Responses (3)

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  Chelsea_Ring

  Hey @Jbajr. Is the Chime showing as offline in the Ring app? I have a Chime Pro (should be the same for Chime after double checking and as you stated in your steps) that was showing offline in my app so I went into the Main Menu \> Devices \> Chime Pro \> General Settings \> Remove This Device, and then got this message before I tapped Remove This Device again. Do you get this pop up as shown in my reply?

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  13-05-2020 09:55:08

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  Jbajr

  Thanks so much for the response. Yes, my Chime is showing as Offline in the Ring app. And I can't get it online again because it's physically broken. And my problem is that when I go to Main Menu \> Devices \> Chime, and then tap "General Settings", I get the message in the attached screenshot: "2nd Floor and all devices connected to it are offline." (2nd Floor is the name of the Chime in question.) The only option is to "Reconnect Chime" - which I can't do because the Chime is broken. (I have tried X-ing that modal (it just returns me to the screen underneath), going through the "Reconnect Chime" flow (there's no way to bail on it to actually get to the General Settings screen), and I've tried everything else I can think over to actually get to the "Remove Device" option - in both the app and on the ring.com site. I just can't find a way to remove the device now that it's permanently disconnected. But there must be a way? Thanks so much for your help!

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  13-05-2020 10:14:36

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  Chelsea_Ring

  @Jbajr Thanks for much for getting back to me! I have to admit, this one is a bit odd and I'm unsure why the app will keep taking you through this loop. Could you try removing the Ring app from your phone, rebooting your phone and then reinstalling the app again? If this still persists, please take a screen recording of you trying to remove the device and that message still persisting. This will help be the evidence we need so I can get this escalated up further! In addition, let me know what phone you are running this on, as well as the OS version, as this will be information they need to know. :)

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  13-05-2020 11:29:03

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  Jbajr

  Thanks very much Chelsea. I deleted the app from my phone, restarted my phone, reinstalled the app, and am seeing exactly the same behavior. I'm on an iPhone 11 Pro, OS 13.4.1, and the lastest Ring app. I took a screen recording but this forum won't let me attach an MP4 file. Let me know how else to get it to you if necessary. Really appreciate the help - it's surprising to say the least that there's no way to remove this broken Chime... Thanks!

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  14-05-2020 04:36:20

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  Chelsea_Ring

  @Jbajr I won't lie, it is surprising for me too! Thank you for capturing that screen recording. Since MP4 files cannot be attached, if you could try to compress the file into a ZIP file, this will be something you can attach.

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  14-05-2020 06:09:57

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  Jbajr

  Thanks Chelsea. Here's a screen capture of exactly what happens when I go to Menu \> Devices \> Chime, and then can't get to General Settings because it's no connected.

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  14-05-2020 08:13:47

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  user32265

  I also cannot remove a disconnected chime for the same reason , and it is now 2023. Same problem, in that the chime’s settings button cannot be clicked on when the chime isn’t connected.

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  05-01-2023 01:05:35

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  Caitlyn_Ring

  Hi neighbors. If you still have the Chime or Chime Pro, try reconnecting it to wifi and then removing it from the Ring app. If you no longer have the Chime or Chime Pro and cannot remove it from your account, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.

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  05-01-2023 05:00:42

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  user_7e2ad0

  The option to Remove Device has been added to the device settings interface

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  18-03-2025 01:47:15