Responses (8)

C

Caitlyn_Ring

Hi @Sparker26. Have you tried performing a full reset on your Doorbell? You can reset it by holding down the setup button for at least 20 seconds. After this, you may want to try a fresh setup in the Ring App by following the steps under Set Up a Device. This should prompt any applicable firmware updates to complete. Let me know how that works for you! :)

1

•

02-09-2020 18:11:20

•

Reply

S

Sparker26

have been in touch with customer support and they are going to replace it. Hopefully that will solve problem

1

•

03-09-2020 14:49:52

R

Ravik1

Hi, I’m having the same issue, did you manage to resolve it? What was the fix?

0

•

21-12-2020 13:44:56

M

MrR17

Did you get replacement device sent out and did it work? I’m sure my device is faulty as WiFi and power is absolutely fine.

0

•

05-03-2021 21:30:03

M

MarkC007

I am having exactly the same problem. Any solutions? Checked with BT and they have confirmed it is connecting.

0

•

06-03-2021 09:57:55

M
MrR17
I am having exact same issue with my ring doorbell pro. Everything seems to work until the dreaded firmware update kicks in and when that finishes installing my device goes offline. Done hard reset about 15 times now. I’m going round in circles. It must be a dodgy device I have :frowning: Has any one had any luck getting their device to work or did you receive a new replacement device from ring and if so did that work? I’ve had a 1st generation ring doorbell for the last 4 years and that’s worked fine so I no there is no WiFi issue. I got the ring doorbell pro as a present from my brother so am gutted I’ve gone to have it installed today along with the ring transformer that my electrician installed and after all that the ring doorbell pro is not working when I go through the setup process.
0
•
05-03-2021 21:28:39
•
Reply
S

Sarah6

Exactly the same issue!! It’s infuriating, going around in circles. Considering the usual setup of ring devices is so simple, telling people my doorbell doesn’t work is so embarrassing! 😤Does anyone have a solution yet?

1

•

06-03-2021 12:07:07

•

Reply

M

MattR6

Need help same issue. Reset the device multiple times. Each time it connect and then disconnect and won’t reconnect again

0

•

25-07-2021 21:28:47

T

Tom13006

I have the same issue. I have ring doorbell pro. It did connect for a few hours after I waited over 24 hours. But then disconnected again. Ring reported that my ring doorbell software was updated. But I guess after you do a reinstall the ring doorbell automatically tries to do a software upgrad

0

•

16-09-2021 18:03:12

M

MrR17

Hi Everyone. So update... my doorbell pro camera fingers cross is working as it should do now. I spoke with the ring team and explained everything and they agreed I had done all the correct trouble shooting. They wanted me to speak with the advance technical team who would be able to look into the issue further. The advance technical team logged into my account on their system and disabled the automatic firmware update and got me to reconnect my ring doorbell pro through the app which I have done and it’s now working correctly and not going offline as it’s not trying to install a firmware update after setup. So my advice is call the ring doorbell team and ask to speak with the technical team and explain that you need them to disable the automatic firmware update as it makes your doorbell go offline during the initial setup process.

0

•

06-03-2021 12:34:32

•

Reply

U

user_81475c

I wish I could get someone with "Support" to actually listen and provide real help. I called back (two calls tonight) and asked about disabling the update. They (could not understand the name) gave me a song & dance about the internet, they can't disable the update. I got so frustrated I hung up

0

•

05-08-2024 01:13:07

U
user8780
Hi,I have the same problem. After the device is connected it goes in to firmware update and disconnect the wifi. I called rings support but that was no help. I requested to be transferred to advance technical team to get the automatic firmware update disabled but the customer service agent refused to do so and wanted me to buy a brand new device from their website. He said they can only guarantee the devices for 1 year and the same issue can happen even with a new device. Very disappointed with the service and customer support.Did anyone find a way to disable automatic firmware update without the customer service help? Please let me knowThanks
0
•
10-04-2022 21:07:51
•
Reply