Ring Intercom setup unsuccessful (SKS HT4600)
Hi, I've already contacted the Ring Community Support and got this issue escalated to engineering. Currently awaiting a response. I wanted to open this topic, just in case someone experiences the same issue and to create some transparency. I'm not 100% sure how to categorize this issue, from the error described below it might be something other than a compatibility issue with my intercom. Could be a pure Ring App issue as well. Running **iOS 16.1** on an **iPhone X**. My intercom system is a **HT4600**, the brand is **SKS**. Wiring instructions displayed in the app: * Insert wire B-2 into port b * Insert wire B-1 into port a I've followed through the setup instructions given by the app, up until the point where the app is asking me to do a "test" for which I have to go downstairs and ring my doorbell. The Ring Intercom device successfully switches into the "testing mode" - you can hear the click of a relay inside the device and see the green light. The next step is to ring the doorbell and confirm this action. However, whenever I click on the "I pressed the button" button, the app switches to an error screen as follows:  Here's what I attempted to mitigate the issue: * Rebooted my router (well, I knew this wouldn't do anything, but yeah...) * Updated my phone to the latest iOS version & re-installed the Ring App * This actually made a difference, when I tried to setup the Ring Intercom device again, it ran through a firmware update this time - not sure if that was a coincidence) * Ensured there is no active VPN connection on my iPhone (saw similar threads where this error screen popped up when setting up other ring devices, but does not apply in my case) * Restarted the Ring Intercom device (removed battery) * Serveral resets of the Ring Intercom device (wiped clean by pressing the button for >=10s, removed it from app) * Checked the wiring multiple times, everything is as it should be * Rang my doorbell both from the outside unit as well as the button directly in front of my apartment) * Attempted the test while connected to my WiFi (left the phone inside), as well as through a mobile data connection (from the error it got me thinking if that makes a difference, but it did not) If anyone has any suggestions on what else I could try, just let me know, happy to try out things. I'm going to keep this topic up to date with whatever information I receive from the Ring support & engineering team. Thanks!
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28-10-2022 07:38:12
Responses (27)
- A
Hey, I had contact with Ring Support today. Outcome: after Reset, my Intercom is not working any more, I can not speak, I do hear & can open, but I am not hearable. Yesterday everything was fine (except my missing unlock button) Devastated.
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30-10-2022 01:55:58
D@AdminMbl if you system worked once and you reset, it should definitely be able to work again. You would need to go through all the steps of correct make/model selection and learning/testing like you must have done before. Regarding the lack of open button, I am pretty certain that Ring has identified systems that require call to unlock and they don't show the unlock button in the app for those. If you don't have this case then it is possible that they have incorrectly identified your system. You should call customer support and tell them that you don't need call to unlock your door and they should enable the option that allows unlock button to show up in your app.
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01-11-2022 02:37:20
- D
I think Ring has identified systems that require a call first to be able to unlock vs those that don't require a call to unlock. For the latter, the unlock button is present but not for the former.
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01-11-2022 12:39:24
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NUI think you are correct, but in that case Ring should flag such systems or handsets as having degraded or reduced functionality within the Compatibility Checker. Another thing, Amazon Auto-Verify isn't going to work very well if the person delivering the package has to call the flat that has the Ring Intercom installed, as this may not be the same flat where the package is being delivered ([confirmed here](https://community.ring.com/t/ring-intercom-amazon-auto-verify-with-unique-street-addresses/165239/2?u=neilm-uk)). So presumably - hopefully! - Auto-Verify is disabled completely in the app (and cannot be enabled) because of this "call first" remote unlock limitation.
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01-11-2022 12:51:33
- M
I just installed my intercom yesterday on my Videx 3171B. Installation process was fine, test worked and everything. Afterwards i had my girlfriend use the intercom from the street, and i could talk and open from the app. Then 2 hours later, when we had visitors, the system didnt work. I didnt get any notification from the ring app, that someone was calling. So i couldnt open. Tried removing device, and install from the beginning. Again installation works fine. But now no calls go through to the app. However i can see missed calls in the app. But they never show up when the intercom is ringing, so i cant answer them... Anyone experienced something similiar? Really strange that i the installation process is fine, and it worked one time - and now nothing works. I have tried reinstalling 5 times now..
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02-11-2022 09:50:02
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DCan I confirm with you that your Videx 3171 intercom system has the door open button within the app? On mine it is missing, we have virtually the same intercom bar a different end letter (mine is P yours B) Everything works fine on mine, except the lack of an open door button. I used wires set up b. David
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02-11-2022 10:29:34
NU[quote="MickiT, post:55, topic:165193"] But they never show up when the intercom is ringing, so i cant answer them… Anyone experienced something similiar? Really strange that i the installation process is fine, and it worked one time - and now nothing works. I have tried reinstalling 5 times now… [/quote] Android or iOS? I find that receiving notifications on an Android (10) phone can be very hit & miss... they usually do arrive, but sometimes they may arrive 20 or 30 minutes later than when they would have been useful. Other times, they'll be instant. Very rarely with Ring Intercom has a notification _never_ arrived (just once, so far). The problem is, the Android notification system just isn't sufficiently reliable for real-time notifications (maybe it's better with more recent versions of Android, or with Google/Samsung devices - my phone is a cheaper Chinese Blackview BV9900Pro). The problems I've seen with notifications aren't limited to the Ring app, other apps have similar issues too - I think maybe the Android notification system is just a bit cra.... sub-optimal.
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02-11-2022 12:49:09
NUJust had a visitor (my brother). I was inside my flat with my phone on WiFi. My brother pressed the CALL button, I instantly heard the handset "buzz" (as you'd expect) and simultaneously my Alexa Echo Dot 4 did its "someone at the Front Entrance" announcement/alarm. I looked at my phone, and waited for the Android notification. Nothing. I unlocked the phone, and waited. Still nothing. I opened the Ring app, and waited a bit more. No notification whatsoever. Eventually, as it was now a good 25-30 seconds since he pushed the button, I spoke via Alexa to my brother who was now a bit annoyed at me taking so long to answer. I used Alexa to unlock the door, and received the "door unlocked" notification on my phone immediately. 5 minutes after he was inside my flat, the Android notification arrived on my phone telling me "someone is at the Front Entrance - Talk/Unlock". :frowning_face: So... yeah... the notifications certainly need some work... but this could also be an Android OS issue. :man_shrugging:
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02-11-2022 03:44:04
- NU
And now I've just had an Amazon delivery, and the "someone is at the door" phone notification arrived on time/worked perfectly. It's a bit random! :man_shrugging:
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02-11-2022 04:41:42
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- S
It's time for an update! Today, I was finally able to complete the setup of Ring Intercom. As I had already suspected, it was probably not an issue related to my specific intercom system (SKS in my case). **What did I do?** I had reset the device once again, ran through all the setup steps (_didn't adjust any of the wiring, as I was confident from the start, that this is not the issue_). This time though, I decided to add it to my Guest WiFi network. Once again, during the setup, the Ring Intercom device installed a firmware update (_I'm starting to doubt that it actually installs a new firmware when this is being shown, as I've seen this 2-3 times now while resetting the device_). This time, I was able to perform the setup test successfully. I went downstairs, rang the doorbell to my apartment, confirmed in the Ring app aaaaand the ring app detected it, played the test tone, triggered the buzzer and it's all working now. Not really sure why it worked this time and only with the guest WiFi network. I do have a MAC address filter active on my main WiFi, but I turned that off for the time I was setting up the Ring Intercom device. And it did show up as an active WiFi device all the time, so I doubt it's related. Both networks have 2.4 GHz & 5.0 GHz WiFi enabled as well. After setting it up with the other network, I was able to change to my main WiFi through the device settings without a problem, and it continues to work! @stoplis This might be useful information for you, as I had understood, you were seeing the same "Hmm, something went wrong." screen too. I have yet to test it in real life, I was just verifying quickly that I can hear and talk through the Ring App by myself. **What I don't like so far / observations:** * "Unlock Door" button does not show up * Yes, I do have a BUS-based system that dictates that someone has to ring the doorbell before one can trigger the buzzer. But still, there might be cases where someone rings the bell, I go to the Ring App and would just like to press that button, without having to go to the call screen. From what I read above, this is supposedly something the Ring Support can enable, I'll see if that's true. **Update on the statement above:** This doesn't seem to be true. Talked to the Ring support and they consulted with their supervisor, there's no way to enable this button from their side for devices that have been classified to not support this. :frowning: @AdminMbl not sure how they made it work for you. * One time Ring Intercom didn't detect that someone pressed the doorbell button. No notification, nothing in the activity/history log. * I will be observing whether this was a one-time failure or not. * The feature set is very slim (I was aware of this beforehand, of course) * I do have another competing device up and running that allows to: * Surpress the doorbell sound / chime of my intercom system (when someone is ringing in general or at scheduled times) * Set schedules during which you just need to ring your doorbell to be buzzed in instantly * Set geofences - when you're in that area, you can ring your doorbell and be buzzed in instantly * Set more fine-grained access control (who can do what) * The ability to take calls, speak with who is at the door from anywhere, however, is Ring Intercom's "killer feature" - everything of the abovementioned could definitely still be added later on, I hope the Ring team will actually work on that.
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03-11-2022 01:23:15
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SThanks for the update. I just tried it on my guest network but I got the same results, I’m still getting the same error. I appreciate the suggestion and I’m glad yours is up and working.
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03-11-2022 04:54:05
D> Yes, I do have a BUS-based system that dictates that someone has to ring the doorbell before one can trigger the buzzer. But still, there might be cases where someone rings the bell, I go to the Ring App and would just like to press that button, without having to go to the call screen. From what I read above, this is supposedly something the Ring Support can enable, I’ll see if that’s true. With call screen you can still do a direct unlock without having to pick up. I think even the notification has an unlock button showing up which you can directly use? Or is that not the case on your app?
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03-11-2022 06:46:42
SYes, I think that works. However, then the only way to get to the call screen is by tapping the notification. Imagine a case where: the notification comes in late, I’m busy in one room, can hear the doorbell ringing, don’t want to walk to the handset (_just to open up for the package guy who wants to put something in the building_). Then it’d be great if I could just buzz the door open or even better: reach the call screen with another type of button, not just the notification which might come in late or be overseen with iOS 16’s great notification system.
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05-11-2022 08:20:17
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Heych
Has anyone figured out a way to resolve the remote unlocking issue i have given up asking help from ring as they are clueless themselves
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30-10-2022 01:03:51
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