Mailbox sensor will not connect to bridge

I received my ring mailbox sensor today. I went to the menu item to add a device. I set the switch to external antenna and put in the batteries. Stood near the bridge. The mailbox sensor installed an update. Then I added it to a group.

It then says “Connecting your Mailbox Sensor to your Bridge…” for a while and then fails.

It says “Your Mailbox Sensor could not connect to your Bridge.”

The bridge is working okay. The bridge is online. I can control lights using the bridge.

I’ve tried over and over to connect the mailbox sensor. No success. I’ve power cycled the bridge several times. I’ve removed the batteries and re-added the mailbox sensor several times. I’ve poked the reset button on the mailbox sensor. Nothing seems to help.

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Same issue. Bridge online and working fine. Have tried with antenna switch towards and away from octagon, with and without antenna, right next to bridge and 6 ft away, restarted bridge several times, used sensor reset button several times…all to no avail. Also removed and re-added bridge. Thanks for posting.

I also received mine today. Where are the instructions???

Go into “Set up a device” within the Ring app and select “Mailbox sensor”. It will confirm your address and then walk you through steps once you scan the QR code.

So, any suggestions before I box it up and ship it back to Amazon?

Update - I tried again tonight. It connected in just a few seconds. I did nothing differently than I did 20 times yesterday. I have no idea why it didn’t work before, but whatever…

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Hi there, @SkinnyFats! It sounds like the Bridge and Sensor may have been performing updates during connection attempts. It’s possible that one interrupted the other during your initial attempts. I’m glad to see you’ve got this concern resolved and the Mailbox Sensor is now connected as intended. Feel free to let us know if we can assist further with anything, and thank you for sharing your experience with the Community! :slight_smile:

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Glad to see I’m not the only one. I tried dealing with Ring Support and they were pretty clueless even on the setup of the device. They kept telling me to go into the Samrt Lighting category to set it up and were confused that the QR code would not register it.

I did happen to mention that the setup process appears to work if you would go in the Mailbox Sensor category, but they ignored that tidbit of information.

I’m getting a callback from support on this issue. It should have been at least an hour ago.

I suspect this will be shipping back home tomorrow.

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I returned and got a replacement from Amazon. Same exact problem. I even hard reset my bridge. So it’s definitely a bridge issue.

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@nobodyinparticular wrote:
I returned and got a replacement from Amazon. Same exact problem. I even hard reset my bridge. So it’s definitely a bridge issue.

Darn, I should have went the Amazon route to purchase. I purchased directly through Ring. I suspect I’ll have to jump through more hoops just to return it. Especially if their support staff doesn’t even know how to add one of these things in the app…

@SaintedDrew wrote:

@nobodyinparticular wrote:
I returned and got a replacement from Amazon. Same exact problem. I even hard reset my bridge. So it’s definitely a bridge issue.

Darn, I should have went the Amazon route to purchase. I purchased directly through Ring. I suspect I’ll have to jump through more hoops just to return it. Especially if their support staff doesn’t even know how to add one of these things in the app…

Excellent. Now I am getting charged $5 to ship back a broken item. Take this as a warning folks. DO not buy direclty through Ring but go through their parent company Amazon.

@nobodyinparticular wrote:
I returned and got a replacement from Amazon. Same exact problem. I even hard reset my bridge. So it’s definitely a bridge issue.

Well, I’m having the same results with the second one ( from Amazon this time). Did you ever get a working one installed at all? I’m about to throw the towel in on this one.

Hey neighbors! It looks like you have taken all the right steps to get this to work. Check out our help center article about Mailbox Sensor installation, including a video for visual. The Mailbox Sensor should connect easily to your Bridge, depending on range and placement. If your mailbox is metal, the antennae should be used to obtain proper signal.

If this concern is persisting, and as it sounds like you’ve exchanged your Mailbox Sensors, our support team will be happy to take a closer look. 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.

@Marley_Ring wrote:

Hey neighbors! It looks like you have taken all the right steps to get this to work. Check out our help center article about Mailbox Sensor installation, including a video for visual. The Mailbox Sensor should connect easily to your Bridge, depending on range and placement. If your mailbox is metal, the antennae should be used to obtain proper signal.

If this concern is persisting, and as it sounds like you’ve exchanged your Mailbox Sensors, our support team will be happy to take a closer look. 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.

Sorry, I have already tried going through the support team and they were pretty much clueless on how to set this sensor up. As I mentioned, I think I will throw in the towel on this and ,hopefully in the future, Ring will have support for this item.

I was finally contacted by Ring support that was famaliar with the product and figured out the key to my issues. Appears my 3rd party integration to Home Assistant blocked the sensor from getting added. Once I stop that, I was able to add the device to the bridge.