Spotlight Cam won't connect to wifi after changing the battery

After the battery on my Spotlight Cam was changed/recharged, I am no longer able to connect the camera to my wifi network. It keeps looping back to an error message: “We couldn’t connect to your Spotlight Cam.”

I spent over an hour on the phone with support. She was helpful and did her best but no solution was found to reconnect my Spotlight Cam to the wifi. She said she would forward this on to specialists and that I would hear back. A week later, I am doubtful that will happen. I have 3 other devices working just fine (2 doorbells and 1 Spotlight Cam). At this point I will check other competitors. Eufy looks like a viable alternative. It’s frustrating to have this problem after 3 years of consistent use. My feeling is the camera is defective and should be replaced under the protection plan.

Hi @pjhminnesota. I have a few questions here. Is the Spotlight Cam entering Setup Mode? What kind of phone are you using? Sometimes, there are specific settings on your phone that need to be adjusted, or permissions enabled, to complete setup. If the support agent determines that your camera is not up to standards, and it is under warranty, it should be replaced.

Yes, it enters set up mode. The light on the camera flashes appropriately. I am able to connect to the wifi Ring3a network. Then it won’t complete the set up after that. It loops back to the message “We couldn’t connect…”

I am using an iPhone 12.

The agent I spoke with for an hour said that it would be referred on but did not give any timeframe in which to expect a response.

Hey @pjhminnesota. Thank you for getting back to me. When there is a failure during this specific section of the setup process, it’s usually linked to the wifi assist on your iPhone. To turn this off, go to your iPhone settings> Tap on Cellular> Scroll to the bottom and look for Wifi Assist and turn it off. Also, make sure that the Ring app has permissions enabled and turned on. You’ll also want to turn off bluetooth, just for the setup process.

Once you’ve done that, perform a reset on your camera by pressing and holding the setup button for 20 seconds, then release. Next, you should be able to connect this camera to your wifi! Be sure that if you’re prompted to use a previous network, you select no and enter your wifi information manually. Alternatively, you can try this process using a different phone or iPad. Let me know if this works!

Thank you for the reply. I was still unsuccessful following the steps that you outlined. I should also point out that I upgraded phones from the iPhone X to the iPhone 12 last week and have had the same problem when using either phone. Do you have any other suggestions?

Hi @pjhminnesota. At this point, I think we’ve exhausted the level of troubleshooting that I can provide here in the Ring Community. I suggest reaching out to our support team for the next best 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.