Ring Chime (2nd Gen) - Red light after adding

Hi there,

I have a Ring Chime (2nd Gen) that after we returned from being away for a few days, has stopped working.

After adding the device, it eventually ends up with a solid red light and ‘Hmm something went wrong’ in the app. I believe the red light after adding, means the device thinks it has no internet connectivity.

So, I performed a traffic capture on my firewall - it does have connectivity, I can see it talking to the Ring servers over port 9999.

Device makes an ARP request for the gateway, on .254:

10:47:47.341771 ARP, Request who-has x.x.x.254 (Broadcast) tell ChimePro-43.lan, length 42
10:47:47.341776 ARP, Reply x.x.x.254 is-at 00:ef:f0:12:48:69 (oui Unknown), length 28

Chime pings an Amazon AWS server, gets a response:

10:47:47.341781 IP ChimePro-43.lan > ec2-3-127-98-205.eu-central-1.compute.amazonaws.com: ICMP echo request, id 1157, seq 1, length 8
10:47:47.377006 IP ec2-3-127-98-205.eu-central-1.compute.amazonaws.com > ChimePro-43.lan: ICMP echo reply, id 1157, seq 1, length 8

Device connects to an AWS server, over port 9999 and again gets a response:

10:48:16.846290 IP ChimePro-43.lan.42940 > ec2-3-225-126-210.compute-1.amazonaws.com.9999: Flags [P.], seq 1542:1700, ack 4114, win 1275, options [nop,nop,TS val 10428350 ecr 195796807], length 158
10:48:16.940010 IP ec2-3-225-126-210.compute-1.amazonaws.com.9999 > ChimePro-43.lan.42940: Flags [.], ack 1700, win 139, options [nop,nop,TS val 195826563 ecr 10428350], length 0
10:48:16.941007 IP ec2-3-225-126-210.compute-1.amazonaws.com.9999 > ChimePro-43.lan.42940: Flags [P.], seq 4114:4195, ack 1700, win 139, options [nop,nop,TS val 195826564 ecr 10428350], length 81
10:48:16.942750 IP ChimePro-43.lan.42940 > ec2-3-225-126-210.compute-1.amazonaws.com.9999: Flags [.], ack 4195, win 1275, options [nop,nop,TS val 10428360 ecr 195826564], length 0

Device pings the AWS instance:

10:48:17.380491 IP ChimePro-43.lan > ec2-3-127-98-205.eu-central-1.compute.amazonaws.com: ICMP echo request, id 1157, seq 1, length 8
10:48:17.413006 IP ec2-3-127-98-205.eu-central-1.compute.amazonaws.com > ChimePro-43.lan: ICMP echo reply, id 1157, seq 1, length 8

… So I’m at a bit of a loss, anyone have any ideas?

Already tried the 30 second button reset, makes no difference, deleting, re-adding, different device for setup, using wifi vs Chime Pro network etc… always ends up with the solid red light on the Chime… but it absolutely does have connectivity as shown by the traffic capture above.

I’d rather not have to sit on a telephone call for hours, so will probably just bin it unless any of you clever people have any other suggestions :slight_smile:

Hi there, neighbor! You’ve certainly covered all the best steps here to ensure your connection is optimal between your devices and router. I would recommend trying this setup using another mobile device entirely, just to rule out any mobile device/ app factors.

Although you seem to have already checked these variables, here is our help center article about ports and protocols for Ring devices.

I’m sure other neighbors will add great suggestions here. If you are needing additional or quicker assistance with this matter, 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.

:wink:

My hunch, is that either you’ve got known faulty hardware - there seems to be lots of these devices that become problematic… or a botched update. Neither of which I have any visibility of