Keypad keeps going offline

Hi there…installed ring alarm a few months back and generally happy with the product. One minor nuisance is that keypad keeps going offline. It is located on the mai floor in close proximity to the router, so not sure why it is losing its connectivity. I do have sensors much further away, on different floor and they do not lose connectivity. My download speed is around 280mbs and upload about 20Mbs (for the 5Ghz network). Any advice is greatly appreciated.
Thank you!

Hi @ritzu! As long as your other sensors in the area are remaining online, your Keypad should as well. You mentioned this being close to your router, please also ensure that it is close to the Base Station. Please also ensure the battery is sufficiently charged.

If you are not already using your Alarm Range Extender to reach devices, try moving it to a location that might benefit the Keypad. I hope this helps! :slight_smile:

Thanks for the answer. The base is located right next to the router, so the distance from the keypad to base and/or router is the same (around 11, 12 ft). The extender is being used in the basement, since that door is pretty far from the main floor where most all the sensors, base and keypad are. Since every other Ring device is working fine and any other non Ring devices connected to wi-fi are working fine as well, I’m thinking there is something amiss with the keypad.

Thanks!

With this setup, the Keypad should certainly be working as intended. The only other thing I’d add here is to ensure the Base Station is not too close to other electronic devices, or that there is a clear line of sight between the router and Keypad.

Otherwise, the best next step will be to reach out to our support team for more in-depth troubleshooting. Feel free to let us know how it goes! :slight_smile:

I will reach out to support if this becomes an ongoing issue (instead of intermittent). One last question, what do you mean by “clear line of sight between the router and keypad”? There are some walls in between, however pretty much all devices in the house that require WIFI/router are in various locations, separated by walls and/or floors…

Thanks!

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You got it @ritzu! To perfect radio frequency efficient when travelling over the air, it’s best to visually confirm a clear path of signal. Walls are common and usually unavoidable, but multiple could dampen signal depending on material. It’s helpful to also check for any big mirrors, structures, electronics, or furniture that might be right in between the path of communication.