Video Doorbell 3 Plus dropping offline

Over the last couple months I’ve noticed my “Video Doorbell 3 Plus” dropping offline very frequently. Initially I thought that the battery kept dying so I kept charging it and replacing it but then I noticed it was happening so quickly that it couldn’t be the battery. I confirmed that the battery is still nearly fully charged even though the doorbell is completely unresponsive.

I can also confirm that it’s not the Wifi connection because the doorbell doesn’t even respond when I try to press the front button…it’s just completely dead until I take the battery out and put it back in again.

What can I do to diagnose and fix why this is happening?

Hi @pkrug. What is the RSSI for the Doorbell? This can be found in the Device Health section of the Ring app. You can also check to see if your firmware is up to date in that same menu. Also, try resetting your device by pressing and holding the setup button for 20 seconds, then releasing. Let me know it this helps!

1 Like

This is also happening to me, for no reason just drops offline. Take the battery out, put the same battery straight back in and it connects up fine.
I have two batteries that I swap over when recharging and it drops offline with both batteries. The doorbell can go for days with no problem then just drops offline.
The worst thing is you get no notification it is offline unless you check the doorbell in the app. I also have some Blink cameras and they let me know when connection is lost.

Thanks in advance for any help

Ok so it showed up offline again yesterday so I factory reset, deleted it from the app and re-installed, which all went well, took about 10mins to do a firmware update all setup and working.
Came down this morning and it was showing offline again, as pkrug said the device is complete dead when it happens, battery out and in again all working fine until the next time it shows offline.
It seems to be happening more and more now which is not good for security and the fact it leaves me with no doorbell.
RSSI green -58

1 Like

Hey neighbors! Thanks for checking the RSSI and trying the troubleshooting steps that Tom recommended. If this continues to happen, please follow up with our support team so they can look into this further and document any applicable information regarding the concern. Please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.

Why is there no support email and ticketing system?

1 Like

After talking to Ring Tech Support, (who were very helpful and seem to know their stuff) they say that their system shows my Doorbell is trying to do a firmware update, (even thou the app is saying it is up to date) it also shows it is unable to carry out the update and this is what is causing it to shut down and show as offline.
They tell me that they can resolve this from their end and once they have, the device should be ok and work normally.
I have asked them to email me when they have resolved the issue and I will post here when they do.
Fingers crossed it does not take to long, as they were unable to give a time scale for the fix.

Update: So it died twice yesterday and again today.
So rather than Ring monitoring my house I hath to monitor Ring so I know when to reseat the battery to keep it working.

1 Like