Ring Video Doorbell
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S
Ring says doorbell is offline but it's not
trending
wifi
troubleshooting
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.
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05-03-2021 05:30:01
Responses (3)
S
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.
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08-03-2021 09:59:02
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@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](https://community.ring.com/t/how-it-works-your-ring-device-rssi-good-vs-poor/229#M4). 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](https://support.ring.com/hc/en-us/articles/213608406). 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](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support. :)
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09-03-2021 07:26:30
I
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.
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08-09-2021 03:00:05
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M
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](https://support.ring.com/hc/en-us/articles/360034825092-How-to-Reconnect-Your-Ring-Device-to-Wifi-or-Change-Your-Wifi-Network) 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. :)
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13-09-2021 05:40:15
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Caitlyn_Ring
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08-03-2021 07:27:51
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