Set up Problem updating Firmware and offline

Hey all, ive just had my RING Pro Doorbell (wired) profesionally installed using the transformer that came with the unit.

Upon setup everything works as it should up to a point. I set up using iOS and the ‘Scan Me’ QR code and the unit proceeds to set up with the spinning white LED and then asks to connect to my WiFi which it does successfully, upon which the LED turn to Blue. After successfully completing this process, the app states that the unit needs to update the firmware and that this should take up to 15 minuets. On the app video it shows that the unit should have a slowly flashing white LED, but on the actual doorbell there is no LED activity at all. This lasts for aproximatrley 5 minuets after which app shows the unit to be offline and wont reconnect. The actual doorbell seems to go back into setup mode at this point with the audio introduction and the spinning white LED.

I have tried repeating this process numerous times and I have done a hard reset and turned the power off but to no avail. The Heath report on the app states that everything is fine and that the firmware is up to date. I have also tried installing on another device.

Additionally during the “firmware update” the unit actally appears to work as it detects motion ouside and connects to a live feed!

Im thinking I may have a faulty unit??

Hi @JamesKillan. Thank you for sharing what steps you’ve already taken and how that has worked for you. Since you have run through the basic troubleshooting tips I would have shared and it’s still not setting up properly, you’ll want to touch base with our support team so they can take a closer look and determine what the problem might be. 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:

Hi James. Having same issues you described.

Did you get replacement device sent out and did it work? I’m sure my device is faulty as my WiFi and power is absolutely fine.

Hi Everyone.

So update… my doorbell pro camera fingers cross is working as it should do now.

I spoke with the ring team and explained everything and they agreed I had done all the correct trouble shooting. They wanted me to speak with the advance technical team who would be able to look into the issue further.

The advance technical team logged into my account on their system and disabled the automatic firmware update and got me to reconnect my ring doorbell pro through the app which I have done and it’s now working correctly and not going offline as it’s not trying to install a firmware update after setup.

So my advice is call the ring doorbell team and ask to speak with the technical team and explain that you need them to disable the automatic firmware update as it makes your doorbell go offline during the initial setup process.

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