Troubleshooting unresponsive devices

Identify and resolve issues with unresponsive Ring devices.

Identifying an unresponsive device

Your device might be unresponsive if:

• It doesn't power on when connected to a known working power source.
• It doesn't enter Setup Mode when you press the setup button.

Troubleshooting steps

If your device is unresponsive, try the following steps. Make sure to test your device after each step:

Battery-powered and solar devices

• Learn how to check whether your device is offline.
• If the device is online in the app,

  use the Reboot this device option

  in Device Health.
• For doorbells: If you are using a metallic faceplate, remove it and use the original plastic faceplate that came in your doorbell box.
• Fully charge the Quick Release Battery

  or use a different Quick Release Battery Pack.
• Make sure the Quick Release Battery is completely inserted and clicks into place.
• For devices with multiple battery slots, try inserting Quick Release Batteries into each slot.
• Power cycle

  by removing the battery for 10 seconds.
• Factory reset the device

  . You'll need to set it up again afterwards.

Wired and Plug-In devices

• If the device is online in the app,

  use the Reboot this device option

  in Device Health.
• Verify power at the breaker, and check that adapters are plugged into working outlets.
• Power cycle

  by disabling power at the circuit breaker or unplugging the adapter for 10 seconds.
• Confirm the power supply or transformer matches the device's requirements.

  Use only Ring-branded adapters.
• Check the installation guide

  to verify correct hardwiring.
• Factory reset the device

  . You'll need to set it up again afterwards.