Ring says doorbell is offline but it's not

The Ring app and the Windows 10 app both say that my new Ring video doorbell is offline. However, it is passing notifications when the doorbell button is pressed or when motion is detected, so it is certainly connected. But I cannot enable live view and some other functionality is disabled.

I have tried connecting the doorbell to my wifi network and to the Chime Pro and the issue persists with either. We have another doorbell and two floodlights from Ring and they connect just fine to the wifi.

Hi @SuchCoolBrandon. First, I’d recommend making sure your Ring App and your phone’s OS is fully updated. After that, you can try resetting the Doorbell and setting it back up in the Ring App to make sure it is displaying in the app correctly. To reset the Doorbell, you just need to hold down the setup button for at least 20 seconds. After the reset is done, follow the steps in the Ring App under Set Up a Device to set it back up again. Let me know how those steps work for you! :slight_smile:

Thank you for your assistance, @Caitlyn_Ring . My Ring app and iOS are up-to-date. I removed the camera from my account, reset the camera (holding the orange button for 20 seconds) and then added the camera again. It worked somewhat: I could access Live View successfully at least once but usually it would spin on “activating device.” I don’t know if this caused it, but after I tried pressing the doorbell button, it says the device is offline and I can’t access live view anymore.

@SuchCoolBrandon Thanks for letting me know how those steps worked for you! Make sure the RSSI on your Doorbell is within a good range, as a high RSSI can contribute to the Doorbell losing its connection to the wifi. You can learn more about RSSI here. If the RSSI looks good and this problem continues to persist, it may be best if you touch base with our support team directly so they can take a closer look at your account and device. You can 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. :slight_smile:

Same problem here. Internet and power are fine. Motion detection and alerts are fine, snapshot updates are fine, but when trying to live view, doorbell shows offline.

Hi there, neighbors! We had our team look into this matter and any concerns related to a device showing offline when it is not, should be resolved. Please press the setup button on your Ring device to enter setup mode, then press it again to exit setup mode. This will allow it to reconnect and establish the connected status in your Ring app as intended, if it is not already. Alternatively, you can also follow the steps in this Help Center article to reconnect your Ring devices.

If you are continuing to experience concerns, please refer to @Caitlyn_Ring’s advice above, to reach out to our support team. :slight_smile: