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Can't get security screws off!!

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Community Manager

Re: Can't get security screws off!!

Hey neighbors! If the suggestions recommended in this thread were not helpful in removing the security screws from your device, please give our support team a call at one of the numbers available here. They'll be able to take a closer look at the options available for you. 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.



Curious and want to learn more about the Community? Visit our Community 101 - New Member Checklist here.
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New Neighbor

Re: Can't get security screws off!!

I am one of the early birds of ring products. I have the 1st gen ring doorbell which I installed 2.5 years ago. My wifi settings changed so i needed to update it on ring. The only way to do this is to press the orange reset button on the back of the device. Of course both the security screws at the bottom were not coming off. The screw heads were not stripped, instead the metal screw inserts that’s molded into the plastic housing were stripped. Used brute force to rip away the aluminum face plate in hopes of just popping it off, but soon realized that the 1st gen ring doorbels do not have removable faceplate. After a his i used pliers to pull out the screws. They both came off with metal inserts and some damage to the housing. After this iI popped the while unit off the mounting bracket, reset the wifi setting and just put it back without any cover plate. I used some electric tape to cover some exposed components and no security screws!

I called support before resorting to destructive method, they suggested to upgrade to $9.99/mo plan which will cover device replacement warranty. Second option was a 35% off coupon to buy a new door bell of choice. Was not pleased with either option and this is a design flaw and the doorbell was used as normally ad possible!

I am surprised to hear that the same issue is happening on newer models of the doorbell.
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New Neighbor

Re: Can't get security screws off!!

Using a small Flathead between the ring doorbell and the plastic screwed into the wall and then twisting the flathead worked awesome. The doorbell piece popped right off
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New Neighbor

Re: Can't get security screws off!!

That is exactly what working for me. I used a very small flathead screwdriver. I started on the right side and carefully pried the plastic cover away from the unit. Then I moved to the left. Once I had enough away from the doorbell it popped off. The cover and battery as one. I was able to turn the battery inside the cover and get the screw to come loose. Nothing broke and now I can charge the battery. I put some Vaseline on the screw so hopefully this doesn’t happen again. Not sure why I have to keep charging the battery when I have it hardwired?!?
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New Neighbor

Re: Can't get security screws off!!

Your wife was right. Use a eyeglass screwdriver to apply a little pressure downward on the screw through the rectangular space. Then screw off with a screwdriver. You'll get a little bit of space, slip an exacto knife between the screw head and the case. Then finish screwing and you can get it out.

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New Neighbor

Re: Can't get security screws off!!

Maybe use a dab of JB Weld on the nut, to hold it in place for the future, once you get it off.

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New Neighbor

Re: Can't get security screws off!!

Beyond mad!
Can't get screws off! Just spin in place
Black faceplate won't budge
Countless attempts since aug 10
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New Neighbor

Re: Can't get security screws off!!

Thank GOD for this post and all the replies! Same thing just happened to mine after a 6 day heatwave in London. Temp was up to 37c and I am sure it must have melted the screw. I think I must have been lucky it was only on one side... I followed advice from one of the replies here and used a small flathead screwdriver which I inserted between the unit and the backplate and it just popped off really easily. So now it is charging, but I don’t know if it will go back on easily with the one screw still stick right in. Sorry Ring but this is my second unit (the first one simply wouldn’t hold charge for longer than about 6 days!) and I NEED all my cameras working at all times as I am at continuous risk of domestic abuse! You simply HAVE to sort all these problems out, as I explained to the customer service lady on the phone before, people’s lives depend on these units so you can’t afford to mess up like this. PLEASE SORT IT OUT! Thanks.
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New Neighbor

Re: Can't get security screws off!!

I have to add to the dogpile.  The head on the screw seems to need some sort of tool that I've never seen, a torx 15 or so with a hollow point.  I ended up using a long nose pliers to grip and screw it in place.  Thankfully I have power to the doorbell and won't have to remove the battery to charge it.

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Neighbor II

Re: Can't get security screws off!!

FYI. The screw driver comes with the unit. It's needed to install and you can get one for like $2 from Ring if needed. A bit from a hardware store is also easy to find.