Responses (2)

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Caitlyn_Ring

Hi @Raf82. Since you have already tried the basic troubleshooting steps that I would have recommended, would you mind following up with our support team directly on this matter? You can give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). They can take a deeper look at this for you and provide more in-depth troubleshooting steps. 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. Feel free to report back on what solution they recommend, as it may help other neighbors with a similar concern! :)

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05-11-2020 18:17:58

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Raf82

Was trying here to avoid having to spend an hour on the phone repeating myself. Your online chat option is also disabled for tech support. Seems like lots of folks are having issues with the firmware step. Is this really not a known problem? Is there any way to update the firmware manually?

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05-11-2020 19:03:22

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Boone

> @Raf82 wrote: > > Was trying here to avoid having to spend an hour on the phone repeating myself. Your online chat option is also disabled for tech support. Seems like lots of folks are having issues with the firmware step. Is this really not a known problem? Is there any way to update the firmware manually?Hello @Raf82 ,Unlike a normal reset, you can try performing a "Factory Reset" which will initiate the update to the firmware and re-start the set-up procedures. Press and hold down the reset button for 10 seconds (I would personally hold it down for more like 20 seconds) and release it to power cycle the Chime Pro. Then complete the set up. When possible, complete this hard "Factory Reset" with your Chime Pro near to your Wi-Fi router to help ensure you get a nice clean corrupt-free firmware update. This Factory Reset will wipe any downloaded firmware that tried to download during your initial attempt to set up (possible partially corrupted), and then this reset will download fresh new Firmware. Here is a link with additional Troubleshooting tips.[https://support.ring.com/hc/en-us/articles/360048673232-Troubleshooting-Your-Ring-Chime-Pro](https://support.ring.com/hc/en-us/articles/360048673232-Troubleshooting-Your-Ring-Chime-Pro)If you still continue having issues, then I would recommend contacting Ring Support for help by telephone:[https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch](https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch)Unfortunately, due to the Covid-19, their available hours have been changed also:[https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19](https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19)I hope you find this information helpful. :)

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07-11-2020 14:05:40

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RTL44

You are smart. I spent a (very frustrating) hour on the phone with support who read from their script and made me go through the time consuming setup process TWICE with the same lack of success I got the 100+times I tried it on my own. Ironically, my 1st Gen Chime (not pro - way old school) still is connected and works perfectly.

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24-02-2021 06:42:56

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RTL44
Yes - I (and many others) are having the same issue. No solutions have worked for me. I have owned 3 Ring doorbells and 4 Chimes over the past many years, so I know how to setup and troubleshoot. The firmware update renders the Chime Pros offline and nothing helps.
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24-02-2021 06:39:58
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