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New install, keypad wont connect.

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New Neighbor

New install, keypad wont connect.

I've tried doing a factory reset on everything, still can't get it to connect. I've had no problem connecting the range extender and the motion detector. What do I need to do to get the keypad to connect?

 

20 REPLIES 20
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Community Manager

Re: New install, keypad wont connect.

Great job getting those other Alarm components setup! The Keypad must be plugged in order for it to complete the initial pairing. If it is still not communicating with your Base Station, or adding in the App, try holding the "1" on the Keypad to perform a soft reset.


Unplugging and plugging back in might help as well. Although you've already performed a reset, if multiple Alarm devices attempted to pair at once, the Base Station will accept one and put a "hold" on the others until it is ready. Are there any LED indicators on the Keypad that stand out to you, or are you receiving any errors while trying to add?



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New Neighbor

Re: New install, keypad wont connect.

I'm having the same problem.  Everything but the keypad connects no problem.  I've done soft resets and factory resets multiple times and no luck.  Upon plugging in the keypad I see a red network icon, a green battery icon and a spining blue indicator.  After about a minute the blue indicator stops and the ring blinks blue three times.  Then nothing.  The ring app says "waiting to connect to a network".

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New Neighbor

Re: New install, keypad wont connect.

I had a similar problem, in the app when before you select Keypad on new device there is a "manual entry" mode at the bottom of the page. Select that and then plug in the keypad. It binds the device in reverse.
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Community Manager

Re: New install, keypad wont connect.

Sorry to hear you are experiencing something similar, @kregli . To confirm, you have tried unplugging and plugging the keypad back in? If so, and you have tried a factory reset then I recommend contacting our support team to assist with the next steps for a proper resolution. You can contact them at 800-656-1918. Feel free to let us know how it goes, and what solution you found.



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New Neighbor

Re: New install, keypad wont connect.

I am having exact same problem as described here, and have performed all rudimentary troubleshooting steps. Is there a known quick fix at this point that will save me a support phone call? Please don't tell me to reboot /unplug or press the "1" button!? I have also tried manually adding the keypad in thr Ring App. This is extremely frustrating and adding hours/days to what is supposed to be a very simple setup process...
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New Neighbor

Re: New install, keypad wont connect.

There is a very small reset button on the unit. I think it was on the back. One of those insert pin types. I'll double-check where as soon as I get home and try to post a picture.
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New Neighbor

Re: New install, keypad wont connect.

Thanks - but I already tried the reset process, to no avail. However, did it work for you?
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New Neighbor

Re: New install, keypad wont connect.

Yes. This the little pin hole on the back. It did a factory reset of the unit. I pushed it in for a few seconds. I also removed it from the devices in the app first.
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New Neighbor

Re: New install, keypad wont connect.

Yeah thanks, I tried that also, pressing the "5" key whilst doing so as per Ring instructions.. didn't fix anything. All my other devices are connecting just fine so I think the keypad has some terminal Z-Wave problem I need to talk to Ring about directly. Thanks again.