Ring Alarm Keeps Disappearing From App

I received my Ring alarm kit a few days ago and from day 1 I’ve had issues with the base station. Immediately after pairing it the first time, it was undetectable as if it we’re having issues connecting to my wifi (at least that’s how it looked in the app) despite having just completed the set up and the green wifi single being present on the back. I called in and spent over and hour trouble shooting it just to have to do a factory reset so I could set it up again with the app. It worked, and I was successfully able to set up the rest of my devices.

That was maybe 3 days ago and now I can no longer see the alarm base station in my app, nor any of the other alarm devices like the motion detector or door sensors. The sensors function successfully independently. I can hear the base station and keypad play their sounds when doors open. If I set the alarm with the keypad, the alarm will still arm and go off. I have the option to arm the system from the app despite not being able to see the alarm devices in the devices list, however if I arm it through the app the alarm does not trigger.

Any solution here? Do I have to completely factory reset the system again? Because that seems pretty absurd to have to do that twice already in less than a week of having it.

Hi @Joe1101. A reset is definitely going to be a last resort troubleshooting step as it requires you setting everything up again as you have already. Have you first checked to make sure the Ring App and your phone’s OS are both fully updated? If you have another smartphone or tablet, try accessing the Ring App from there to see if your Ring Alarm and the components connected to it show up in the devices list. I would also make sure that the location name at the top center of your Ring App lists the correct location and doesn’t say All Cameras or (Shared) in it if you are the Shared User on any other devices.

If you’ve tried all these to no avail, please follow up with our support team at one of the numbers available here so they can look into this further before you attempt any type of reset. 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.