Ring Stick Up Cam connects to my Wifi router but will not connect to a powerline extender

I have a three Ring Stick Up Cams that have been working great for almost a year.

One of the cameras is in a fringe area and goes in and out of working.

I decided to purchase a Powerline Wifi Extender from NetGear PLW1000v2 model and set it up and placed it about 4 feet from the camera. I gave it a different SSID.

When I go through the Wifi Setup procedure, when it is trying to connect to the Wifi - the light on the front alternates between blue and red. Does anyone know specifically what this means? Yea I know it has an issue connecting to the internet, but why?

I made sure the powerline extender has the most recent firmware - and it does support the same security protocols that Ring provides. The device supports both 5 Ghz and 2.4 and I have been able to connect to both radios on this same Wifi Extender from my phone, tablets and personal computers many yards away and it works fine with a 200 Mb/s speed.

Any help would be greatly appreciated!

Hi there, @EricLevinson! Good call on connecting your other in home devices to this extender. This confirms that it is broadcasting network, accepting new connections, and that the password is being entered correctly. As the Stick Up Camera connects to 2.4 Ghz, a great test would be to ensure that your other in home devices are also successfully connecting to the 2.4 Ghz wifi specifically.

Try also checking the extender settings, if any, to ensure the encryption used is standard. I hope this helps! :slight_smile:

@Marley_Ring Thanks for your help! Unfortunately I already had turned off the 5 GHz radio on my Powerline, so all the testing I did with other devices was strictly on the 2.4 GHz. I checked the supported security protocols for this cam and they exactly match the setup of the powerline adaptor.

Is there any way of pulling connection logs from the Ring camera or is there any way of knowing what an alternating red/blue light means on a technical level other than just “Can’t connect to Wifi” because every other device connects fine, and I am standing right next to the camera, the powerline adaptor and my iPhone. I’ve attached two pictures, Powerline security settings and the successful connection to a Windows system pretty far away. I’m thinking of trying to change to the other security setting and try - but it isn’t listed in the manual (WPA-PSK + WPA2-PSK).

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Thank you for this update! I’d have to agree that this configuration is more than adequate for your Ring devices to connect. Channel and encryption are also sufficient. Although it sounds completely unrelated (and understanding that this phone and your normal wifi worked for a setup), if you have another mobile device here, please try completing the setup in the Ring app on another mobile device entirely to see if this helps with the initial connection.

Another step worth trying here is to manual input your network information. Towards the end of the setup in the Ring app, when choosing your wifi network to connect, please choose the add hidden network option. This will allow you to manual type out your network info. If this did not work, try a reset on the Camera by holding the setup button for 20 seconds, and then repeat the above steps.

If this concern is still persisting and your are still getting the same red/blue LED indicator, this will likely need a more in-depth from our support team, who will be happy to help with more advanced steps. 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. Feel free to let us know of any solutions you find! :slight_smile:

Thanks @Marley_Ring for your suggestions I will try them (different device and connect by typing in the SSID). In the mean time - I ordered and received a new Spotlight Cam Battery from Ring - the previous camera I was testing with in this thread is the Stick Up Cam Battery 3rd gen . The new Spotlight Cam Battery completes the setup in the app - but then goes into an endless software update mode - flashing lights for about 3 minutes then stops and it works until I try to do a live view or turn on the light - then it goes back into update mode for another 3 minutes, and it never works correctly. If I put it back in setup mode and try connecting back to my regular Wifi it works - but the range is really bad. In fact - the Spotlight Cam Battery gets poorer reception than the Stick Up Cam Battery 3rd gen. I really want to get these working with my powerline adaptor - it will allow live view to work much faster and will avoid the delays in waiting for the video to be processed. I hope I can get some good support from Ring - I’m expecting to see some logs - or if Ring could see some logs on the precise connection issue.

@marley_ring I contacted Ring support and they sent me a new Stick Up Cam Battery. This one connects perfectly to the powerline adaptor. Now the live view comes up instantly and no more long “processing video” messages. Perfect.

Now for my Spotlight Cam with Battery - same issue - although it connects to the powerline adaptor - it seems to go on an endless loop with being in the firmware update mode after connecting. I contacted Ring and they will be sending me a new one of those as well, and I’ll post my findings then.

I do have a new issue though - when replacing the stick up cam with battery, I added this new camera as a new one - so the old one is still there, however if I delete the old one (which is being sent back to Ring) the app warns me that all the video will be deleted. I don’t want video to be deleted in the event I need to look up something in the future. Aside from leaving the old undetected camera in the list so the video stays, is there a “replace” option? i.e. replace camera 1 with camera 2 - so video stays and camera 2 is now active? I would think this would be an obvious option but I couldn’t find it in the app when setting up my replacement camera received by Ring. Thanks!

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So glad to hear you were able to obtain a solution, @EricLevinson! Also happy that you are able to use the power line extender without making any network alterations. This is great.

As for the transfer of videos, this should be automatic as long as the old device remains on the account. Good call keeping the old device on there, as this will allow for the plan transfer to work best. If it seems as though the events or plan did not transfer as intended, this is worth mentioning with our support team, as they can assist further there as well.

In the meantime, here is our help center article about changing plans, with more tips on making plan alterations. Thanks for keeping us updated on this matter! :slight_smile: