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.
Check the batteries
If one or more of your Z-Wave devices has gone offline, it may be time to replace the batteries.
- 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.
- 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 -).
Things to try
Move your Z-Wave device closer to the Base Station
You can move your Base Station to a more centralized location for better connectivity with all devices. An Alarm Base Station has a range of about 250 feet 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.
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:
- Click the main menu and select Devices.
- Tap Alarm Base Station.
- Choose the device that's offline from the list of options.
- Choose Advanced Options under Tools.
- Select the option to Retry Connection or Reconfigure Device and follow the instructions.
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.