Troubleshooting Ring Edge on the Ring Alarm Pro

If you have your camera connected to Ring Edge through Ring Alarm Pro, this article will help you to troubleshoot your system. This article is divided into three sections. Simply scroll down to the troubleshooting category you need.

• Installation issues
• Ring App issues
• Storage issues
• Incompatible device list

Installation issues

If you're having an issue setting up or connecting camera to Ring Edge on the Ring Alarm Pro, this section will suggest actions that may fix the problem.

I'm getting a message during setup that says "Device not compatible."

There are several possible reasons why you may be getting this error:

• Old firmware
  • Firmware is software that that installed on a device and enables it to work. Sometimes newer versions of firmware must be installed in order for your device to be up to date with latest features.
  • Make sure your camera is running the latest version of its firmware. Check your camera's instruction manual or the manufacturer's website for how to check and update your camera.
  • Press and release the reset button on your Ring Alarm Pro. This will cause the Ring Alarm Pro to update its firmware if it doesn't already have the latest firmware.
• Incompatible camera
  • Be sure you're using a Ring camera. Ring Edge and Ring Alarm Pro are only compatible with Ring cameras and ONVIF-compatible cameras.

The Ring Edge list of cameras isn't showing my camera.

• Make sure your camera is turned on.
• Try connecting your camera to the Alarm Pro using an Ethernet cord.
• Turn off and restart your mobile device.
  • Re-open your Ring App to the main dashboard.
  • Check to see whether your camera is present.
  • Go to the Ring Edge list of cameras to check that your camera is present.

I'm trying to connect my camera to Ring Edge but it keeps failing.

• If the connection process fails for any reason your Ring app will offer you a "retry" message. Retry a few times to see if it works.
• Make sure your Ring Alarm Pro is connected to the internet.
• Make sure you are providing the correct username and password for your ONVIF camera.

I'm trying to connect my Amazon account and my Ring account to each other but I'm getting a message that says "Account linking failed."

• Make sure you are providing the correct username and password for your Amazon and Ring accounts.

Information on account linking.

Ring App issues

I'm getting a message that my Ring account and Ring Edge are connected to two different Amazon accounts.

• Unlink one of the Amazon accounts and re-connect to the correct account.

Information on unlinking and linking accounts.

Live View/motion notifications and/or clip playback aren't working.

• An error such as this is often accompanied by a message allowing you to retry the function. Tap the "Retry?" button.
• Confirm that your camera is connected to your network.
• If you have more than one network operating in your house using the same SSID and password, check whether your camera is connected to the same network that your Ring Alarm Pro is on. If you have another network using the same credentials, you may want to consider changing the credentials of the other network to prevent your camera from connecting to the wrong network.

I'm not seeing any events in my timeline and/or event history.

• Confirm that your camera is connected to your network.
• If you have more than one network operating in your house using the same SSID and password, check to confirm that your camera is connected to the same network that your Ring Alarm Pro is on. If you have another network using the same credentials, you may want to consider changing the credentials of the other network to prevent your camera from connecting to the wrong network.

I'm getting too many/too few notifications.

You can adjust the number of notifications you receive by adjusting your motion zones, snoozing your notifications, or disabling your notifications.

Adjusting your motion zones.

Snoozing your notifications.

More on notifications.

I'm occasionally getting a person event classified as a non-person event as well as the reverse, a non-person event classified as a person.

Ring is always working to improve its products. It is entirely possible that computer vision algorithm might classify a non-person video as person or a person video as a non-person. Please consider sharing the video with Ring Customer Support to help us improve the algorithm. 

A package event is not being detected and I'm not getting a notification.

 Package detection only works within the following constraints:

• Package has to be in the field of view of the camera for more than 2 seconds when it is put on the ground.
• Package size need to be at least 10 inches x 10 inches.
• Package types do not cover food deliveries.
• The device cannot detect packages when the package is in a person's hands.

Increase Package Sensitivity from the Ring App.

MicroSD card issues

My Ring Alarm Pro microSD card is not registering.

• Make sure your microSD card is one of 

  our tested brands.
• Make sure the microSD card is completely inserted into the slot. You should feel it "click" into place.
• Reboot your Ring Alarm Pro. This will cause the Ring Alarm Pro to update its firmware if it doesn't already have the latest firmware.
  • If your device is registered, reboot the Ring Alarm Pro on iOS:
    • Open your Ring app.
    • Tap the three-lined icon on the upper-left hand of the screen to open the side menu
    • Tap 

      Devices.
    • Tap 

      Alarm Pro Base Station.
    • Tap 

      Ring Alarm Pro.
    • Tap 

      Device Settings.
    • Tap 

      Advanced Options.
    • Tap 

      Reboot System.
  • If your device is registered, reboot the Ring Alarm Pro on Android:
    • Open your Ring app.
    • Tap the three-lined icon on the upper-left hand of the screen to open the side menu
    • Tap 

      Devices.
    • Tap 

      Alarm Pro Base Station.
    • Tap 

      Ring Alarm Pro.
    • Tap 

      Device Settings.
    • Tap 

      Advanced Options.
    • Tap 

      Reboot Base Station.
  • If your device is unregistered, you can reboot the Ring Alarm Pro by:
    • Use a paper clip to gently press the button inside the pinhole on the back on the Ring Alarm Pro 

      once.
    • Be sure to press and release the button quickly and only once.
• Make sure your card is a "microSD" card. Standard SD cards will not work with the Ring Alarm Pro.
• Try a different microSD card.

I can't set up encryption on my microSD card.

• Make sure your Ring Alarm Pro is connected to the internet.