Ring Alarm
Ring Alarm Base Station Stuck on Cellular Backup
2nd time this has happened... Our Ring Alarm Base Station went into Cellular Backup at 5am this morning due to a router restart by our internet service provider. Both our Ring cameras came back online as soon as the router was up and Wi-Fi was restored. The Base Station is stuck on Cellular Backup and there's no one around to hit the reset button. What's the Base Station meant to do in situations where it loses connection, how often should it retry to establish a Wi-Fi connection? Is there a way for us to manually reboot the Base Station remotely using the app or website? Since the Base Station has a battery backup it's pointless adding a Wi-Fi plug to remotely turn the power off and back on again.
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23-11-2022 12:01:25
Responses (3)
- C
Yeah.... That's grand but.... The building is a community centre and is staffed by volunteers who don't want to have to keep popping in to fix an obvious software problem. It's happened again last night there was a power cut and it's stuck on mobile backup again. We know the internet is up an running as we can access all the Ring cameras (wired and stuck-up). What's the actual solution to this other than manual intervention. There must be a way for you to remotely restart the base station right?
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07-04-2023 09:35:39
CHi @ChapeltownScouts. You'll want to follow up with our support team to look into this further. Since the Ring Community is a public forum, we aren't able to review device details in order to troubleshoot this in-depth. You can give our support team a call at one of the numbers [here](https://support.ring.com/hc/en-gb/articles/213608406).
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07-04-2023 04:22:50
- W
Hi, after calling customer service several times to have the ring base station rebooted, any time I reboot my router, it goes back to the cellular back up and I can't get it to go back online. Is it time to get a new one?
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08-04-2023 12:24:10
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- S
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
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08-05-2023 12:24:44
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Justin_Ring
Hi @ChapeltownScouts. When the Ring Alarm loses its connection to your network because your router was rebooted, it should automatically reconnect once your network is working again. If it is not doing so, try the following steps: * Reboot the Base Station by **quickly** pressing and releasing the reset button at the back of the device with a paper clip or similar tool. **DO NOT PRESS AND HOLD THE RESET BUTTON DOWN FOR MORE THAN ONE SECOND TO AVOID FACTORY RESETTING THE DEVICE.** * Reboot your router by unplugging it from the power source for 10 seconds and plugging it back in. We also have this Help Center article [here](https://support.ring.com/hc/en-us/articles/4418013510932-Ring-Alarm-Base-Station-Is-Stuck-on-Alarm-Cellular-Backup) with other steps to try when your Base Station is stuck in cellular backup. If you cannot do these steps in person or have tried them and are still having the same concern, give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406) for further assistance. If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support.
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24-11-2022 04:59:20
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