I’ve had some trouble setting up my new alarm pro and wanted to try shutting it off and turning it back on again. The backup battery was preventing me from completely shutting it off, so I removed it. This wasn’t difficult. There is an access door. There are no warnings on this access door about not removing it. It’s a battery pack that pops out and back in again. Very ordinary. But when I turned it back on again, the Eero router would not function. I finally resorted to calling customer support. They told me that removing the battery has rendered the device useless.
Really? I mean, seriously really? It’s a replaceable battery pack. You’re honestly telling me that this thing is now a paperweight? Come now, I know there is a way to replace this battery and still be able to use the thing.
How do you do it?
Hi @Halfcent. The Ring Community is a neighbor-to-neighbor forum where other neighbors as well as our team can help provide general troubleshooting tips and tricks. In the case of your Base Station being unresponsive, I would urge you to follow up with our support team as this would require more in-depth troubleshooting than we can provide on the Community. Our support team can also look into the warranty on your device and see how that may apply in this situation. Please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.
No Caitlyn, I want to know how to replace a battery in a way that doesn’t brick the unit. That is how you help.
For those that might have suffered from this same problem, I appear to have fixed it. Here are the steps I took. First, I again removed the battery to remove all power from the base. I them removed the cellular sim card and reinstalled it, but to be honest I don’t know if that made any difference. Here what I believe fixed it. I held the reset button in while I reinserted the battery. I kept the button held for a few seconds after the power light lit before releasing it. The system then worked normally. I hope that helps people.
When needing to reset an Alarm Base Station, this step is best handled with our support team. As mentioned in our Help Center article about resetting your Alarm devices,
“Do not attempt to factory reset your Ring Alarm Base Station without guidance and support from a trained Ring Customer Support expert. Please contact Customer Support for assistance if you’re having difficulty with your Ring Alarm.”
Thank you also for sharing your experience with us, however, the series of steps you followed may not work for all and we advise not to attempt removal or resetting components of your Ring Alarm Base Station that are not intended / instructed for use or setup. For further assistance with troubleshooting, Please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.
Same issue and this is not a solution! I’ve never seen a device that can’t have its battery removed. Customer support should not make excuses but rather escalate internally to engineering to make a design change.
It is not realistic to expect users to find your online only warnings against removing the battery. The product support team also told me NOT to use the reset button as well. I just bricked my unit by, gasp, trying to get it to turn off by removing the battery (after unplugging it and realizing it had a battery).
Given this seems to be a common problem, why on earth is there not a warning label on the unit, like a big red sticker “WARNING: Due to a design flaw in this product, DO NOT REMOVE THIS BATTERY, please contact product support!”. it’s not like this is a new problem, yet, here we are still bricking units because of a bad h/w design or poorly written firmware.
Removable batteries and recessed reset buttons are standard things to find in consumer electronics. If the user can’t use them as they would naturally expect to use them, it’s Ring’s fault, not the users.
Given the fact this is a security product and its apparent fragile nature of the device, it’s difficult to understand how users are expected to trust it to protect their lives and property.