What to do if your Ring Chime or Chime Pro go offline

Question: Are there circumstances where my Ring Chime or Chime Pro can lose connection to my network and what do I do if this occurs?

Answer: Yes. It is possible under certain circumstances for your Ring Chime or Ring Chime Pro to lose its connection to your Wi-Fi network. This article will detail the circumstances where your Chime or Chime Pro can lose its connection and what to do if this occurs.

Why Chime and Chime Pro can go offline

There are a variety of circumstances that can cause a Chime or Chime Pro to lose its connectivity. Broadly speaking, however, they fall into two major categories:

• Network issues
• Loss of power

Network issues

These are issues with your network itself. 

• A power surge causes a problem with your internet router.
• You temporarily lose power. 
• A wire in your router setup temporarily comes loose.
• You change your Wi-Fi network password.

It's important to understand that most of these circumstances are temporary. In most cases, as soon as the circumstances that caused the disconnect clear up, your Ring device will automatically reconnect to the network. Very rarely though, your device will remain disconnected. That's when you should run through troubleshooting steps to check the possible sources of the disconnection. 

• Check that all of your wires are properly plugged in and that all the lights on the front of the router are green.
• Check to see whether another Wi-Fi device is having a problem connecting to the network.
• Unplug your router for 30 seconds and then plug it back in. See if your Ring Chime automatically reconnects.

If there are no issues with the network, you'll need to investigate your Ring Chime or Ring Chime Pro.

Loss of power

Losing power is by far the most common cause of network disconnection. This includes power surges and issues with the power connections.

To check whether your Chime or Chime Pro has lost its power:

• First, examine the Chime unit.
  • If the blue circle on the front is glowing a soft blue, the unit is receiving power.
  • If the blue circle isn't glowing, try unplugging and plugging the unit back into the plug. It should restart immediately.
• Try the unit in another power outlet.
  • If it starts glowing, you may have an issue with the outlet itself. Try plugging another appliance into the original outlet and see if you're getting power from it. You may have blown a fuse and need to reset the outlet at the breaker.
  • If the unit doesn't light up at all when plugging it into an active outlet, you may have an issue with the unit itself. Please call Customer Support for further assistance.

Once you've plugged the unit back into an outlet and verified it's receiving power, let the device run for at least thirty seconds. Once the blue circle stops flashing and glows steadily, it has automatically reconnected to your network.