Reconnecting a Z-Wave device or fixing a weak connection

Get your Z-Wave device back online and working properly with good connectivity.

If your Ring app indicates your Z-Wave devices (Ring or compatible third party) are offline or have a weak connection, it's important to immediately take steps to remedy the issue to help maintain the security of your location.

Things to check

Check to see if there's a power outage

A power outage could be the reason your Z-Wave device has gone offline. This is especially pertinent to the Ring Alarm Keypad and Range Extender, which are both plug-in devices.

If a power outage is the cause, first remove the device from the outlet, wait 5 seconds, then plug it back in to check if that resolves the issue.

Next, check the power sources in the rest of your home or business to see if the issue is isolated to the single outlet where your device is plugged in. If so, move the device to a working outlet. If all power is out in the home or business, contact your power company for updates and resolution.

Note: Your Ring Alarm Keypad has a 24-hour backup battery in case you temporarily lose power to your home or business.

Check the batteries

If one or more of your Z-Wave devices has gone offline, it may be time to replace the batteries.

1. Check the battery status of your Z-Wave device (Ring or compatible third party) in the Ring app:
   • Tap

     menu

     (

     ≡

     ) in the top left hand corner.
   • Tap

     Devices

     then choose the security device that is offline. If it's not on that list, tap

     Alarm Base Station

     to review more security devices.
   • The battery level is shown at the top right of the device screen. If the level is low, replace with new batteries. If the battery level is normal, proceed with the next step.
2. Remove the battery or batteries from the device and place them back in, taking extra care to position them so they match the correct polarities (

   +

   and

   -

   ).

Note: If your Z-Wave device (Ring or compatible third party) has a rechargeable battery, make sure that the battery is fully charged. If your device is powered via an AC adapter, check that your outlet is working correctly.

Things to try

Move your Z-Wave device closer to the Base Station

You can move your Base Station to a more centralised location for better connectivity with all devices. An Alarm Base Station has a range of about 75 metres on an unobstructed path. 

You can also use a Ring Alarm Range Extender to increase the strength of your Z-Wave device's connection to the Base Station. Plug the Extender into a working outlet that is between the device and the Alarm Base Station to strengthen communication.

Obstacles in the way of the signal (such as big metal objects, very thick walls, double glazing, fridges, microwaves, and other devices) could affect your device's connectivity. 

Learn more about how to use the Ring Alarm Range Extender.

Learn how to improve wireless range.

Retry or reconfigure your device

For some Ring Alarm Z-Wave devices, including Contact Sensors and Motion Detectors, you can opt to retry or reconfigure your device if it's offline or has a weak connection. Here are the steps:

1. Click the main menu and select

   Devices

   .
2. Tap

   Alarm Base Station.
3. Choose the device that's offline from the list of options.
4. Choose Advanced Options under Tools.
5. Select the option to

   Retry Connection

   or

   Reconfigure Device

   and follow the instructions.

Note: You may also choose to tap Remove and then visit the main menu to add and set up the device again.

Factory reset your offline device

Factory resetting your Z-Wave device should be a last option. Most devices are equipped with a button that when held down can cause it to reset. You would then need to manually add your device back to the Ring Alarm by following the instructions in your Ring app. Check your device manual for more information.

Note: This will remove the device from your Alarm Base Station and reset the device to the original default settings.

Learn how to factory reset your offline device.

Important: Do not attempt to factory reset your Ring Alarm Base Station without guidance and support from a trained Ring Customer Support expert. Please contact Customer Support for assistance if you're having difficulty with your Ring Alarm.