Responses (3)

• J

  Justin_Ring

  Hi @user81918. You want to make sure the Listener is going into test mode. Quickly press the button on the side, and the Listener should flash a blue light. Is yours doing so?

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  07-05-2024 04:01:12

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• U

  user_166982

  I have the same issue. Ring said my listener was bad and replaced it. New one has same issue. 

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  01-08-2024 12:53:13

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• U

  user_ce7f6c

  Just had same issue.  Wasted hours troubleshooting this yesterday.  It's not that the devices are defective, it's that the instructions are not clear and even Ring's own tech support people don't know how to resolve this issue, or at least the one I spoke to didn't.  Sorry if this post is a bit lengthy but it might be helpful to some to get comprehensive input. The trick to it (as I found buried in the Amazon reviews late last night and as Justin_Ring alludes in his post) is to press the button on the device one time and not hold it.  Just a quick tap.  The blue ring should display for a moment and then stop.  If it flashes repeatedly, you've held the button too long.  The instructions are not clear about this and the feedback you get on the app or computer screen won't guide you either.  If you are successful in getting the device into Test Mode, you will see a new set of instructions.  So if the instructions don't change, you aren't in Test Mode and you cannot complete the set up.  Try tapping the button one more time and you should see the app or PC screen change. When I talked to tech support yesterday, the rep kept telling me to press the button on the Listener to put it into Test Mode but she gave me no insight into duration.  I described what I was doing and seeing, and asked for clarification multiple times but I don't think she knew how to advise.  Since it wasn't going into Test Mode and sensing the rep's frustration, I intuited that I needed to hold the button longer. . ..but that ain't the case.  BTW, if you hold it too long the ring will flash red which means the Listener has been disconnected from the Base Station and will show on the Device listing as Tampered.  She concluded after multiple attempts and failures that at 2" from the alarm I'd mounted it too close, which is nonsense.  She insisted I needed to remove the mount which would have been a mess and hassle since I'd already used the drywall anchors.   In other words, she was done talking to me.   If you look at their support page at https://ring.com/support/products/alarm/smoke-and-co?page=1&redirect=true, it states the following:   Place within 6 inches of existing smoke or CO alarms (for optimal performance, install within 3 inches). As I proposed to the Tech rep, the proximity to the alarm should have nothing to do with whether or not the Listener actually goes into Test Mode.  That's the Listener communicating with the Base Station, not the alarm.  If proximity to the alarm or the way it's mounted is an issue (ie, it's not oriented properly to point at the alarm), then the test might fail. ... .but it won't determine whether or not the Listener can go into Test Mode. To wrap, give it one tap and the rest is easy.  Once you can see you're in Test Mode, press the test button on the alarm, watch the notifications come up on screen of your preferred device, and either press the button more more time to complete or let the 15 minutes time out.  Once successful, the device should show on the list as Actively Listening.

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  15-12-2024 10:25:05

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