Responses (20)

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  Chelsea_Ring

  Hey @ TW\_Ring. I appreciate your feedback on this process and I will make sure to pass this onto the appropriate team. If you are subscribed to the Ring Protect Plus Plan, you will automatically get the cellular backup feature that comes included with the plan. With cellular backup, if your WiFi is unable to connect back to the Alarm Base Station, it will instead stay in cellular backup. In cellular backup, your Base Station will still function as normal and alarm if the system is armed and tripped. To eliminate any future network lapses, you could always hardwire the Base unit with an Ethernet cable. Hope this helps for future!

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  01-01-2020 12:53:45

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  Rob_nb

  I have the same problem. The base station wasn't reconnecting after a power outage while hardwired to the modem, so I connected it to the WiFi and it still doesn't connect after power outage. Is this a common problem with the base station or is mine defective?

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  13-02-2020 11:36:55

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  Chelsea_Ring

  Hey @Rob\_nb. This is not a common problem, but I also do not believe your device is defective. Your best bet is to reach out to our support team [here](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch). You will need to make sure you are home with the device, but once you give them a call, they should be able to get the device up and running for you!

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  13-02-2020 04:09:45

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  Chillbill

  I have the same issue. I am hoping for a resolution. My initial customer support call on this issue was a waste of time. They went through a script and tried to tell me this is normal behavior. Really? It's normal behavior for an alarm system, which is designed to be accessed and used remotely, to never reconnet to the network even after power is restored? What if you are on vacation? I was planning to switch to Ring, but maybe I will just stick with ADT.

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  12-05-2020 01:59:29

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  Chillbill

  Ring customer support fixed the issue for me. I just had to repair the Alarm Base Station to my ethernet network connection. Now it works as expected following a power outage. I tested it, and it recovers to cellular backup mode, then within a few minutes re-establishes the network connection.

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  16-05-2020 01:03:09

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  RingUser

  I just had a very similar experience tonight. My Wi-Fi was acting wonky so I rebooted my network devices. A couple hours later I noticed the ring alarm was on cellular backup and not connecting to my network even though all other devices had. Since you can’t just reboot the thing I had to try more. I tried the “join” button to see if I could fix it that way and had no luck. The pair button on the base station which is part of the process was unresponsive. As a shot in the dark, I pressed the reset button one time. Near as I can tell this reboots the device. It took a minute or so and it then automatically reconnected to the network and was very happy. Ring - want to be sure you see this. The device is clearly not always reconnecting To Wi-Fi properly. It would be nice if there was a ring article instead of reddit that told me how to reboot the base station. Love my alarm. I’m sure they’ll sort it out.

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  27-05-2020 02:44:24

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  Chelsea_Ring

  Hey @RingUser. Thank you so much for sharing your experience with the Base Station and how you got it back online! While the reset button is great to press and release to do a manual reboot of your Base Station, we often try to try neighbors away from this button. This is because, in the event that you hold it down for anything more than that brief press and release, it will factory reset the Base Station, which makes you start over to stage one with all of your devices, then having to reset the individual devices and set everything back up. This is avoided by the support representative being clear with the instructions, as well as warning to what may happen if the neighbor holds it. This can be harder to put into words that we can ensure the neighbors are reading in full, but it's a great thought to keep in mind! I'll make sure to pass this onto my content team to see how they feel about implementing a troubleshooting article like this in the future! :)

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  27-05-2020 04:13:15

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  Rob_nb

  This is still occasionally a problem for me. Not every time, but often after a power outage, the base station will not reconnect to my home network. It will stay on mobile 3G or whatever it is. After a quick press of the reset button, it connects fine. I've tried connecting it through wireless and ethernet and have even put it on the DMZ of the modem with a reserved IP and no luck. Seems to be a common problem with the Ring base station.

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  27-05-2020 05:00:03

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  biztekguy

  I had a similar experience. Ironically, I set up my alarm system last night. Over 20 sensors installed and working. Today we lost commercial power. When power was restored I was able to see my live Ring doorbell video, but could not access my alarm system. When I returned home I can see a solid red ring on the alarm base station - as if the system is armed. Nothing seems to clear that. I've tried "clearing" the alarm from the base station, but a red exclamation point displays beneath the Ring logo. I've unplugged the base station, disconnected the Ethernet, pressing and holding the reset button for as long as a full minute. The red circle persists. My iPhone Ring app can't connect. What next??

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  09-11-2020 11:03:05

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  Krusha

  Rolling blackouts here in Texas due to extreme cold weather. This causes the Ring base station to resort to cellular backup. But it *never* reconnects to WiFi automatically. I have to 'reintroduce' the base station to the rest of the system manually and in person. This is less than ideal, and I see there are plenty of customers in the same situation. -please issue a fix which would cause the base station to poll the router more often. -please issue a fix which can be implemented remotely. I shouldn't have to drive to the location in order to get the system back on its feet.

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  16-02-2021 02:04:04

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  scootz603

  A week ago we lost power for several hours. These are my complaints/observations: 1. When power was restored, the Ring hub did not re-connect to WiFi. 2. I was not notified that the Hub stopped checking in/phoning home. This seems like something that a) should be automatic in the application, or b) website could send me an email so I "know" about it. 3. WiFi configuration should be saved to persistent memory that does not rely on your internal backup battery. 4. Ring app reports: *"No wifi networks found"* which is an untruthful error. My Wifi is advertising it's SSID just fine, and there's at least 4 other networks nearby, but your app is misleading the user to believe something is wrong with their WiFi router. If you typically enable alarms AFTER you leave the house, it becomes very distressing to discover you can't activate the alarm AND that I have been without coverage for at least a week. I call this a "Perfect Storm" of bugs; they combine to provide a terrible impression. I can't believe no Ring reviewers found this. **EDIT: Please do not suggest I "contact the support team". That type of suggestion (shown above to prior user) really drives home the fact that Product Management *isn't* connected to complaints on this support forum.** ( Plus, I don't actually *need* help re-initializing my Ring hub... the fact I need to do it at all **IS** my complaint. **Ring is not using persistent flash hardware or EEPROM for critical settings??** This is a common feature in even very low cost designs. Wow!)

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  20-04-2021 01:20:35

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  king0

  Did Ring ever come up with a fix for this? I'm still having to (repeatedly) manually reset my base station to reconnect to wifi after power outages ...

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  13-08-2021 03:42:54

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