Responses (3)

• T

  Tom_Ring

  HI @king0. If your Base Station is not automatically reconnecting to wifi, a reboot of the Base Station is required. Unfortunately, this does require you to be physically by the Base Station. Keep in mind, that even though your Base Station is on Cellular Backup, it still remains functional and will sound if a sensor is tripped. I suggest reaching out to our support team for the next best steps. Please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support.

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  28-07-2021 06:53:34

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• K

  king0

  Thanks, Tom. I rebooted the base station as instructed, and was able to reconnect the alarm to wifi. Now it's one week later, and the same thing has happened once again -- stuck on cellular backup. Of course, I am away again and won't be back until next weekend. I called Ring support, but they apparently can't help me unless I'm there. She said Ring is monitoring the system via cellular backup, but the siren will not go off if a sensor is tripped. Also, she said I can't turn the alarm on or off on cellular backup. Is this a system-wide bug or do I just have a defective unit? I can't keep doing this on a weekly basis.

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  10-08-2021 01:29:45

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  B

  Brad

  You should be able to turn on/off the alarm when on cellular backup . . . "When your internet goes down, your Ring Alarm will automatically switch over to cellular backup. You may have limited app functionality while your Base Station is on cellular backup, but you can still arm and disarm your Ring Alarm. If you have professional monitoring, cellular backup will ensure the signal get out." I would guess the problem is your wifi access point is dropping the base station. For an unattended house I would consider using an ethernet connection. That is what I use to remove the potential wifi point of failure.

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  10-08-2021 04:05:43

• K

  king0

  I'm replying to my own thread so I'll know what to do if/when this happens again -- Stick a pencil in the reset hole, quick press and release will do the trick. Base station should reconnect to wifi. Don't hold the reset button or you'll have to reconfigure the entire thing (don't ask me how I know ...)

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  12-08-2021 08:39:50

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  C

  Caitlyn_Ring

  Hi @king0. I'm glad you were able to find a resolution for your concern! The process you're describing does sound like a basic reset on the Base Station, and you are correct that you do NOT want to hold down the reset button. I do always recommend reaching out to our support team for troubleshooting steps like this just to ensure nothing gets fully reset and has to be reconfigured. :)

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  12-08-2021 11:27:57

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  king0

  Thanks, Caitlyn. Based on my searches of this forum and the internet, I see that this is a common problem with the Ring alarm system. Has Ring ever devised a remote fix for this issue? I.e., one that does not entail a physical push of the button? I ask because if this continues to be a problem for me, I'll probably end up returning my system as this is a vacation home and I'm not there on a daily basis to physically reset the system. Thanks!

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  13-08-2021 03:48:26

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  Caitlyn_Ring

  @king0 There isn't a way to remotely reset the Base Station, and the reset is only done as a troubleshooting step. As long as the wifi is connected without issue, there shouldn't be any need to reset the Base Station. Typically, even if the wifi has a minor outage and the Base Station loses that connection temporarily, it should pick back up once the wifi is up and running again. If you have this concern happen often, that's when I'd recommend touching base with our support team so they can investigate this further. :)

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  13-08-2021 08:30:55