are operating normally."

Step 11 – Closed

Customer confirms:

"My camera is back online and working perfectly."

Status:

Closed

Knowledge Captured

Issue:

Ring camera offline.

Root Cause:

Camera using outdated Wi-Fi credentials after password change.

Resolution:

• Verify internet connectivity
• Review Device Health
• Reconnect Wi-Fi
• Verify signal strength
• Test Live View

Freshdesk Bot Learning:

Ring Offline Camera Troubleshooting Workflow

SmartHomeConcierge.ai Bot Learning:

When a Ring camera goes offline after a network change, verify Wi-Fi credentials, signal strength, internet connectivity, and Device Health before recommending device replacement.

Final Outcome

Customer regains access to Live View, motion notifications, and recorded events while avoiding unnecessary hardware replacement and vendor escalation.