Responses (12)

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  Tom_Ring

  Accepted Solution

  Hi Andrea. Ring devices can have issues with dual 2.4/5 GHz networks. They need to operate on a dedicated network. I would suggest creating a dedicated 2.4 network and connecting your doorbell to that. You can also make sure your device is using the correct WiFi channels by reviewing this Help Center article here. Lastly, you can connect your doorbell to a WiFi hotspot as a diagnostic test. Let me know if this is helpful.

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  14-06-2024 04:30:18

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  user_82dcd4

  Same issue with mine Doorbell 2nd Gen. I build an accesspoint just with 2.4 Ghz, 5 GHz explicit disabled, WiFi security settings set to WPA2 and I just get the same problem: run through 95% the bla bla by the app "... take a coffee..." "... wow, that last long ..." and finally no connection to the WLAN and the next message appears: "hmm, something went wrong". Fantastic. An error code or some more informations would be pretty. Still the suggestion "try it again" ist NOT helpful. On the router site the doorbell is recognized. I can see the doorbell (name and mac address) in the dashboard of my router, but there is still no connection to the WLAN. BTW: exactly this doorbell functions without any problems for over a year with exact the same router WLAN settings: WPA3 and 2.4+5GHz channels enabled.

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  30-07-2024 04:51:26

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  user_4a0999

  My ISP (Gigaclear) suggested this and sent me instructions of how to split the network via Linksys. No problems after that.

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  26-10-2024 07:50:54

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  user_f29b72

  I’m having the same issue. This started on June 10th. My ring camera says not connect to wifi. My ring doorbell continues to work. Nothing about my wifi or the placement of my router has changed. I have tried every step to reset, including rebooting my router. I spoke with someone else in my area that is having the same issue that started at the same time. We both use Brightspeed (formerly Centurylink) as a provider. I am ready to cancel my ring protection subscription if this can’t be resolved. 

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  16-06-2024 07:57:28

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  Tom_Ring

  Hi @user_f29b72. We'd love to assist you with this! Feel free to create a new post about your concern in the Security Cams board. Be sure to include the specific model device you have and any relevant information about your WiFi network. Thank you.

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  17-06-2024 08:20:53

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  user_6ab945

  I have the exact same problem, started June 18,XXXX, my other cams work, it’s a problem with rings firmware!!! I was on with support for 2 hours and a conference call with Brightspeed! Nothing is wrong with internet everything else is working fine! Ring only want to offer a 35% discount on a new doorbell, why would I want anything else from them when they don’t stand behind a product that obviously so many of us are having the same issue with Gen2 doorbell

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  18-07-2024 02:54:36

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  user_a203e5

  Did you ever get a resolution? I'm having same problem. Been going on for a long time.

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  19-12-2024 06:40:56

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  user_e14977

  I might be a little late to the party, but I also have BrightSpeed. I went through the long list of troubleshooting things, set my guest WiFi to a dedicated 2.4GHz, WPA2 as the customer support suggested, factory resets, hard resets, the entire list. The support specialist, after all of the troubleshooting found that BrightSpeed modems are incompatible for ring cams due to the firmware and sent me a 100% off code to order a Chime Pro which is supposedly the solution to the problem. Note: you have to use the pro because it is the only one that allows the ring camera to connect to. I just ordered it with the code and will update as soon as I figure out if it worked or not. (Part 1 I will comment part 2 when I get the Chime Pro)

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  10-03-2025 06:39:13

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  Techy202

  Hi, Make sure your router security settings aren't set to WPA-3 and that the router isn't set to 5G only.  Ring devices will only work with 2.4g and WPA-2 security.

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  19-06-2024 07:28:33

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  user_6ab945

  Can Ring actually give an honest answer why this is happening to so many customers and the Gen2 doorbell when everything else has connected and works fine? It’s stuck on 95%! I saw they had an issue June 10 and June 13 but claimed it was resolved, apparently not for many of us! I think Ring needs to figure this out, I can’t connect to internet or chime pro after being told Chime pro would be guaranteed to solve my internet issue! The doorbell is hardwired and continues to say it’s in set up mode but it won’t connect, only the doorbell works but no motion or camera! RING, needs to figure out what they did on XXXX and XXXX because their issue was NOT resolved for so many of us!

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  18-07-2024 03:37:43

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  user_c80100

  Did annyone ever figure out a fix for this. I just got these gen 2 indoor cameras and they won’t link to my WiFi and get stuck at 95% when it’s loaded. 

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  18-07-2024 12:58:53

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  Caitlyn_Ring

  If anyone is experiencing an issue similar to the original post, please review the troubleshooting information shared by Tom in the accepted solution. A lot of Ring devices, including the Video Doorbell 2nd Gen, are not compatible with 5GHz networks. If you have a dual-band router, please try creating a guest network utilizing only 2.4GHz. You can also adjust the router channel to a less busy one to see if that helps. We have some additional troubleshooting steps for setup failures that may help as well. If this issue persists, the next step is to contact our support team to see what other options are available. 

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  19-07-2024 02:32:16

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  user_4a0999

  This worked for me. My ISP sent me instructions of how to split into 5Gz and 2.4GHz. It worked after that.

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  26-10-2024 07:43:58