1RVD 2020 Release (hardwired from the old doorbell with battery fully charged)

Hi,
Note1: Before the installation, RVD 2020 Release with battery fully charged and setup app completed before the installation.
Note 2: Before this installation, the chime was working and I measured the voltage at the chime was 14.4 VAC (when old door was pressed). I also measured transformer = 17.8 VAC.
I just installed Ring 2 per the provided instructions (hardwired from the traditional doorbell 2 wires and using existing mechanical chime). Then, the chime does not sound any more when pressed the Ring 2 button.

Please let me know what could be wrong? Do I need to remove the batteries if hardwired ?I don’t see any instructions to remove the batteries if hardwired.
Thank you,
Tony

Hi @tonycdo56. When hardwiring a Ring Video Doorbell 2020 release, you’ll need to make sure that you have a compatible chime kit and transformer. It appears that your transformer is adequate, so you’ll need to check the compatibility list here for your chime kit. I would also check the Internal Doorbell settings in your Ring app to make sure you have the correct Chime Kit selection.

If you’ve checked these setting and you are still having issues, feel free to contact our support team for the next best steps. Please give our support team a call at one of the numbers available here. 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 to see how to contact support.