Call Connection Failure - Ring Doorbell Pro
When experiencing a call connection failure with Ring Pro there are a few things you can check to make sure that your alerts are coming through normally.
Reconnecting The Ring Pro To The Network
Reconnecting back to the home network can help make sure the Ring Pro is properly connected. Start by taking off the cover of the device and the press the side button on the device. This will cause the device to go into AP mode. The Ring Pro will say a few prompts to get the setup process starte but attention to when it says, "to exit setup mode press the side button again".
At this time press the side button once more and the Ring Pro will attempt to connect back to the network it was originally connected. Once you here the audible confirmation that the Pro has been reconnected and the front button is is glowing a soft white light press the front button and test the quality of the alert that comes in. The audio / visual should be stable.
Basic Internet Connection Tips
Testing Internet Speeds
Make sure you are getting the baseline of standard internet requirements. Go to ring.com/speed, and test your bandwidth to ensure it has at least 2 Mbps for both uploading and downloading speeds.
Distance from the Router
Distance from the Ring Pro to the Router can be a factor if the Pro has been mounted more than 25-30 feet away.
If your device is beyond the recommended distance and you have tested your speeds to make sure you are within the proper requirements then a wifi extender would be the best option to ensure that the wifi signal can reach your Pro Device. Please see our helpful wifi extender article for more information. Connecting Ring Products to a Wi-Fi Extender
Switching From 5G to 2G
The pro is compatible with both 2.4 or 5 gHz 802.11 b/g/n. If your device is further away than the recommended distance on a 5G network then try switching to a 2G network if one is present. Switching to 2G will allow for the wifi to reach across a better distance and have better penetrating power through barriers that would normally block a 5G signal.
To start the process just run through a new setup with the Ring Pro on your Ring App but this time connect to the 2G network rather than the 5G network.
When the Ring Device is not receiving a sufficient amount of power some of the following symptoms can occur.
- Video freezes during a call
- Call fails to connect
- No night vision lighting
- Ring Pro loses power after a couple of events
This is why it is important to ensure that your internal doorbell and transformer are allowing for the minimum voltage requirement of 16-24 VAC, (DC not compatible).
If your are within the proper requirements and still experiencing issues then the problem may be resistance. This helpful article will explain more about power and how it works when it encountering resistance. Understanding The Flow of Power
If you are not within the proper requirements then first make sure that the recommended voltage on your internal doorbell / chime kit is within 16-24. The same thing will apply for your transformer. If neither of them are at that power rating then you want to consider replacing the transformer with one that is within the requirement.