Ring Alarm
Keypads and Motion sensors went offline
Both Keypads 1 gen1 and 1gen2 as-well as a motion sensor went offline last night around 11:40 PM PST. Other z-wave devices stayed online and some are within a few feet from the failed devices. I can reconnect the devices if I move them within a few feet of the hub but as soon as I put them back to the original location they fail. They have been in the same location for more than a year. Any one know what could have happened?
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05-12-2021 09:48:42
Responses (3)
- M
The Alarm uses a zwave connection that allows for your Alarm devices to connect further away. The best thing to check first is Base Station connection, ensuring it is ethernet or close to your wifi router. If reconnecting your Alarm devices works as intended until returning to this area, consider any appliances or interferences that may exist along the way. As 3 different devices went offline, it is unlikely to be battery related, but charging the battery on the Keypads is always worth trying. If this concern persists, 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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14-12-2021 09:43:03
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- M
The Alarm uses a zwave connection that allows for your Alarm devices to connect further away. The best thing to check first is Base Station connection, ensuring it is ethernet or close to your wifi router. If reconnecting your Alarm devices works as intended until returning to this area, consider any appliances or interferences that may exist along the way. As 3 different devices went offline, it is unlikely to be battery related, but charging the battery on the Keypads is always worth trying. If this concern persists, 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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14-12-2021 09:43:03
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Caitlyn_Ring
Hi @pieperj814. If you added any new devices around that area, there might be something causing interference with your Ring Alarm components that fell offline. If there are any new electronic devices, try moving those around to see if they're the source of the interference. If this concern continues to persist and your devices won't stay online, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406) so they can take a closer look. 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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14-12-2021 09:08:45
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