Video Doorbell Pro suddenly broken

Hello,

My Ring Video Doorbell Pro (roughly 5 years old) suddenly does not connect to the network and has exhibited a few strange symptoms, and I’m having trouble figuring out what to troubleshoot next.

Symptoms:

  • iOS app Device Health: Status Offline, Last Reported Signal Strength 31
  • Error code: P1-78
  • When ringing the doorbell, there is roughly a 25 second delay between pressing the button and hearing the house’s built-in doorbell noise. The Ring doorbell does not make its Ring specific noise and no mobile notification is triggered.
  • When I follow the steps to reconnect the device to wifi, I remove the faceplate and press the side button to try to get the “spinning white light”. I press the button, white light is NOT spinning, and the App asks what the doorbell is doing (3 choices): “Spinning White”, “Flashing Blue”, and “Nothing”. The doorbell has a solid white light on. It’s definitely not doing “Nothing” because the suggestion for “Nothing” is that the doorbell doesn’t have power, but it clearly does have power as the light is on, and also there is periodically a voice (once per minute?) saying the door is attempting setup.

What is wrong with our doorbell? Is it broken beyond repair?

Hi @DiamondsAreForeverLol. If your Pro is no longer entering setup mode, try rebooting it by pressing and holding the setup button on it for 20–25 seconds. You can also power cycle it by shutting the power off on it for a few minutes and powering it back on to see if it helps. If you have tried these steps and are still having the same concern, give our support team a call for further assistance.

I have the same basic problem with suddenly no doorbell connection since 1/2/24 though wifi is fine and other devices are working. It is a hardwired pro and getting power. Short pressing the side button did nothing. Long pressing made the blue light flash four times then pause and repeat, never filling the circle and won’t stop blinking blue. I saw there was an update for the app. I did that and nothing changed. I can’t find a power on/off option on the doorbell. How do I power it down or get it to stop blinking? I can’t even get to a point to try and connect it to another wifi option.

Hi @FrustratedForSure. To power the doorbell off, you’ll need to flip the circuit breaker it’s connected to. I suggest leaving it off for at least 10 minutes, then attempting to reconnect it.