In-app setup failing due to router or modem issues

If you're having trouble setting up your Ring app, it's possible that you're experiencing trouble with your wifi modem and/or router. This article will walk you through checking and fixing potential issues with your router or modem.

Check your bandwidth frequency

Modern modems and routers are designed to broadcast wifi networks on both 2.4 GHz and 5 GHz wavelengths. All Ring devices can connect to 2.4 GHz networks. Some Ring devices can connect to 5 GHz via channels 100 and above. Channels 36-64 are not available.

In rare cases, wifi routers are configured to broadcast only a 5 GHz signal. If your router can only broadcast a 5 GHz signal, your Ring device will not be able to "find" it during the setup process, and you will not be able to complete the in-app setup.

In most cases however, you can adjust your modem or router to begin broadcasting a 2.4 GHz signal. Check your router's manual to find out how to enable 2.4 GHz networking.

Connecting to hidden networks

Modems and routers can be configured to broadcast "hidden" networks in which the network name, sometimes called SSID, is not broadcast. If you have a hidden network, your Ring device won't be able to detect your network.

To solve this issue, select the "Add Hidden Network" option during the in-app setup, and type your network name. Hidden network names are case-sensitive, so be sure to type carefully.

Check your wifi channels

Like a television, your modem or router broadcasts your wifi network on one of 13 "channels" in order to separate different wifi signals and send them to separate devices. Channels 1, 6 and 11 often provide the best performance with Ring devices.

In addition, most modems and routers are automatically configured to switch channels in order to get the fastest signal possible. If your modem or router has been locked to a particular channel, consult your manual on how to set it to automatically scan for open channels.

Resetting your modem or router

If you're still not able to successfully complete a setup, try rebooting your modem and/or router. Since your router and modem are usually the hardest working devices in your house, the devices like to be rebooted about once a month for optimal performance.

To reboot these devices, follow the instructions below:

• Unplug your router or model from its power supply (don't just turn it off).
• If your router and modem are separate, unplug both of them.
• Wait at least 30 seconds, then plug them back in.
• Wait for your internet to be restored.

Confirm that your internet has been restored by connecting another device to your wifi network and trying to access a website, then repeat the setup process.

Connecting to roaming networks

If you have a roaming network with multiple access points, and you're unable to successfully set up your Ring device, try disabling all but one of your access points. Then try repeating the setup process.

If setup succeeds when you have only one access point enabled, then the multiple access points are likely the cause of your setup issues. In this case, your best bet is to refer to the documentation that came with your access points for further troubleshooting.